Inbox
Review new and active leads, filter your queue, and follow each customer's journey.
Inbox is your daily workspace for following up with leads and recording how each one turned out. Both account users with business access and invited clients can open and update leads here.
Views and filters
Section titled “Views and filters”Switch between Open, Needs review, and Closed at the top of the inbox:
- Open lists every lead currently in New or Qualified.
- Needs review shows open leads that have an AI review suggestion waiting for your decision (with a badge showing the count). Note that Needs review only lists pending AI suggestions, not every lead awaiting a callback, so make checking Open part of your routine too.
- Closed includes Converted, Archived, and Not a lead leads, and adds a Missing value quick filter to spot Converted leads that still need a dollar value entered.
Use the search box to find a lead by name, phone, or email, or choose Filter to narrow by stage, channel, source (Source appears once you pick a channel), Google Ads campaign, or Lead created dates. The Filter button shows how many filters are active; open it and choose Clear next to one filter or Clear all to reset.
How the inbox sorts and displays leads
Section titled “How the inbox sorts and displays leads”By default, the inbox sorts by Received (newest first), meaning the most recent call, text, form, or forwarded email on each lead. Whenever a customer follows up on an existing lead, that lead jumps back to the top of the list. Click the Received column header to flip to oldest first, and click again to return to newest first.
By contrast, filtering by Lead created filters by when the customer first contacted you, matching the New leads count on Overview.
| Column | What it shows |
|---|---|
| Name | The contact’s name, falling back to their phone number when no name is on file. |
| Phone | The contact’s phone number. |
| Source | Where the lead came from within its channel (such as google.com, Direct, or a source name). |
| Arrived by | How the lead first reached you: call, text, form, or email. |
| Status | Current open stage or how the lead was closed (Auto means Auto-update inactive leads applied it). |
| Received | When the latest activity arrived on the lead (hover to see the exact date and timestamp). |
On narrow mobile screens, Phone, status, and Received stack neatly underneath Name, while source and Arrived by appear on wider screens.
Working a lead
Section titled “Working a lead”- Open the lead to see its latest call, text, form submission, or forwarded email.
- Play the call recording or read the transcript, text message, form answers, or email body.
- Skim the Journey before calling back, especially if the customer called or texted more than once.
- Reach out from your regular business phone or email.
- Update the lead’s Stage or close the lead once you know the next step.
Remember that an existing contact can open a brand-new lead when asking for a separate job later on.
If an expected lead isn’t showing
Section titled “If an expected lead isn’t showing”- Clear all active inbox filters and check the Closed tab.
- Check the top of Open: if the person contacted you earlier within your Activity grouping window, their new call, text, form, or email joined their existing lead (matching by phone first, then email) and bumped that lead to the top.
- Confirm a missing form wasn’t submitted inside NMC test mode (test submissions don’t create live leads).
- If the activity itself never arrived, check Tracking and Troubleshooting.