How the shared inbox works

Each Ody phone number has one shared inbox: everyone in your workspace sees the same conversations, and each customer gets a single thread that mixes their texts, photos, calls, voicemails, and AI-handled calls in order.

How it's organized

1. One inbox per number. When your workspace gets a number, Ody creates its inbox and subscribes every workspace member, so the whole team has visibility from day one.
2. One conversation per customer. The first text or call from a phone number creates a conversation (and a lightweight contact) automatically. Everything with that customer stays in one thread.
3. A unified timeline. A thread isn't just SMS — it shows MMS photos inline, call entries with duration, voicemail with a playable recording and transcript, and "AI agent handled this call" summaries.

Working the inbox

1. Click Inbox in the left sidebar. Conversations are sorted by most recent activity, with a preview of the last message.

2. Use the Open / Done toggle at the top to switch between active conversations and ones you've wrapped up. See Mark conversations Open or Done.

3. Click a conversation to open the thread and reply. Opening it clears your personal unread badge — unread counts are tracked per person, not per team.

4. On the right side of a thread, switch between Details (the contact card), Internal (private notes your customer never sees), and Tasks (follow-ups linked to this conversation).

5. When the Live badge shows next to the inbox title, new messages are pushed to your screen in real time. Without it, the inbox still refreshes itself every few seconds.

On your phone, the inbox is the Inbox tab, with Open / Done / All filters and swipe actions on each row.

Related articles

• Send your first text
• Mark conversations Open or Done
• Assign a conversation
• Review Astra call summaries