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COMMUNICATION

Inbox

Rotor’s Inbox centralizes all messaging with your leads and customers, making it easier to stay organized and manage communications efficiently.

Written By Jeffrey Rose

Last updated 5 days ago

1. Access Your Inbox

  1. Go to the Inbox tab.

  2. On the left-hand side, you’ll see different inbox views:

    • My Inbox: Messages from leads or customers assigned to you.

    • All Messages: Available to admins; shows messages from everyone.

    • Custom Inboxes: Filtered subsets of contacts you create.

2. Create Custom Inboxes

Custom inboxes help organize contacts based on your workflow:

  1. Click the plus icon to add a new inbox.

  2. Give it a name (e.g., New Leads) and assign it to specific team members.

    • Admins can see all inboxes, even if not assigned, but they appear lower in the list.

  3. Configure filters for the inbox such as:

    • Tags (e.g., Facebook)

    • Lead source (e.g., Meta ads)

    • Lead stage (e.g., New Leads)

    • Contact type (Leads, Customers, or both)

  4. Save the inbox. Any contacts matching the filters will appear in it automatically.

3. Manage Conversations

  • Open a conversation and send messages via SMS or email. Use the Text / Email toggle above the message box, and pick which number to text from in the dropdown next to it.

  • Email replies land here too. When a customer replies to an email from Rotor, the reply shows in their conversation next to your texts.

  • Archive messages to keep your inbox organized; archived messages appear in the Archive section.

  • Filter for unread messages by clicking the bell icon.

  • See scheduled messages with a dotted outline—they will send at a future time.

  • Check who sent each message (specific user or automation) on the right-hand side.

  • See the nickname of the phone number a conversation came in on, if one has been set in Settings → Engagement.

  • Use the search function to quickly find contacts or conversations.

  • You can now text unsaved numbers! No need to add a number as a contact to reply to them.

4. Quick Contact Panel

Click the side panel icon at the top of a conversation to see who you're talking to without leaving the Inbox.

  • At a glance: lifetime value, sale value, frequency and service type.

  • Contact tab: email and phone with quick buttons to email or text, primary property, and lead source.

  • Service and Payments tabs: the customer's service and payment details.

  • Mute: silence the conversation.

  • Portal: open the customer's portal. Create: create something new for them, like a job or quote.

Tips for Using the Inbox Effectively

  • Use custom inboxes to segment messages by tags, sources, or lead stages.

  • Keep your inbox organized by archiving completed conversations.

  • Check scheduled messages regularly to stay on top of future communications.

  • Use the search feature to quickly locate important conversations.

Congratulations! You’re now ready to use Rotor’s Inbox to manage all your customer and lead communications efficiently, keeping your team aligned and organized.

Have additional questions? Our team is ready to help you succeed. Contact us through the chat or drop us an email at support@getrotor.com.

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