Managing Your Inbox

Your Reveo inbox brings every customer conversation into one place — SMS text messages, Facebook Messenger, Google Business Messages, and live chat from your website. No more switching between apps.

Opening Your Inbox

Tap the Inbox tab in the bottom navigation bar. You’ll see all conversations across all channels.

Understanding Your Inbox

Conversation List

Each conversation shows:

• Customer name and avatar - Latest message preview — the most recent message in the conversation
• Time — when the last message was received
• Source badge — which channel the message came from (SMS, Facebook, Google, Instagram, Live Chat)
• Category tag — what type of conversation this is (New Lead, Customer Service, Campaign Reply, etc.)
• Unread indicator — bold text and dot for conversations you haven’t read yet

Filtering Conversations

Use the filter drawer to narrow your inbox:

By status: - Open — active conversations that need attention

• Closed — resolved conversations

By category: - All, New Leads, Customer Service, Campaign Reply, Survey, Spam

By channel: - All Sources, SMS, Google, Facebook, Instagram, Live Chat

The count next to each filter shows how many conversations match.

Searching

Use the search bar at the top to find conversations by customer name or message content.

Reading and Replying

Open a Conversation

Tap any conversation to see the full message history. Messages from the customer appear on the left, your replies on the right.

Reply to a Message

• Type your message in the text box at the bottom
• Tap Send

Your reply is sent back through the same channel the customer used (SMS reply goes via SMS, Facebook reply goes via Facebook, etc.).

Use a Template

Tap the template icon to choose from pre-written message templates. These save time for common responses like appointment confirmations or follow-up messages.

Send an AI-Drafted Response

For review responses, tap AI Draft to get a professionally written reply suggestion. Edit it if needed, then send.

Reviews in Your Inbox

Reviews from Google and Facebook also appear in your inbox with special formatting:

• Star rating displayed prominently
• Review text shown as the message
• Source badge (Google, Facebook)
• Status tag — Needs Response, AI Draft Ready, or Responded

Tap a review to open it and respond directly.

Managing Conversations

Close a Conversation

When a conversation is resolved, it moves to the Closed tab. Conversations close automatically when resolved, or you can close them manually.

Conversation Categories

Each conversation has a category tag that helps you prioritize:

• New Lead — potential customer reaching out for the first time
• Customer Service — existing customer with a question or issue
• Campaign Reply — customer responding to a review request or campaign
• Survey — survey response
• Negative Survey — survey with a low score (flagged for attention)

Categories are suggested by AI and can be adjusted by your team.

Tips for Inbox Management

• Handle urgent items first — negative reviews and new leads should be responded to within an hour
• Use templates for routine replies — save time on common responses
• Let AI draft review responses — faster and more consistent than writing from scratch
• Close resolved conversations — keeps your Open inbox focused on what needs attention
• Check your inbox counts on the Home screen — the metrics strip shows unread messages at a glance

Next Steps

• Using AI Draft → — let AI help you write review responses
• Understanding Your Dashboard → — see your response time and inbox metrics
• User Roles Explained → — understand who sees what in the inbox

Last updated: June 2026 · Reveo Help