We've reworked how conversations move through your Inbox. The headline change: a real Read / Unread / Archive model that mirrors how you already think about your email — plus keyboard shortcuts, bulk actions, and saved filters to make a busy queue manageable.
What's new: the rebuilt Inbox (August 2026)
The Inbox has had a ground-up rebuild. The Read / Unread / Archive model described below still applies — these additions sit on top of it.
One merged "All" view — a contact's texts, emails, website chats and calls in a single time-ordered thread, with a small tag on each message. Calls appear as compact cards showing direction, status, duration, voicemail flag and transcript. Pick which channel to answer on from the reply box without leaving the view.
Advanced filters with saved, named views — filter by how recently a conversation was active, whether the last message came in or went out, attributes (starred, sent, drafts, archived), multiple labels at once, and journey stage. Name and save any combination as a reusable view, listed in its own section of the left rail.
Ownership folders — "only assigned to me" (which leaves out threads the AI assistant is auto-replying to) and "not assigned to AI," plus a dedicated My Inbox folder locked to exactly that combination.
Filters stay put — across folders and across sessions, and are remembered per school after you close the browser.
Real sender attribution — each row names the actual sender of the last message (a named staff member, the AI assistant, or the specific automation), so threads answered by AI are no longer credited to a human advisor.
Journey stage while you reply — a bar under the conversation header shows the contact's journey and current stage, linking to their journey activity.
Clearer AI takeover — the control says what will happen (take over from AI, or let AI take over), and you can hand a thread back on a schedule — in an hour or tomorrow, in your own time zone.
One tab per channel instead of one per phone number, a draggable divider between the list and the open conversation, and the website chat channel is now called Website widget.
Removed: the "AI handled __% of replies this week" strip above the list (the same figure is still on the inbox dashboard).
The three states
State | What it means | When it applies |
Unread | New message you (or your team) haven't read yet | The moment a new inbound message lands |
Read | You've opened the conversation | As soon as you open the thread; can also be set manually |
Archived | The conversation is closed and out of your active queue | When you archive it manually — or a new inbound message will auto-unarchive |
A conversation can move back and forth between these states for as long as the contact is active.
What happens automatically
A contact replies to an archived conversation → the conversation automatically reopens and goes back to Unread.
A new message lands on a conversation you've already read → it flips to Unread again.
An archived contact sends a new message → the contact is automatically unarchived.
Multiple staff in the Inbox → everyone sees the same conversations in real time; the read/unread state is per-user.
Your unread count may not match a teammate's. That's expected — read/unread is tracked per person.
Filters and saved views
The filter bar at the top of the Inbox lets you slice the list quickly:
Filter | Shows |
All | Every conversation |
Unread | Conversations with new, unread messages |
Active | Open (not archived) conversations |
Archived | Archived conversations |
You can also filter by assigned to me, channel (SMS, email, voice), or label. Save a filter combo as a Saved View so you can come back to it in one click — common ones include "Unread assigned to me," "Active leads," and "Awaiting reply > 24h."
Keyboard shortcuts
Shortcut | Action |
J / K | Move down / up the conversation list |
Enter | Open the highlighted conversation |
E | Archive the current conversation |
Shift + E | Un-archive |
Shift + U | Mark as Unread |
Shift + R | Mark as Read |
R | Focus the reply composer |
/ | Focus the search bar |
? | Show the full shortcuts cheat sheet |
Keyboard shortcuts are on by default. You can disable them under My Settings > Inbox preferences.
Bulk actions
Click the checkbox on any conversation, or Select all in view.
The action bar at the top shows: Mark read, Mark unread, Archive, Un-archive, Assign, and Add label.
Pick one and the action applies to every selected conversation.
Bulk actions don't notify contacts — they're internal-only state changes.
What happens to an archived conversation
Archived conversations:
Stay searchable and fully readable.
Don't show up in your default "Active" view.
Keep all attachments, recordings (Voice), and message history.
Auto-unarchive the moment a new inbound message lands on them.
Archive is reversible. To remove a conversation permanently, that's a contact-level delete governed by your data-retention policy.
FAQ
Where did my old "Resolved" status go?
Resolved was folded into Archived. Anything that was Resolved before is now Archived.
Can I un-archive?
Yes — either manually (Shift + E, or Un-archive in the action bar) or automatically when the contact sends a new message.
Why is my unread count different from my teammate's?
Read/unread is tracked per user.
Does archiving notify the contact?
No. Archive is an internal state change.
Can I bulk-archive everything older than 30 days?
Filter by last activity older than 30 days, select all in view, then click Archive.
Are keyboard shortcuts on by default?
Yes, but you can disable them under My Settings > Inbox preferences.
If something looks wrong
If a conversation behaves unexpectedly, note the conversation ID (shown in the conversation header), capture a screenshot of what you're seeing, and contact Lumion Support. See How to Contact Lumion Support.