Your Inbox
The Inbox is where every conversation lands, whichever way the person got in touch. It is the first thing in the sidebar and where most people spend their day.
Telling what needs you
The left side of the Inbox is how you decide what to look at. Three views sit above your inboxes:
- Recent is everything, newest first. Use it to catch up.
- All is every conversation across your whole team.
- Open is the one that matters most day to day. It is the cases assigned to you that are not finished yet.
Below those you will see each inbox your team has set up. If your team is split by department, you will only see the ones you are a member of.
Dots and counts
Two different signals, and it is worth knowing which is which:
- A red count on a view means something in there needs action from someone. That is the one to chase.
- A blue dot on a conversation means it has unread messages. New, not necessarily urgent.
A conversation can be read and still need action, and it can be unread and need nothing at all. Read the red, then the blue.
The short version: start at Open. If it is empty, nothing is waiting on you.
How conversations are grouped
Conversations are grouped by person, not by channel. If a resident called on Tuesday and texted on Thursday, that is one thread, not two. Open it and you see the whole history with that person in order, calls and texts and emails together.
Cases inside a conversation
A long-running conversation is rarely about one thing. So the thread is divided into cases: the maintenance request, then the question about rent, then the follow-up two weeks later.
Each case shows a marker in the thread with its status, so you can see at a glance where it got to:
- Todo means nobody has picked it up
- In Progress means it is being worked
- Resolved means it is finished
- Cancelled means it was dropped, and why
The marker also shows what kind of case it is, how many tasks on it are assigned to you, and how many comments it has. As you scroll a long thread, the current case stays pinned so you always know which one you are reading.
For more on what a case is and how it gets resolved, see Cases and resolution.
What is in a call
Calls appear as a card in the thread. Each one has:
- A recording you can play back
- A transcript of what was said
- A short summary of what the caller wanted
The summary is usually enough. Read it before you return a call and you will know what you are walking into without listening to anything.
Replying, and talking to your own team
Reply in the thread and it goes to the person you are talking to, from your own number.
If you want to say something to a colleague instead, use a comment. Comments attach to the conversation and are internal, so the resident never sees them. Type @ and a name to pull someone in; they will see it under Mentioned in Tasks. You can react to a message too, which is a quick way to acknowledge something without adding noise.
Star a conversation to keep it handy. Starred items stay easy to find without changing anything for anyone else.
Finding an older conversation
Search by name or number. Conversations are not deleted, so anything that has ever come through your lines is still there, including everything resolved months ago.
If something is missing
If a call or text does not appear where you expect it, tell your Wayline contact rather than working around it. Include the number involved and roughly when it happened and we can trace it.