> ## Documentation Index > Fetch the complete documentation index at: https://docs.sapt.ai/llms.txt > Use this file to discover all available pages before exploring further. # Answer customers from one inbox > Texts, calls, website requests, email and WhatsApp, Instagram and Facebook messages in one inbox. Find who needs you, reply, schedule and connect channels. Every way a customer reaches you lands in one Inbox: texts, calls, website requests, email, and WhatsApp, Instagram and Facebook messages. One customer is one conversation, whichever way they write. ## Find who needs you Open **Inbox** in the sidebar. Pick a tab at the top: * **All**: every conversation, newest first. * **Needs attention**: a draft waiting for your OK, a customer the AI handed to you, a message nobody answered, a new request or call, or a follow-up that is due. * **Replied**: answered by the AI or you, or marked done. The number next to **Inbox** in the sidebar is how many need attention. Use **Search** to find anyone by name, email or phone. To narrow the list, click the filter button next to the tabs. Pick a **Channel** such as **Text**, **Email** or **Calls**, or filter by **Form**, **Source**, **Stage**, **Owner**, **Replied by**, **Tag** or **List**. Turn on **Show archived** to see archived conversations. **Clear filters** resets them. The Inbox filter menu: Show archived, then Channel, Form, Source, Stage, Owner, Replied by, Tag and List Tap **Inbox**. It opens on **Needs reply**. Tap **All** or **Replied** to see the rest. Tap the filter button beside them to pick a channel or turn on **Include archived**. The Inbox tab on a phone with All picked, Needs reply and Replied beside it, and the filter button ## Start your day on Today On your phone, the **Today** tab puts the urgent things first: * **Needs you**: drafts waiting for your OK, questions from the AI, and customers who asked for a person. * **Missed calls**: missed calls nobody has returned yet. Tap **Call**, or mark one **Handled**. * **Did they come in?**: today's appointments whose time has passed. Tell Sapt whether they showed up. ## Reply Click a conversation. Sapt picks the channel they last wrote on. To switch, pick another tab above the message box, such as **Text**, **Email** or **WhatsApp**. Type your message and click **Send**. Click **+** next to the message box for more: * **Draft reply**: the AI writes a reply from the conversation. Nothing sends until you click **Send**. With text in the box, it says **Improve draft**. * **Photo**, on a text. It sends as a picture message. * **Schedule send**, on a text or an email. Pick a date and time up to 30 days ahead, then click **Schedule send**. Tap a conversation. **Send as** shows how the message goes. Tap it to switch. Type and tap send. Tap **+** for more: * **Draft with AI**: it writes a reply from the conversation. You send it. * **Schedule message**: pick **In one hour**, **Tomorrow, 9 AM** or a date.
A conversation on a phone: AI is handling, Send as Text, and the message box with + beside it A reply the AI drafted in the message box, with Read it and change anything, then send, and Undo
WhatsApp, Instagram and Facebook only let you reply within 24 hours of the customer's last message. After that, text them instead. When the AI front desk writes drafts for you, they wait for your OK. See [Send or skip a draft](/docs/mintlify/leads/ai-front-desk#send-or-skip-a-draft). To keep the AI out of a conversation, see [When the AI hands off to you](/docs/mintlify/leads/ai-front-desk#when-the-ai-hands-off-to-you). ## Mark done, archive or follow up At the top of a conversation: * **Mark done** clears it from **Needs attention** and keeps it in your Inbox. It comes back if they write again. * **Archive** takes it out of the Inbox for your whole team and keeps the history. It comes back when they write again. **Unarchive** brings it back now. To be reminded later, open the customer's details and click **Follow up**. Pick **Later today**, **Tomorrow**, **Next week** or **Pick a date**. Swipe a conversation in the list and tap **Done**, **Follow up** or **Archive**. **Reopen** brings an archived one back. Each one shows **Undo** for a moment. ## See a customer's details Click the customer's name at the top of the conversation. You can **Text**, **Email**, **Call** or **Follow up**, and add notes, tags and lists. **Activity** shows everything that happened with them. Tap the customer's name. You can call or text them, tap **Book** to book them in, or tap **Job done** when the work is finished. A customer's details on a phone: phone and email, Where they are, then Book and Job done ## Start a new conversation Click **+** next to the search box. Add a **Name** and an **Email** or **Phone**, then click **Create**. If they are already a customer, Sapt opens their conversation. In **Inbox**, tap **+** at the top. Find the customer, or tap **New customer** and add their name and phone. Tap **Start conversation**. ## Connect your channels An empty Inbox says **No conversations yet**. Click **Connect channels** to add a channel, or **Messaging settings** for your Sapt number. An empty Inbox that says No conversations yet, with Connect channels and Messaging settings | What lands in your Inbox | Where it comes from | | - | - | | Texts and calls | Your [Sapt number](/docs/mintlify/leads/missed-call-text-back), or your own [Telnyx](/docs/mintlify/integrations/telnyx) number | | Email | [Gmail](/docs/mintlify/integrations/gmail) or [Zoho Mail](/docs/mintlify/integrations/zoho-mail) | | WhatsApp messages | [WhatsApp](/docs/mintlify/integrations/whatsapp) | | Instagram and Facebook messages | [Meta](/docs/mintlify/integrations/meta) | | Website requests | Forms on your [Sapt website](/docs/mintlify/website/forms) | Channels are connected on the web. Comments on your Facebook and Instagram posts do not show in the Inbox. ## Keep going Let the AI answer and book. Know when someone needs you. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.