Your Inbox: every conversation in one place

The Inbox collects every call, text, and website chat as one conversation per customer. Here is how the rows, filters, and spam section work.

The Inbox is your one place to see every conversation your business has: phone calls, text messages, and website chats. If you open one screen each morning, make it this one.

Conversations, not calls

Every row in the Inbox is a conversation with one person, not a single call. If Sam Alvarez calls twice and then gets a text back from you, that's one row with everything inside it, in order. Website visitors show up as "Website visitor" until they share a phone number; after that, their chat links to their contact card like any caller.

Each row shows who it was (when caller ID knows the name), when it happened, whether it was a call, text, or chat, the lead score (a flame marks hot leads on Pro and Scale), and the first line of the summary. Unread conversations are highlighted.

New calls appear on their own, seconds after they end. You never need to refresh.

On a computer and on your phone

On a desktop, the Inbox is two panes: the list on the left, the open conversation on the right. On a phone, the list fills the screen and tapping a row opens it.

Finding things

The search box at the top searches calls, texts, and contacts.
The Filter list narrows what you see: Unread, Calls, Texts, Web Chat, Missed, Voicemail, Transferred, and more.
You can also filter by your own tags. Calls get tagged automatically as they end, using the tag list you set up under Receptionist, in the Call Tags tab.

The spam section

Calls the AI screens out as spam don't mix with your real conversations. They collapse into their own Spam section at the bottom of the list. They're kept, not deleted, so you can spot-check that nothing real was filtered by mistake. Spam never sends you a notification.

Archive or delete a conversation

Use Archive conversation to remove a conversation from the active Inbox and keep its history. You can find it with the Archived filter and restore it later.

The workspace owner can choose Delete conversation. If the conversation is linked to customer tasks or protected activity, RankLadder keeps those records and explains why deletion is blocked. Use Archive conversation in that case; archiving does not complete or delete the customer's tasks.

What happens next

Open any row to see the full story: the transcript, the recording, the summary, and everything the AI did on the call. That's covered in "Read a call: transcript, summary, and recording."

If your team still owes the customer an answer, document, or callback, use Tasks to track that specific follow-up and its owner. Completing an Inbox conversation does not mean its customer task is finished. See how customer tasks work.