# Your Inbox (/docs/guides/agents/your-inbox)
The Inbox is your home base. Every member text, follow-up task, and inquiry
lands here, one thread per customer, organized so the most urgent work is
always easy to find.
The screen has three columns: your lanes and thread list on the left, the
conversation in the middle, and the customer's record on the right. Drag the
dividers to resize them; careCycle remembers your layout.
The Four Lanes [#the-four-lanes]
The left side has four lanes. A customer shows up in the most urgent lane that
anything on their record qualifies for:
| Lane | What puts a customer here |
| --------------- | ------------------------------------------------------------------------------------------- |
| **Priority** | A text nobody has answered yet, a new or unresolved inquiry, or a task due today or earlier |
| **In Progress** | An inquiry that's pending or has an appointment scheduled, or only tasks due after today |
| **Done** | No open inquiries or tasks, and no text waiting on a reply |
| **All** | Every customer with a thread, whatever their state |
A few details worth knowing:
* **Tasks without a due date count as due today**, so they land in Priority.
* **Requirements** (paperwork you're tracking) show on the thread, but they
don't decide which lane a customer is in.
* **Each lane shows a count** of the customer threads in it that match your
assignment and policy filters (a customer with several open items counts
once). Hover the info icon next to **Inbox** for a quick reminder of how the
lanes work.
* **STOP replies don't create work.** careCycle handles opt-outs on its own.
Finding the Right Threads [#finding-the-right-threads]
The controls above the list help you narrow things down.
Whose threads you see [#whose-threads-you-see]
The assignment picker defaults to **My Threads**: customers assigned to you,
plus anyone with an open inquiry assigned to you. Switch to **All Threads** to
see the whole team, or tick one or more teammates to see their threads (handy
for covering for someone who's out). If your role only lets you see your own
customers, you won't see this picker.
Sort [#sort]
| Sort | What it does |
| ----------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------- |
| **Most urgent** | Groups threads by priority: **Urgent**, **High**, **Medium**, **Low**, **Routine**, then **Upcoming** (tasks due later) and **Nothing open** |
| **Newest activity** / **Oldest activity** | By the most recent thing that happened on the thread |
| **Newest created** / **Oldest created** | By when the thread started |
**Most urgent** ranks each thread by its most pressing item: the inquiry's
priority (P1 to P5), the task's priority and due date, and an unanswered text
counts as High. It's the best way to work a busy inbox. See [Inquiry
Prioritization](/docs/guides/answer-every-call/inquiry-prioritization) for how
inquiries get their priority.
Your admin sets the sort everyone starts with under
**Settings > Organization > Inbox Settings**. You can change it any time while
you work, and it resets when you reload the page.
Prioritize, search, and filters [#prioritize-search-and-filters]
* **Prioritize** floats one kind of work to the top: **Inquiries first**,
**Tasks first**, or **Requirements first**.
* **Search conversations...** finds a customer by name or phone number.
* **Status**, **Type**, and **Carrier** filter by the customer's policies.
For example, only **Future Cancel** policies, or only a single carrier's
members.
Your lane, assignment, and policy filters are saved in the page link, so you
can bookmark a view or send it to a teammate.
Reading the list [#reading-the-list]
Each row shows the customer's name (bold if there's something you haven't
seen), when the last thing happened, and a preview of it. The circle on the
left shows the most urgent priority (**P1** to **P5**) when there's an open
inquiry or task. Pills under the name count open **Tasks**, **Reqs**, and
**Inquiries**, and show **Assigned To** when the customer belongs to someone
else.
Working a Conversation [#working-a-conversation]
The thread shows everything about the customer in one timeline: texts, calls
(with the recording, summary, and transcript), inquiries, tasks, notes,
appointments, and changes like a policy status update or being added to a
campaign. Texts and calls from your AI employees are labeled **AI Assistant**.
The line under the customer's name tells you why the thread is here, like
"Raised a new inquiry", "Sent a text, awaiting reply", or "Waiting on Call
back about ID card, overdue".
Hover any message to:
* **Add reaction** with an emoji.
* **Comment** on it. This starts an internal note tied to that message, so
your team sees exactly what you're talking about.
Click the call button in the header to call the customer from your softphone.
While you're on the call, the call controls take its place.
The Composer [#the-composer]
The composer at the bottom has three modes. Switch with the tabs or the
shortcuts **⌘S**, **⌘N**, and **⌘T** (**Ctrl** on Windows).
SMS [#sms]
Text the member from your organization's number. Press **Enter** to send and
**Shift+Enter** for a new line.
* **Undo.** Every text waits 10 seconds before it goes out. Click **Undo** to
pull it back into the composer, or **Send now** to skip the wait.
* **Templates.** Type **/** (or click the template button) to insert a saved
message. Templates under **Everyone** are shared with your team; **Mine**
are just yours. Inside a template, type `{` to add a variable like the
customer's first name.
* **Images.** Attach up to 4 images (JPEG, PNG, GIF, or WebP), 5 MB total.
* **Length.** The counter shows when a long message will go out as more than
one text. Emoji and a few special characters use up space faster.
If the member texted STOP to their carrier, the composer says so and you
can't text them until they text START back. If you only see **Note** and
**Task**, your organization hasn't finished [SMS
registration](/docs/guides/stay-compliant/sms-and-rcs-registration) yet.
Note [#note]
An internal note your team can see but the member never does. Type **@** to
mention a teammate, and link the note to one of the customer's policies if
it's about a specific one.
Task [#task]
Create a follow-up without leaving the conversation: a title, an optional
description, a priority (**P1 Urgent** to **P5 Routine**), a due date
(**Tomorrow**, **End of this week**, **In one week**, or a custom date), and
who it's assigned to.
Once a task is on the thread, click its status icon to move it to **In
Progress**, **Done**, or **Cancelled**, or use its menu to edit it, reassign
it, or attach it to a policy.
Resolving an Inquiry [#resolving-an-inquiry]
Inquiries show up as cards in the thread with their priority, category, and
what the member asked. You can assign one to yourself or a teammate right from
the card.
Click **Resolve Inquiry** to switch the composer into resolve mode:
* **Manual**: you took care of it. Write a note on how you resolved it and
click **Resolve**.
* **AI Callback**: write the answer, click **Schedule Callback**, and an AI
employee calls the member back to deliver it. The inquiry shows **Callback
scheduled** until the call happens. See [Automate Inquiry
Callbacks](/docs/guides/answer-every-call/automate-callbacks).
You can also change an inquiry's status from the card (for example, **Mark as
duplicate**).
The Context Panel [#the-context-panel]
The right panel keeps the customer's record beside the conversation. It has
three tabs:
* **Details**: contact info and any **Do Not Call** or **Do Not SMS** flags,
who the customer is assigned to, upcoming appointments (click **+ New** to
book one), policy details, and Medicare information. You can change a
policy's **Status** right here. **Cancelled** and **Not Approved** ask for a
reason.
* **Tasks**: every open task and requirement, grouped by policy. Click **+
Add** for a new task or requirement. Requirements track paperwork as **Not
Captured** or **Captured**.
* **Notes**: every note on the customer, including ones added during calls.
Click **Open Customer Page** for the full record, or **Hide panel** to give
the conversation more room.
Marking a Thread Done [#marking-a-thread-done]
Click **Mark as done** when there's nothing left to do. It stays disabled
until every open task, requirement, and inquiry on the customer is resolved,
so nothing gets buried with work still attached.
Marking a thread done also clears an unanswered text. The thread comes back
the moment the member texts again, or you can click **Reopen** to bring it
back yourself.
The next step: your availability and the softphone.
Where your open inbox work rolls up each morning.
How inquiries get their priority, and how to set up your team's queues.