# Inbox

> Answer everyone in one place: leads on every channel, someone new, your team and agents at other agencies, each with a reply ready.

The Inbox is where Fondaro opens and where you answer people. The list of conversations sits in the sidebar, and the conversation you pick opens beside it with the reply box ready. A lead on WhatsApp, someone new who emailed about a home, a colleague and an agent at another agency all open in the same place.

## Read the list

Each row shows who it is, how long ago, what they want (such as **Wants a viewing**) and their own words. A dot on the left means they are waiting for you.

The picture shows where they wrote from: the mark of the channel (email, WhatsApp, Instagram, LinkedIn or Telegram) sits on their photo. A colleague carries the team mark, a channel shows `#`, and anyone at another agency carries a building.

These show up in the list:

- A lead or someone new who wrote and has no answer yet. The row leaves as soon as anyone replies, on any channel.
- A new lead from the last 7 days that nobody on your team has called, emailed or messaged yet. Leads you import (a file or another CRM) are contacts you already had, so they wait on the Leads list instead.
- A lead who declined or answered maybe to a meeting, with **Reschedule**.
- A lead who opened a brochure you sent.
- A colleague's direct message, or a mention of you in a channel.
- Requests from other agencies, such as an agent asking to message you or a co-listing invitation.
- For admins, a colleague asking for an extra inbox.

## Choose what the list shows

The button at the top of the list names what you are looking at, such as **Waiting** or **WhatsApp**. Press it, or `F`:

- **Show**: **Waiting** (everyone waiting for you, the default), **New** (new leads and someone new), or **All** (every conversation, newest first). Keys `1`, `2` and `3` switch too.
- **Sources**: **Everything**, one row per channel you connected, **Team** and **Other agencies**.
- **Owner** (admins): **Just me**, **Everyone**, a team or a person. This changes which leads you see, never whose chats.
- **Create channel** and **Inboxes**.

The search box above the list looks through all your conversations by name and by what people wrote, whatever the list is set to show. Type a colleague's name and they show at the top, even if you have never written to them: click them to start the chat.

## Answer someone

1. Click a row, or move with `J` and `K` and press `Space`. On a wide screen the first row opens by itself.
2. Write in the reply box at the bottom. It starts on the channel they last wrote on.
3. Press **Send**, or `Enter` in a chat.

Sent a WhatsApp or LinkedIn message with a typo? Point at it, select **⋯** and choose **Edit** or **Delete for everyone** ([how long you have](https://www.fondaro.com/docs/dashboard/integrations/whatsapp.md#fix-or-delete-a-message)).

A lead's conversation has tabs for each channel you talk on, and a row of actions at the top: **Note**, **Task**, a button per channel, **Find homes** and **Call**. An email opens as the email itself, with your reply already started. If you have not connected the channel they wrote on, the reply box says so with **Connect**, and offers another channel of theirs.

What Ask suggests for this person sits just above the reply box, such as a drafted reply or **Book the viewing**. Press one, or `.`. A drafted reply waits for you to read and send it.

`Enter` opens the lead's full page. On a phone, a row opens the conversation in place of the list, and the back arrow returns you.

## Clear rows that need no answer

Some messages need no reply: "Thanks, see you Saturday!"

1. Point at the row and click the ring at its right, or press `E`.
2. The row leaves. **Undo** in the notice brings it back.

What that does depends on the row: a lead's message is marked **No reply needed** (their next message brings them back), a chat is marked read, someone new becomes **Not a lead** (their messages are deleted), and anything else is dismissed for your whole agency.

To clear many at once, point at a row's picture and tick its box, `Shift` click to tick a range, or tick the box at the top of the list for every row. Then press **No reply needed** or `E`. Someone new is never part of a selection: decide those one at a time.

## Answer someone new

When someone Fondaro does not know writes to one of your connected accounts, their row opens what they wrote with the reply box ready. Which new people reach the Inbox is your admin's choice: see [Choose who reaches your Inbox](https://www.fondaro.com/docs/dashboard/integrations/connected-accounts.md#choose-who-reaches-your-inbox). Answer first if you like: the reply goes from the account they wrote to.

Then decide who they are, at the top of the conversation:

- **Link** a lead Fondaro suggests, when it is fairly sure who they are.
- **Add as lead** opens the **Add Lead** form, filled in from their messages. Press **Create Lead**.
- **Link to lead** puts the messages on a lead you already have.
- **Not a lead** (under **⋯**) deletes their messages from Fondaro.

When you link them or add them, Fondaro also brings in that chat's earlier messages, up to a year back. Messages from someone new are kept for 14 days while you decide.

Admins also see someone new who wrote to a teammate's connected email. Only the teammate can answer, because the reply goes from their account.

## Start a new message

1. Press `C`, or the pencil at the right end of the row above the list.
2. Type a name: colleagues first, then your leads and agents at other agencies.
3. Write your first message. Nothing is created or sent until you do.

A first message to an agent at another agency is a request: they see it and choose **Accept** or **Decline**. You can start up to five new conversations with other agencies a day.

**Create channel** makes a group: one for your team (private if you like), or one across agencies.

## Chat with your team and other agencies

- **Messages** (the speech-bubble key in the top bar, or `⌘⇧M`) opens your conversations beside whatever page you are on, the Inbox included. A number on the key counts your unread chats.
- A green dot on someone's face means they are online right now. Nothing shows when they are away.
- To start a chat, press the pencil and choose **New message**, or just type a name in the search: colleagues you have never written to appear too. **Create channel** is in the same menu.
- **Enter** sends, **Shift Enter** starts a new line. Your draft is kept per chat.
- Point at a message to react, **Reply in thread**, or open **More** to edit, delete or report it. Press `↑` in an empty box to edit your last message.
- **Voice messages**: when the box is empty, hold the microphone to record and let go to send, or click it to record hands-free. Up to 10 minutes. **Show text** turns one up to two minutes long into text, free.
- **GIFs and emoji**: use the **GIF** and smiley buttons beside the box.
- Open a chat's menu to change notifications, or to report or block someone.

### Send a home or a lead as a card

Add a listing, an open house, a buyer request, a collection, an agent, an agency or a lead to your message as a card:

- **Attach** (the paperclip, or `⌘⇧A`) offers the home this chat is about and your recent records, then a search. Its first row uploads a file instead.
- Type `@` and a name, a place or a reference.
- Paste a link or a listing reference, then press **Attach**.

Up to three cards ride with a message, and a card always goes with words. Each person sees a card only as far as they are allowed: a lead never leaves your agency, so an agent at another agency sees your words, never your lead's name or details.

## Message from anywhere

**Message** is the same button on every person, home, open house and buyer request (**Message host** on an open house, **Offer a home** on a request). It opens a conversation with the right person and the record already added as a card. Nothing is sent until you write.

Away from the Inbox, the conversation opens beside the page you are on, so a lead or a listing stays in view. `⌘⇧M` (`Ctrl Shift M`) opens or closes it.

## Who can read your messages

- **A direct message**: only the two of you. Not your admins, and not anyone at the other agency.
- **A channel in your agency**: its members and your agency's admins.
- **A group with other agencies**: its members only.
- **A lead's conversation**: anyone who can open the lead.

Messages travel over an encrypted connection, and photos, files and voice messages open only through links that expire. Messages are not end-to-end encrypted: Fondaro's servers can read them, which is how a voice message becomes text and a reported message can be reviewed. Nothing you write is used to train anything.

Deleting a message removes it for everyone, and its files within 24 hours. A chat is kept until its messages are deleted or your agency leaves Fondaro.

## When everyone has an answer

The Inbox says so and shows what is next on your calendar. **Show all** (or `3`) shows every conversation. If you have not connected your email yet, it offers **Connect your email**, because that is what brings people here.

An inbox that needs reconnecting is not a row: the Inbox icon carries a warning dot, and the reply box says so where it matters.

Every key is on [Keyboard shortcuts](https://www.fondaro.com/docs/dashboard/keyboard-shortcuts.md).

Source: https://www.fondaro.com/docs/dashboard/inbox