Navigating the Inbox (Lofty AOS)

Introduction

The Inbox gathers your communications in one place — text and email conversations with leads, group chats with teammates, call records, AI-handled messages, and system notifications. It opens as a panel from any page in the CRM and expands into a full-page view for longer sessions.

Opening the Inbox

1. In the left menu, click Inbox.

The Inbox opens as a panel on the left side of the page — a red dot on the Inbox menu entry means you have unread items. Use the 2 icons in the panel's top-right corner to expand it into the full-page view or close it with ×.

Understanding the List Pane

• The Search History box at the top finds past conversations.
• Next to it, 3 icon buttons: the … menu holds Mark all as read and Delete messages; the filter icon narrows the list to All Chats, Unread, Chat, or Email (a check mark shows the active choice); the + icon starts a new message.
• 2 folders sit above the conversation list, each with an unread badge: AI collects AI-handled items (voicemail and missed-call entries on the test account), and Notifs opens your system notifications.
• Each conversation row shows an avatar or channel icon, the contact name or email subject, a 1-line preview, a timestamp, and a red dot when unread.

The list mixes every channel: email threads, text conversations, group chats, and call entries such as “[Missed Call]”, “[Talked]”, and “VoiceMail”.

Browsing Notifications

1. Click Notifs above the conversation list.

The Notifications folder groups system messages into feeds, each with its own unread count. Feeds observed on the test account: Listing Promotion, Company Announcement, @Me, Task Reminder, Lead Alerts, Action, Showing Assistant, Opportunity, Unknown Inbound, Smart Plan, Transaction, and Homeowner Agent. Use the back arrow to return to the conversation list.

Expanding to the Full-Page Inbox

1. Click the expand icon in the panel's top-right corner.

The Inbox opens as a full page with the list pane on the left and the conversation pane on the right; the conversation pane greets you with “👏 Welcome to Lofty Real Estate” until you select a conversation.

Reading a Text Conversation

1. Click a text conversation in the list.

The conversation pane shows the messages as timestamped bubbles. The header holds a Chat / Note toggle and a … menu with Pin and Delete. The composer at the bottom shows:

• Sender Number: — the outbound number the reply will come from, with a dropdown to change it.
• A “Type Something…” message field.
• An icon row for enriching the message — including AI writing help (the sparkle icon) and property, image, and video content — with the send arrow at the right end.

Replying to an Email

1. Click an email conversation (rows titled with the email subject).
2. Each message shows the sender, the recipient under “To”, the date, and reply arrow icons on the right.
3. Click a reply arrow. The reply form opens at the top of the thread with From: (selectable), To:, Add CC and Add BCC, and Subject:, plus Template and Variable pickers, a rich-text formatting toolbar, and your email signature prefilled.
4. Click Send to deliver the reply, or Cancel to discard it.

Starting a New Message

1. Click the + icon next to the Search History box.
2. The panel switches to New Group: type an agent's name in the To: field or pick teammates from the Suggested list to start an internal conversation.
3. To text a lead instead, click Text with lead — a lead picker opens listing each lead with their phone number.

Questions?

If you have any questions regarding this topic or any others, please reach out to our Support Team via email at support@lofty.com, by phone at 1 (855) 981-7557, or by chat with us through your Lofty CRM.