> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.leadtruffle.co/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # How to use the LeadTruffle Inbox 📝 *Learn how to navigate the LeadTruffle Inbox, manage conversations, reply manually, use snippets, and keep contacts organized.* --- ## Table of contents * [Overview](#2-overview) * [Open the Inbox](#2-open-the-inbox) * [Understand the Inbox layout](#2-understand-the-inbox-layout) * [Manage the conversation list](#2-manage-the-conversation-list) * [Reply from the Inbox](#2-reply-from-the-inbox) * [Use snippets and quick replies](#2-use-snippets-and-quick-replies) * [Manage contact details and assignments](#2-manage-contact-details-and-assignments) * [View inquiries and scheduled events](#2-view-inquiries-and-scheduled-events) * [Calls and notifications](#2-calls-and-notifications) * [Summary](#2-summary) --- ## Overview The LeadTruffle Inbox is where you can review conversations, respond to leads, manage contacts, and see bookings as they happen. This guide covers the Inbox layout and the tools available for organizing and responding to conversations. || **Not seeing this updated Inbox?** Your account needs to switch to LeadTruffle’s new Contacts and Inquiries model. Follow [Switching from Leads & Clients to Contacts & Inquiries](https://help.leadtruffle.co/en/article/switching-from-leads-clients-to-contacts-inquiries-gbhgiw/) to make the change. ${frame}[How to use the LeadTruffle Inbox](https://www.loom.com/embed/1c963f91190842059ccba10957775880) --- ## Open the Inbox The **Inbox** appears near the top of the LeadTruffle navigation menu. You can open it in three ways: 1. Click **Inbox** in the navigation menu. 2. Search for **Inbox** using the menu search. 3. Press **Command + K**, search for **Inbox**, and select it. Once the Inbox opens, you can collapse the main navigation sidebar to give your conversations more room. --- ## Understand the Inbox layout The Inbox is divided into three main areas. ### Conversation list The left side displays your conversations, with the most recently active conversation at the top. Each conversation can show: * The contact's name or phone number * When the latest message arrived * The lead source * The initials of the assigned team member * Unread-message indicators * Open or resolved human escalations ![](https://storage.crisp.chat/users/helpdesk/website/-/d/c/4/1/dc41d3f6726e4000/image_4j7da6.png =350x734) Lead-source icons help you identify conversations from channels such as your website, phone, Yelp, Thumbtack, Angi, or Google LSA. ### Conversation thread The center displays the complete message history between your team, the AI, and the contact. You can scroll back through previous messages and see any human escalations associated with the conversation. The message composer at the bottom is where you can take over and respond manually. ### Contact details The right side displays information about the person you are speaking with, including: * Name and contact information * Contact status * Assigned team member * Notes * Latest inquiry * Scheduled events * Previous inquiries Click the contact's name to open their complete contact profile. --- ## Manage the conversation list ### Identify unread conversations A conversation is unread when its preview is bold and displays a blue dot. Read status is tracked separately for every LeadTruffle user. Opening a conversation will mark it as read for you without marking it as read for your teammates. To return to a conversation later: 1. Click the **three dots** beside the conversation. 2. Select **Mark as unread**. The blue dot and bold text will return as a reminder that the conversation needs attention. ### Filter conversations Use the controls above the conversation list to filter by: * Assigned team member * Active Inbox conversations * Open human escalations * Archived conversations ![](https://storage.crisp.chat/users/helpdesk/website/-/d/c/4/1/dc41d3f6726e4000/image_1lv6n7n.png =350x697) These filters help larger teams focus on the conversations assigned to them or find conversations requiring attention. ### Archive completed conversations Archive conversations you no longer need in the main Inbox—for example, after the job is booked or the contact chooses another provider. ![](https://storage.crisp.chat/users/helpdesk/website/-/d/c/4/1/dc41d3f6726e4000/image_kqwbm4.png =350x528) Archiving removes the conversation from your active queue without deleting it. You can find it again by opening the **Archived** view. --- ## Reply from the Inbox Most conversations begin with **AI Responses Active**. To respond personally, turn off **AI Responses Active**. This activates Human Takeover and pauses automated AI responses for that conversation. || The conversation remains in manual mode until AI responses are turned back on. See [How to Use Human Takeover in LeadTruffle](https://help.leadtruffle.co/en/article/how-to-use-human-takeover-in-leadtruffle-v47mxf/) for requirements and additional details. Once Human Takeover is active: 1. Click the message composer. 2. Type your reply. 3. Press **Enter** or click **Send**. To add a new line without sending the message, press **Shift + Enter**. The composer automatically gives you more room as your message becomes longer. You can also expand it when writing a longer text or composing an email. To attach an image, select the attachment option in the composer. Available attachment and delivery options may depend on the conversation channel. --- ## Use snippets and quick replies Snippets—also called **quick replies**—let you save messages your team uses repeatedly. For example, you could save a pricing response: > Our diagnostic fee is $99 and is waived if we do the job for you. ### Create a quick reply 1. Open a conversation in the Inbox. 2. Click the **lightning bolt** in the message composer. 3. Open **Insert quick reply**. 4. Choose the option to create a new quick reply. 5. Give the quick reply a recognizable name, such as **Pricing**. 6. Enter the message you want to reuse. 7. Save the quick reply. ![](https://storage.crisp.chat/users/helpdesk/website/-/d/c/4/1/dc41d3f6726e4000/image_qr9i5q.png =850x292) ![](https://storage.crisp.chat/users/helpdesk/website/-/d/c/4/1/dc41d3f6726e4000/image_bylfh.png =750x465) You can create as many quick replies as your team needs. Existing quick replies can also be edited or deleted. ### Insert a quick reply To use a saved reply: 1. Turn off AI responses to take over the conversation. 2. Click the **lightning bolt** in the composer. 3. Select **Insert quick reply**. 4. Choose the reply you want to use. 5. Review or edit the inserted message if needed. 6. Press **Enter** or click **Send**. ![](https://storage.crisp.chat/users/helpdesk/website/-/d/c/4/1/dc41d3f6726e4000/image_fj45ya.png =500x266) Create snippets for information your team shares frequently, such as: * Diagnostic or service fees * Business hours * Scheduling instructions * Service-area information * Requests for photos or project details * Next steps after an estimate --- ## Manage contact details and assignments The right-side contact panel gives you several ways to manage the contact without leaving the conversation. ### Update contact information LeadTruffle and the AI will populate most available contact information automatically. You can correct or add information such as: * Name * Phone number * Email address * Street address The panel also shows when the contact first entered LeadTruffle. ![](https://storage.crisp.chat/users/helpdesk/website/-/d/c/4/1/dc41d3f6726e4000/image_2vc7ni.png =350x1021) ### Update the contact status Every contact has a status. Use the status field to record where the person is in your sales process. See [How to customize your lead statuses](https://help.leadtruffle.co/en/article/customize-lead-statuses/) to learn how to create and manage your available statuses. ### Assign the conversation Use the assignment field to assign the conversation to anyone on your team. The assigned person's initials will appear in the conversation list. You can then filter the Inbox by assignee to see conversations belonging to a specific team member. ### Add a note Add a note to record information that should remain available to your team, such as details gathered during a phone call or the next action someone needs to take. --- ## View inquiries and scheduled events A **contact** is the person you are communicating with. An **inquiry** is a specific lead submission or interaction associated with that person. For example, if Sally submits a lead through Yelp: * Sally is the contact. * The Yelp submission is the inquiry. The contact panel shows the latest inquiry and its submitted information. If the same person has contacted your business multiple times, their other recent inquiries will appear below it. See [Understanding Contacts and Inquiries in LeadTruffle](https://help.leadtruffle.co/en/article/understanding-contacts-and-inquiries-in-leadtruffle-sbyomz/) for a complete explanation. The contact panel also displays upcoming scheduled events created through LeadTruffle Scheduling, Google Calendar, or a connected CRM booking integration. --- ## Calls and notifications ### Call a contact Use **Click to Call** to call a contact directly from their Inbox conversation. The option is available above the conversation and in the contact's quick actions. ### Turn on notifications Enable browser push and sound notifications to receive alerts when new messages or other configured events occur. See [Conversation Replies — Turn on Desktop Notifications](https://help.leadtruffle.co/en/article/conversation-replies-turn-on-desktop-notifications-1br3hkw/) for setup instructions. --- ## Summary Use the LeadTruffle Inbox to: * Review conversations from every connected lead source * Identify unread messages * Filter and assign conversations * Take over from the AI and respond manually * Save frequently used messages as snippets * Update contact details, statuses, and notes * Review inquiries and scheduled events * Archive completed conversations * Call contacts and receive browser notifications Keeping your Inbox organized helps your team respond quickly while maintaining a complete record of every lead interaction. --- Need help? Contact us at support@leadtruffle.com or message the team via the chat on this article or in-app.