Your Inbox is the main control center where you handle all of your conversations with clients and leads in one place. It unifies every channel your practice uses to communicate — SMS text messages, phone calls, email, Facebook, Instagram, WhatsApp, Google reviews, and web chat — so your team never has to jump between apps to stay on top of communications. From this single hub you can reach out to any contact by phone, text, email, or social message, respond quickly, and keep the whole team aligned.
This guide walks you through what the Inbox is, how the screen is laid out, the activity cards that surface real-time updates inside a conversation, and how to navigate between panels. Whether you are managing client inquiries or coordinating with teammates, understanding this layout helps you streamline your workflow and stay productive.
Step 1: Open the Inbox. Select the Inbox option from the main navigation to enter your unified conversation hub. Every message, call, and social interaction across your connected channels flows into this view.
The Inbox is organized into columns and panels so you can move from a list of conversations, to the details of a single thread, to everything you need to know about the contact — all on one screen.
Step 2: Review the Message Panel. The Message Panel is the list of your conversations. Use it to browse incoming and ongoing threads, see who has messaged you, and select the conversation you want to open.
Step 3: Check the Conversation Header. The Conversation Header sits at the top of an open thread and shows the key details for the conversation you are viewing, giving you quick context on who you are talking to.
Step 4: Explore the Conversation Panel. The Conversation Panel is the center column where the message thread lives. Here you read the back-and-forth history, see messages arrive in real time, and reply across whichever channel the contact is using — SMS, email, Facebook, Instagram, WhatsApp, or web chat. Activity Cards (described below) also appear inline in this panel.
Step 5: Open the Contact Details Panel. The Contact Details Panel displays the contact's information, so you have their details on hand without leaving the conversation.
Step 6: View the Appointments Panel. The Appointments Panel shows any upcoming schedules tied to the contact, so you can see at a glance what is booked.
Step 7: Check the Opportunity Panel. The Opportunity Panel surfaces business prospect details for the contact, helping you track where they stand in your pipeline while you communicate.
Activity Cards provide real-time updates on key interactions directly inside the conversation, eliminating the need to switch between different sections of Aesthetix CRM. Whether a new opportunity is created, an appointment is rescheduled, or an invoice is sent, these cards keep your team informed and give instant access to the relevant action with a single click.
Real-Time Notifications: Instantly view important updates about client interactions.
Seamless Workflow Management: Edit and manage opportunities, appointments, Do Not Disturb status, and invoices without navigating away from the conversation.
Enhanced Team Collaboration: Keep all team members aligned on critical updates.
Faster Decision-Making: Access the actions you need in just a few clicks, improving response time and efficiency.
Activity Cards appear directly in the Conversation Panel, so you receive relevant updates in real time. Instead of manually checking different sections of the platform, you can monitor and respond to important changes right within your ongoing conversations. This keeps everything visible in context and lets your team manage client interactions more effectively.
Activity Cards often give you the opportunity to perform, update, or edit the item they refer to, with no need to navigate away from the Inbox — for example, viewing and updating an appointment, an opportunity, or an invoice from the card itself.
Activity Cards ensure that important updates about opportunities, appointments, contact preferences, and invoices are instantly visible within the conversation.
Opportunity Cards. Opportunity Activity Cards appear whenever a new opportunity is created, updated, or deleted, keeping you informed about potential leads from the start. Clicking View Opportunity on the card lets you make real-time modifications without leaving the conversation.
Appointment Notifications. Whenever an appointment is created, rescheduled, or canceled, an Activity Card appears in the conversation. This lets you track appointment status without switching screens. Clicking View Appointment opens a detailed appointment panel right within the conversation screen — no need to navigate away — giving you full control over the appointment details. Inside the View Appointment panel you can:
Get a quick overview: Instantly see the appointment title, date, and time so you know exactly when and what the appointment is for.
Check who's involved: See the assigned team member handling the appointment and the primary contact associated with it.
Access meeting links and calendar info: If the appointment is virtual, you'll find a direct meeting link to join instantly, plus which calendar it's linked to for better scheduling.
Know where the appointment was created: Whether it was booked through a conversation, a funnel, or added manually, you'll see the source of the booking along with who scheduled it.
Update appointment status: Confirm, cancel, or reschedule right here, keeping your team and client in sync.
Do Not Disturb (DND). Activity Cards notify you when a contact is marked as Do Not Disturb or removed from the DND list. These notifications keep communication preferences clear, so you always interact with contacts in the most appropriate way.
Invoice Statuses. When an invoice is sent to a contact or a payment is received, an Activity Card is displayed. Clicking View Invoice takes you to a detailed view of the invoice, giving you immediate access to payment status and transaction details.
The Inbox is designed so you rarely have to leave it. From here you can send messages across every channel, filter and sort your conversation list to focus on what matters, and use quick actions to move faster. For details on each, see the related guides:
Sending messages — how to compose and send SMS, email, and social messages from the Inbox.
Filtering conversations — how to narrow and sort your conversation list to prioritize the right threads.
Quick actions — the shortcuts that let you act on a conversation without navigating away.
How do Activity Cards help improve workflow efficiency?
Activity Cards consolidate critical updates in the conversation, reducing the need to switch between multiple sections. This lets you stay informed and take immediate action, improving overall workflow efficiency.
Can I customize which Activity Cards appear in my conversations?
Currently, Activity Cards appear automatically based on system actions such as opportunity updates, appointment changes, DND status changes, and invoices. There is no manual customization option, but all users receive the relevant updates.
Will Activity Cards notify all team members?
Yes. Activity Cards ensure that any team member with access to the conversation can view updates, which fosters better collaboration and keeps the team aligned on client interactions.
Can I take direct actions from an Activity Card?
Yes. Each Activity Card includes a View button, letting you quickly jump to the relevant section — Opportunities, Appointments, DND, or Invoices — to make changes or take action immediately.
Do Activity Cards replace email or in-app notifications?
No. Activity Cards complement your existing notifications by providing in-context updates within the conversation. They serve as a quick reference for recent actions, but you may still receive email or app notifications depending on your settings.
What attachment types are supported in the Inbox?
The Inbox supports the following attachment types: .pdf, .docx, .doc, .csv, .xlsx, .xls, .txt, .jpg, .jpeg, .png, .gif, .svg, .mp4, .mpeg, .mp3, .wav, .wave, .aiff, .aif, .aifc, .gsm, .ulaw, .vcf, .vcard, .pptx
Why am I receiving a "delivery incomplete" error email from Gmail when I use a BCC address while sending emails from my two-way sync email?
You may receive a "delivery incomplete" error from Gmail when using BCC addresses. Despite the error, your email is often still successfully posted to the CRM. This happens because BCC is used for logging purposes, and Gmail doesn't get a delivery receipt for that BCC address. So even though the email is logged successfully, you might still receive the error email.
Why am I unable to send Instagram DMs to people who are commenting on my Instagram posts?
For a business to send a DM to a contact, the contact has to send at least one DM within the last 24 hours. To reply to comments, use the Instagram Interactive Messenger action from workflows and set the reply type as Reply to comment via DM.
