Text Messages and Voicemails are accessible from your Inbox.
In May, we rolled out our new Inbox app. You can switch between V1 and V2 of our Inbox app. The V2 has some features that the V1 misses, so you might want to check it.
Inbox
When logged in to smrtPhone from a web browser, your Inbox is accessible from the left navigation, from the menu icon that looks like two conversation bubbles.
In your Inbox, you will find two sections with the following subsections:
Contacts
All your smrtPhone's contacts are now listed inside the V2 version of the inbox.
My Inbox
Text messages for you personally
Inbound Teams
Text messages for your Inbound Teams
If you need to be added or removed from a Team, please talk to your Account Owner or users who have appropriate Activity Management permissions.
Voicemail
Voicemail is also available from your inbox. You have access to all your voicemails directed to you from the call flow you set or from the teams you are part of.
Voicemails come with a transcript; you can access the transcript by pressing on a voicemail on the left side.
Notification on Screen
You are also notified on the screen with a small popup and a gentle sound every time you receive a voicemail (or a text message/MMS).
You can disable these notifications by accessing the upper right corner of your
Dashboard > My Account > Toggle Notifications and set the Inbox Alert notification off.
Read your Text Messages
Click into the main Inbox section of smrtPhone. There are two options at the top of the submenu under the header Messages: Inbox and Voicemail.
Your text messages will appear in the Inbox of this section and should be the default when clicking in. You can select any message from the list, read it, and reply directly from this interface.
Perform Inbox Actions from your Text Messages
Use quick Inbox actions to save time and organize your inbound communication. All unread messages will always be on top, to be able to better keep track of them.
Once you've selected any text message from your Inbox, you will see an Actions drop-down menus, in the conversation or in the list of conversations.
From here, you can:
Send a new message
Mark the Message Unread, so that you can easily return attention to it later
Delete the conversation
Call*/Video call the sender back
Search within the conversation (or in the entire inbox if the case)
Create/Edit a Contact directly from the incoming text message
View in CRM (if the case)
Mark the number as Spam
Add to the DNT list
*The call back Caller ID will match the one used in the conversation.
When triggering a call from an inbox conversation, it will use the same smrtPhone Caller ID that was used for messaging. This will take preference over Sticky Caller ID or Geo Caller ID.
Moreover, with the V2 version of the Inbox, you can see the notes you left on the conversation (if any). Also, the Communication History is available when clicking on the specific conversation.
When answering a conversation while using the V2 version of the inbox, you can also reply with images (MMS), pushed to CRM (if the case). Regarding the MMS, you can add multiple images to a message (one by one), open, copy, or download them (once sent).
Read Text Messages Sent to Your Team
Depending on how your text message inbound communication/call flows are set up, you may receive messages that are not necessarily sent to you personally but rather distributed to a team of which you are an assigned member.
To read and respond to messages that have been routed to a team, look under the Teams section of the Inbox. Click on the Team that you are focused on. From there, you will be able to select the Inbox (text messages) or Voicemail for that Team.
View Sender
In the Team Inbox on the Web App, you can view which of your users sent an outgoing message by rolling over the User icon next to the message. A label will pop up with the user's name. This is helpful for better team management and training, as well as record-keeping.
Don't forget that you can also see this information in your SMS logs.
Listen to Your Voicemail
Listening to your personal voicemail or voicemails distributed to one of your teams is the same as reading your text messages.
Head to Inbox > Voicemail and then select the one you want to listen to.
Also, you can select the option to get a transcript of the voicemails you receive. These transcripts will be visible within your Web App Inbox tab.
This option is only available if you have Voicemail Transcripts activated within Account Settings.
Bulk Actions
Within the Inbox, you have the possibility to mark all your messages and voicemails, individual and from teams, and perform bulk actions on them.
Click on one conversation, press the arrow for the drop-down menu, and click Select. Once done, you will have the option to select multiple conversations in the Inbox and decide to Mark them as read/unread, delete, or Cancel selection.
