Objective
Use Convo Inbox to review, respond to, and track all inbound communications in one place, and use Call Monitoring to support live calls with listening, whispering, or barging when coaching or escalation is needed. This SOP helps team members stay caught up, improve response speed, and provide better customer support without changing where communication data lives.
Key Steps
1. Open Convo Inbox from Pete 2:24
Navigate to Convo Inbox to access a single view of communications.
Use this area to monitor what needs a response for you or the company.
Understand that Convo Inbox is designed to reduce the need to jump between multiple records.
2. Review the communication list and conversation history 3:02
View conversations grouped by person or phone number, not by channel.
Open a thread to see the full communication history for that contact or property.
Use the list to quickly assess communication health, including what is unread, unhandled, or awaiting response.
3. Search for a contact, property, or phone number 3:24
Use the search field to find records by name, address, or phone number.
Search by partial details if needed, such as the last four digits of a phone number or part of an address.
If results do not appear immediately, use Load More to reveal additional conversations.
4. Filter conversations by work type and ownership 3:24
Filter by Mine to see only your assigned conversations.
Filter by All Company for leadership or oversight.
Narrow the list further by status, such as Unread, Missed, or Voicemail.
Use filters to identify bottlenecks, missed follow-up, or team workload issues.
5. Interpret the color coding for communication types 4:42
Green indicates a call.
Blue indicates a message or text.
Yellow indicates email.
Red indicates an item that needs attention, such as a missed call, voicemail, spam, or an error message.
Use the color indicators to quickly identify what needs follow-up.
6. Respond directly from Convo Inbox 4:42
Start a call, SMS, or email directly from the inbox without leaving the screen.
Use templates, attachments, and other message tools as needed.
Keep the inbox current by responding from the same place where you review the communication.
7. Use Convo Inbox for daily triage and follow-up 5:01
Begin the day by checking for unread, missed, and voicemail items.
Work through the queue in order of priority.
Use the inbox to ensure no inbound communication is overlooked.
Apply this process for return-call discipline, voicemail backlog, and manager oversight.
8. Use Call Monitoring for live coaching and support 6:28
Use Call Monitoring when a team member is currently on a live call.
Choose this feature when you need to support the call in real time rather than after the fact.
Use it for coaching, rescue support, quality assurance, or escalation during active conversations.
9. Choose the correct monitoring mode 7:00
Listen: hear the call without being heard by the customer.
Whisper: speak only to the agent; the customer cannot hear you.
Barge: join the call so both the agent and customer hear you.
Switch between modes as needed and leave when the call is complete.
10. Confirm permissions before using Call Monitoring 7:36
Verify that the user has the call monitoring permission enabled.
If needed, go to Settings > Users and locate the user.
Add or remove the call monitoring checkbox based on role and access needs.
Note that users with the correct permission can see the headset icon and access live call monitoring.
11. Monitor live calls and document activity 8:11
View ongoing calls in the live monitoring list.
Join a call with the appropriate mode: listen, whisper, or barge.
Use the supervisor view to see linked properties and contact context.
Rely on the recorded monitoring history for training, accountability, and review.
12. Apply the features to common business scenarios 8:41
Use Convo Inbox for morning triage, return-call discipline, voicemail backlog, and manager oversight.
Use Call Monitoring for new hire ramp-up, live QA, hard conversations, rescue support, and peak volume.
Use both tools together to improve response speed, coaching, and customer experience.
13. Manage company-wide visibility carefully 29:11
If you are in All Company, be aware that clearing notifications may affect the whole team.
Switch to Mine when you only want to work your own items.
Confirm before using any bulk-clear action so you do not accidentally mark items handled for everyone.
Cautionary Notes
Do not bulk-clear items casually. Marking everything as read or handled can hide real follow-up work and cause missed revenue opportunities.
Use All Company carefully. Clearing notifications while viewing all company items may affect other users’ visibility.
Call Monitoring requires permission. If the headset icon is missing, the user likely does not have the required claim enabled.
Whisper mode is private to the agent only. The customer will not hear you, but the agent will.
Barge only when necessary. Use it for escalation or when the agent needs immediate help.
Convo Inbox does not replace tasks. Continue using tasks for workflow management; Convo Inbox is for communication verification and response tracking.
Tips for Efficiency
Start each day with a quick scan of Unread, Missed, and Voicemail items.
Use Mine for personal productivity and All Company for leadership oversight.
Search by address, name, or partial phone number to find records faster.
Use the Load More option when older conversations are not visible immediately.
Keep templates ready for common SMS and email responses.
Use Whisper during onboarding to coach new team members in real time.
Use Listen first when you need context before deciding whether to intervene.
Use the inbox and monitoring tools together to reduce response delays and improve consistency across the team.