Inbox Overview

Inbox is where your team manages conversations with clients, donors, staff, and contacts. It keeps messages, assignments, notes, attachments, calls, and tasks connected to the conversation record.

New to the Inbox? Start with Getting Started in the Inbox for a step-by-step first day. Want alerts when a message arrives or a conversation is assigned to you? Set up your notifications.

What you can do in Inbox

• View open and closed conversations.

• Search and filter conversations, including by tag name.

• Open a conversation to review its message history.

• Assign a conversation to yourself or another teammate.

• Send replies when the connected channel is configured.

• Add notes, tasks, calls, and attachments for follow-up.

• Select multiple conversations to tag or close them in bulk.

Secured messages vs. regular text messages

Inbox supports two different ways of communicating with a contact, and it's important to know which one to use:

• Regular text messages (SMS/email) are sent over standard, unencrypted channels. They're appropriate for general updates, reminders, and scheduling logistics, but they are not appropriate for sensitive information such as protected health information (PHI), financial details, or other private records. Treat anything sent as a regular text message or email as something that could be visible to others (e.g. shared inboxes, lock screens, or forwarded threads).

• Secured messages are delivered through the encrypted Inbox & Client Portal channel rather than plain SMS or email. The contact receives a notification and securely logs in to view and reply to the message, keeping the actual content out of standard text/email channels. Use secured messages whenever a conversation includes PHI, images, videos, documents, or any other information your organization treats as confidential.

When replying to a conversation, check which channel the message is using before including sensitive details. If you're unsure whether information should be shared securely, default to a secured message.

If you paste a plain web address (starting with http:// or https://) into a secured message, it is automatically turned into a clickable link, both in the staff Inbox thread and for the contact after they log in to the Client Portal. You don't need to add any special formatting, just paste the full URL and send.

Secured messages can also include image and video attachments. When a contact opens the message in the Client Portal, image attachments appear as inline thumbnails they can open at full size, and video attachments appear as a playable video with standard controls, so the contact doesn't have to download the file just to view it.

Administrators can customize the wording of the text invite that a contact receives for a secured message. See Customizing the Secure Message Invite.

When starting a brand-new conversation, the composer opens with the type your administrator set as the organization default, unless the link you clicked specified a type. See Inbox Settings to review or change that default.

Client, Donor, and Volunteer domains

Inbox conversations can be separated by Inbox Domain (Client, Donor, or Volunteer) so care texting, donor texting, and volunteer texting stay in their own mailboxes. Staff only see the domains their permissions allow. See Inbox Domains: Client, Donor, and Volunteer.

Common mailbox views

• Your Inbox: conversations assigned to you

• Unassigned: conversations that still need an owner

• Unresolved Texters: texts from phone numbers CoolFocus has not identified as a known person yet. See Unresolved Texters

• All: conversations your permissions allow you to view regardless of staff assignment

• Closed: resolved conversations kept for history (but can be reopened with the Reopen button, or if a client responds again to the closed text message)

Loading large mailboxes

To keep Inbox responsive, each mailbox view loads conversations a page at a time (100 at a time) instead of all at once. This matters most for Closed, which can accumulate thousands of conversations over time.

• When more conversations are available than are currently shown, a Load more conversations button appears at the bottom of the list.

• Select it to load the next page. It loads additional conversations without losing your place in the ones already shown.

• Search, filters, and sorting still apply across the whole mailbox, only the number of rows fetched at once is limited.

Inbox remembers where you left off

Inbox now saves your view as you work, so it opens back up the way you left it instead of always defaulting to Your Inbox.

• The mailbox you were in (Your Inbox, Unassigned, Unresolved, All, or Spam), including a teammate or tag filter you had selected

• Whether you were looking at open or closed conversations

• The sort field and direction you chose for the conversation list

This is saved per user, not per browser, so it carries over the next time you sign in, even from a different device. If nothing has been saved yet, or a saved teammate or tag filter no longer applies, Inbox falls back to the Your Inbox mailbox with open conversations sorted by last activity.

Pinning teammates in the sidebar

Below the mailbox views, the sidebar can show a Teammates list so that you can jump straight to a coworker's assigned conversations. This list only shows teammates you have chosen to pin. It no longer lists every teammate automatically.

• Scroll over the Teammates section and select the plus (+) button to open the picker.

• Search for a coworker by name and select it to pin or unpin that person from the sidebar.

• Drag a pinned teammate's handle to reorder the list, or use the keyboard to reorder without a mouse.

• Selecting a pinned teammate's name filters the current mailbox to conversations assigned to that person.

Your pinned teammates and their order are saved to your account, so the same list will appear the next time you open Inbox. Use the collapse arrow next to Teammates to hide or show the section.

Tags

Tags are short labels you can attach to a conversation, which are useful for tracking things like conversations that received no response, perhaps it's a shared phone, or any other pattern your team wants to follow up on or report on later. Select one or more conversations and use the bulk actions menu to add a tag, then search by that tag name any time to find them again. See Managing Conversations for details.

Note: Inbox Tags simply help you organize your message threads; they do not translate to the client's record. A conversation tag is only attached to the conversation in Inbox, not to the client record.

In this section

• Getting Started in the Inbox, your first day, step by step.

• Managing Conversations, the routine from first message to resolution, including tags and bulk actions.

• Unresolved Texters, texts from unidentified phone numbers and how to link them to a person.

• Notes, Tags & Tasks in Inbox Conversations, internal notes, tags, and how tasks reopen a closed conversation.

• Conversation Types and Linked Records, how conversations connect to people and work.

• Customizing the Secure Message Invite, editing the SMS a contact gets to log in and read a secured message.

• Inbox Settings, set the default message type the composer opens with (administrators).

• Sending Text Messages, writing good outbound texts.

• Understanding Text Message Delivery Warnings, what the yellow warning cards mean and what to do.

• Inbox Domains: Client, Donor, and Volunteer, separating client, donor, and volunteer texting.

• Merging & Cleaning Up Conversations, combining duplicates and keeping history readable.

• Inbox Best Practices, habits that keep the team running smoothly.

• Choosing What You're Notified About, get alerted about new and unassigned messages by in-app, text, or email.

• Purchasing Your Text Number, the one-time setup that makes messaging work (administrators).

Privacy reminder

Inbox content may include sensitive personal, medical, contact, or financial information. Follow your organization's privacy policy before sharing or exporting conversation details, and use secured messages rather than regular text messages whenever that information needs to be sent directly to a contact.