# Work through the Inbox

> Open holds only the calls that need a person and open SMS threads — your assistant resolves everything else on its own, and you find it under All.

https://scoco.ai/en/docs/inbox/

Every call your assistant takes lands in the Inbox, and, if your account has its own SMS number, so does every text sent to it. This page shows what waits for you under **Open**, how to assign, annotate and resolve calls, how to reply by SMS, and who may mark calls as spam or delete them.

## Open, All, Resolved

- **Open**: what still needs a person. The number on the tab counts these items.
- **All**: every call and every SMS thread, resolved ones included.
- **Resolved**: what someone on your team, or the assistant, has closed.

These results stay open after a call:

| Result | Why it stays open |
|---|---|
| **Transfer failed** | Someone wanted to speak to a person and reached nobody. Always **Urgent**. |
| **Message taken** | The assistant took a message. This includes a call that ends after the caller gave a callback number but before the assistant could finish the message. **Urgent** when it recorded the matter as urgent. |
| **Connection failed** | The caller could not get through. If their number is known, someone should call back. |
| **No interaction**, to an [assistant that is offline](https://scoco.ai/en/docs/several-assistants/#silence) | The caller heard that the line is not available. If their number is known, call back when you are back. |

The assistant resolves everything else on its own: a booked appointment, an answered question, a transferred call, spam, and calls in which nobody said anything. These rows carry the **automatic** mark in the list. An SMS thread stays open until someone resolves it, and reopens as soon as a new text arrives.

## Work on a call

1. Click a row in the **Inbox**. **Summary** and **Captured data** are at the top, the **Conversation (transcript)** below.
2. Use **Assign** to give the call to someone on your team. Their name then shows in the list.
3. Under **Notes & history**, write a note and save it with **Note**. The same panel shows who assigned the call or changed its status, and when.
4. **Call back** opens the caller's number in your device's phone app.
5. When everything is done, click **Resolve**. **Reopen** brings the call back to **Open**.

If the call ran in another language, the call view names it at the top, and the captured data is in your account's language, with the caller's own words under **In the original**. The conversation is shown translated, the original one click away. More under [Languages](https://scoco.ai/en/docs/languages/#summaries).

If a [test call](https://scoco.ai/en/docs/test-call/) held something back, such as a transfer or an appointment in your calendar, the **Test call: not carried out** card shows what a real call would have done.

Notes cannot be edited or deleted. To correct a mistake, add another note. **More actions** also holds **Export transcript** and, if the caller is not a contact yet, **Create contact**.

To resolve or assign several calls at once, tick the boxes on the left of their rows and choose **Resolve** or **Assign** in the bar above. The keyboard works too: ↑ and ↓ move between rows, E resolves or reopens the selected one, A ticks it.

## Reply by SMS

When someone texts you, the thread appears as its own row in the Inbox.

1. Open the row. You see the **SMS thread**.
2. Type your reply into **Write a reply…** and click **Send**.

A reply can be up to 1,600 characters long. Messages the assistant sent by itself are marked **sent automatically**. If a text did not arrive, it says **Delivery failed**. When an SMS thread is done, click **Resolve** at the top of the thread. **Reopen** brings it back to **Open**.

## Mark as spam and delete

Only an **Owner** or **Admin** has these actions. They sit under **More actions** on an open call.

- **Mark as spam** blocks the caller's number on every assistant and resolves the call. If the number calls again, the assistant ends the call after one short sentence.
- **Remove spam mark** is there while the caller's number is on the block list. It takes the number off the block list on every assistant, also when you blocked it through a contact. That contact's other numbers stay blocked. The call's status does not change. To have it under **Open** again, click **Reopen**.
- **Delete call** removes the transcript, summary and history for good.

An assistant you create after marking does not block the number yet. **Mark as spam** and **Remove spam mark** then both show in the menu, and **Mark as spam** blocks the number on the new assistant too.

> **Warning:**
>
> A deleted call cannot be restored.

## Search and filter

The search box finds names, companies, numbers, summaries, captured data and the text of SMS messages. It searches when you press Enter. It does not search the wording of transcripts.

Under **Filters** you narrow the list by **Assistant**, **Result**, **Period** and **Assignee**. Every active filter shows as a chip above the list, where you can remove it. Filtering by **Assistant**, **Result** or **Assignee** hides SMS threads, because they have none of those properties.

## Common problems

**A call is missing from “Open”.** The assistant resolved it on its own. You find it under **All**.

**Your SMS reply is refused.** Replies need an SMS number of your account's own. If it is missing, the error message says exactly that.

**“Mark as spam” is missing or fails.** If the caller withheld their number, there is nothing to block. If the menu shows only **Remove spam mark**, the number is already blocked on every assistant and the call is resolved.

**This call is no longer available**. The call was deleted, usually when the retention period set under **Settings › Data & privacy** ran out.

**The call has no links to the assistant's history and knowledge.** The assistant was deleted, see [Delete an assistant](https://scoco.ai/en/docs/several-assistants/#delete). The call itself is kept.

_Last checked: 29 October 2026_