Using the Staff Inbox

The Inbox is your team's shared workspace for managing conversations with members. It collects incoming messages into threads so any staff member can pick up a conversation, reply, and keep the discussion in one place.

You will find Inbox in the sidebar under the Operations group (route /inbox).

Layout

The Inbox uses a two-pane layout:

• Left panel — the list of conversation threads, with filters and a search box above it.
• Right panel — the full thread view for whichever conversation you select.

On a phone, the panels swap: the thread list takes the full screen, and opening a conversation replaces it with the thread view. Use the back control to return to the list.

When no conversation is selected, the right panel prompts you to "Select a conversation to view."

Filtering the Thread List

Above the thread list you can narrow what you see:

• Status — filter by thread status. The Inbox opens on Open threads by default, so you focus on conversations that still need attention. Switch to All to include resolved and closed threads.
• Channels — filter by the channel a conversation came in on, so you can focus on just email or just SMS conversations.

Searching

Use the search box at the top of the left panel to find a conversation. Search matches both message content and member names, so you can type a member's name or a phrase from a message to jump straight to the right thread.

Reading and Replying to a Thread

1. Click a thread in the left panel.
2. The full conversation opens in the right panel, showing the message history in order.
3. Type your reply and send it. The response goes back to the member on the same channel the conversation is using.

Because the Inbox is shared, the conversation history stays with the thread. If a member messages on Monday and a different staff member follows up on Wednesday, the full context is right there — no one has to ask the member to repeat themselves.

The Unassigned Bucket

Some incoming messages — particularly emails and texts from numbers or addresses GymPoint cannot automatically match to a member — land in the Unassigned bucket at the top of the thread list. These are conversations that need a person to confirm who the sender is.

To process them:

1. Click the Unassigned bucket and choose a channel (email or SMS).
2. Review the unmatched messages in that channel.
3. Match each message to the correct member.

Once a message is matched, it moves into the regular threaded view tied to that member's record, and the Unassigned count goes down. Clearing the Unassigned bucket regularly keeps every conversation attached to the right member.

Starting a New Conversation

To reach out to a member rather than waiting for them to message you:

1. Click New Message at the top right of the Inbox.
2. Choose the recipient and compose your message.
3. Send it. The new conversation appears as a thread in the Inbox.

Inbox vs. Communications

The Inbox is for one-to-one, two-way conversations with individual members — questions, follow-ups, and support. It is not a broadcast tool.

For sending the same message to many members or leads at once — announcements, campaigns, and portal posts — use Marketing > Communications instead. See the messaging articles for that workflow.

Front Desk Tips

• Keep the Inbox open during staffed hours so member questions get a quick response.
• Work the Open filter down to zero before the end of a shift so nothing is left hanging.
• Check the Unassigned bucket at least once per shift so stray messages get matched to the right member.