Zoho CRM | Use the Sinch Inbox

The Sinch Inbox makes it easy to manage all your SMS conversations in one place. You can see who has messaged you and when, view the full conversation history with each contact, check for unread messages or read messages still awaiting a reply and close conversations when no further response is needed.

Access the Sinch Inbox

To access the Sinch Inbox, from the left-side navigation menu, click on the Sinch Inbox and Bulk SMS tab. Make sure you're in the Inbox tab.

Navigate the inbox

There are some features here to help you manage your inbox effectively:

• Needs Reply: Conversations that don't have replies to the latest inbound message.
• Follow Up: Conversations that have been replied to but aren't closed yet.
• All Conversations: You can see all conversations by clicking the down-arrow next to the Needs Reply and Follow Up options and clicking All Conversations.
• Bulk reassign icon: Reassign the conversation to a specific user.
• Refresh icon: Refreshes the conversation inbox.
• Assigned User filter: Filter the inbox to view conversations assigned to specific users (or select 'All Users').
• Inbox Search field: Search the inbox for conversations relating to specific contacts.
• Inbound conversations: Click the conversation you want to view to open it.

Navigate the conversation

There are some features here to help you manage your conversations effectively:

• Contact Name: This shows the name of the contact in the conversation.
• Record tags (Add tags): Add and view any CRM record tags attached to the selected contact.
• Business card field: Toggle the arrow to display the business card for the selected contact. Click the pen icon to edit the information.
• Conversation Search field: Search for specific words or strings within the current conversation.

• + Add Task button: Create a follow-up task for the contact record.

  

• Opt Out button: Prevent the contact from receiving any further messages.
• Close Conversation button: Close the conversation and remove it from your active inbox.

• Utilities (cog) icon: Refresh messages, Call this number or refresh record data.

  • Refresh messages: Manually refresh the conversation and pull new inbound messages from the server.
  • Call this number: Open options to call the contact's mobile.
  • Refresh record data: Manually refresh data from the CRM record to reflect recent changes.

  

• Filter icon: Filter the current conversation content by From number or CRM User.

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• Menu (☰) icon: Configure sending options.

  • From: Select/change which From Number you want to use.
  • Sending to: Select/change which contact number to use (if the contact has multiple stored in their profile).
  • Who should be notified of replies?: Assign a specific user to be notified of replies.

  

• Outbound message: Includes sent date and time, sending account name and number, and recipient number.
• Inbound message: Includes received date and time, sender name, sender number, and inbound receiving number.
• + icon (quick functions): Click on the + icon to use template, schedule SMS or add an attachment to your message.
• New message content box: Type your message in the message box.
• Emojis icon: Open a table of emojis to add to your message.
• Send button: Click send the message.