The shared inbox

Conversations holds one thread per lead with everything sent or received by email and text, whoever sent it: you, a campaign, or the first response. It opens on Needs reply when someone is waiting on you and on Open otherwise; Mine, Unassigned, and Closed are the other views. A thread starts the first time anything is sent to or from a lead; Message a lead starts one yourself.

• From a thread’s header, change the lead’s stage, assign the conversation, mark it Handled without replying, or Close it.
• When a lead is in a running campaign, Pause automation stops further steps for that person while you take over.
• Reply by email threads onto the last email. It goes out from your default sender, or, until you have one, under your company’s name from Neugent’s address with replies going to your own email. Log a call or message records something that happened elsewhere; logging “They reached out” counts as a reply and stops their sequences.
• Every automatic email carries an unsubscribe link. A lead who uses it is marked Unsubscribed and can no longer be emailed from Neugent.