1. What the Inbox Shows

Every interaction from your campaigns will appear inside the Inbox.

This includes:

• Inbound calls

• SMS replies

• Conversations started manually

• Leads pushed from enrichment

Each conversation represents a single lead, and all communication history is stored in that thread.

2. Understanding the Lead Source

Each lead in the inbox includes a Source label.

The source shows how the lead first entered the inbox.

Possible sources include:

• Inbound Call – The lead called back from a campaign voicemail.

• SMS – The lead replied to an SMS message.

• Manual - When leads are pushed in manually from enrichment / LinkedIn signals.

Important

The source does not change, even if the lead interacts through another channel later.

Example:

The source always reflects the original entry method.

3. AI Reply Classification

The first SMS reply from a lead is automatically analyzed by AI.

It will be categorized as one of the following:

• Positive

• Neutral

• Negative

This helps you quickly identify interested prospects versus leads that are not interested.

CRM Automation

From the Phone Numbers page, you can configure a webhook to automatically push positive replies into your CRM.

This allows qualified leads to be automatically transferred into your sales pipeline.

4. Sending and Replying to SMS Messages

The Inbox supports two-way SMS conversations.

You can:

• Reply directly to incoming messages

• Continue conversations with leads

• Send follow-up messages manually

Inside each conversation, you will see the complete SMS history, including:

• Messages sent from campaigns

• Messages sent manually

• Replies from the lead

This creates a single timeline of all communication with that contact.

5. Following Up on Missed Calls

If a lead calls your number but the call is missed, the conversation will still appear in the Inbox.

You can quickly follow up by:

1. Opening the conversation

2. Clicking Send SMS

3. Sending a reply message

Example follow-up:

Hi [Name], I noticed you tried calling earlier. How can I help?

This allows you to recover leads who attempted to reach you.

6. Sending Voicemails from the Inbox

You can send a voicemail to a lead directly from the conversation thread.

To do this:

1. Open the conversation

2. Click Send Voicemail

3. Type your voicemail message

4. Click Send

This is useful when you want to follow up with a personal voicemail during an ongoing conversation.

7. Blacklisting Leads

You can blacklist leads to prevent further outreach.

When a lead is blacklisted:

• They will no longer receive SMS messages

• They will no longer receive voicemail drops

Automatic Blacklisting

Any message containing "delete" will automatically trigger blacklisting.

This ensures compliance with opt-out requests.

You can also manually blacklist a lead from the conversation thread.

8. Using the Inbox as a Mini CRM

The Inbox includes basic CRM features to help organize leads.

You can:

• Add notes to a conversation

• Assign leads to team members

• Update lead statuses

This helps your team track conversations and manage follow-ups.

9. Adding Leads Manually

You can manually add a lead to the Inbox.

1. Click Add Lead

2. Enter the lead's details

3. Start messaging via SMS or voicemail

This is useful for leads that come from other channels outside of campaigns.

10. Enriching Leads with B2B Data

Topa also supports B2B enrichment.

You can:

1. Enrich a contact to find their cellphone number

2. Click Start Conversation

Once started, the lead will appear in the Inbox where you can:

• Send SMS messages

• Drop voicemails

• Continue follow-up conversations

11. White-Label and Team Access

The Inbox supports multiple users through white-label access.

Permissions work as follows:

Campaign-Based Visibility

Users can only see:

• Leads generated from campaigns assigned to them

Manually Added Leads

If a user manually adds a lead:

• Only users within the same user group can see that lead.

This ensures proper team-level access control when working with clients or agencies.