The inbox
The Inbox collects replies from all three channels, grouped into conversations so you can see the whole thread with a contact.
Conversations
Section titled “Conversations”A conversation is Open or Closed. Close a conversation when you’ve dealt with it, so your open list shows only what still needs an answer.
Each message in a conversation is marked as inbound (from the contact) or outbound (from you), and shows its status: received, sent, delivered, read or failed.
Getting replies in
Section titled “Getting replies in”Inbound SMS and WhatsApp replies reach Outreach through a webhook that you configure with your provider (Twilio or Meta). Until that’s set up, replies arrive at your provider but not in the inbox.