The Conversations Inbox Explained
Your unified inbox for SMS, email, calls, and social messages.
The Conversations inbox is Noddle's unified communication hub. Every text, email, call, and chat from every contact flows into one place — so your team never has to switch between apps to keep up with customers.
What Is the Conversations Inbox?
Think of it as a single inbox that aggregates all your customer communications, regardless of channel:
- SMS / Text messages — two-way texting with contacts
- Email — replies to email campaigns and direct messages
- Calls — call logs and voicemails
- Facebook & Instagram DMs — social messages (if connected)
- WhatsApp (if enabled)
- Web Chat — messages from your website chat widget
Every conversation is tied to a contact record, so you always have full context — their history, tags, pipeline status — right alongside the message thread.
Navigating the Inbox
Go to Conversations in the left menu. You'll see:
- All — every conversation across all channels
- Unread — conversations with messages you haven't seen yet
- Unassigned — conversations not yet assigned to a team member
- Mine — conversations assigned to you specifically
- Starred — conversations you've flagged for follow-up
Use the search bar to find a specific contact, and use filters to sort by channel, status, or date.
Sending a Message from the Inbox
- Click on any conversation to open it.
- At the bottom, choose your channel (SMS, Email, etc.).
- Type your message.
- Click Send.
You can also start a brand new conversation:
- Click the Compose icon (pencil/pen icon) at the top of the inbox.
- Search for the contact.
- Select the channel and send your message.
Assigning Conversations
Conversations can be assigned to specific team members so nothing falls through the cracks.
- Open a conversation.
- Click the Assignee field in the top right.
- Select a team member.
Unassigned conversations show up in the Unassigned filter, making it easy for a manager to distribute them.
Marking Conversations
- Read / Unread — mark conversations to track what's been reviewed
- Starred — flag important conversations for easy access
- Open / Closed — close a conversation when it's resolved; it can always be reopened
💡 Tip: Closing conversations doesn't delete them or the contact. It just archives the thread. Use this to keep your inbox clean without losing any history.