The Inbox (/inbound) lists every incoming item (called a signal). Use it to check what the AI decided and to convert items that were not created automatically.

Steps

1. Open Inbound Inbox in the sidebar. Filter by status, channel or type (All statuses, All channels, All types).
2. Click an item to open its detail page. Review AI Summary, AI Priority, Classification, Extracted Data and Identity Resolution.
3. Check the customer. Under Probable Matches pick the right one, or use Not the right match? Search & link a customer. With no match, fill in the new customer details.
4. Convert it:
   • Convert to Lead (Create Lead): creates a contact and a CRM pipeline entry, linked to an existing customer if one matches.
   • Convert to Support Ticket (Create Ticket): creates a support ticket linked to the signal. Department and Category are required.
5. Or Dismiss it if it needs no action.

Other actions

• Edit AI Analysis if the AI got it wrong; a low-confidence warning asks you to verify category and routing first.
• Reprocess / Retry Pipeline for failed items (Failure Details show why).
• Add a note with Save Note. Delete Signal removes it permanently.

Tips

• Items with Converted status already have a lead or ticket.
• A reply with the same email or phone within 24 hours joins the earlier ticket automatically.