> ## Documentation Index
> Fetch the complete documentation index at: https://help.withallo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Personal Inboxes

> Follow the calls and texts that concern you in one list: several lines combined, or one line narrowed to a phone menu option or a call tag

An inbox is your own view of the conversations you follow. It sits next to your lines in the switcher. It can be bigger than a line, with several lines in one list, or narrower, like only the callers who pressed 1 for Sales.

Each person has their own inboxes. Creating, editing or muting an inbox never changes what your teammates see.

**Available on:** Allo desktop and web app. Inboxes are rolling out team by team.

***

## What you can do with inboxes

> **Split a phone menu**
>
> Your website line plays "1 for Sales, 2 for Support". Sales reps get a Sales inbox, support gets a Support inbox. No forwarding to other lines.

> **Keep a callback list**
>
> An inbox on your lines with the "To call back" and "Follow-up later" tags. Every call that needs a follow-up lands in one place.

> **Follow a topic across lines**
>
> A "Porting" inbox across two support lines with the "Porting Issue" tag, so one person can own every porting case.

***

## How to create an inbox

**1. Open the switcher**

Click the line name at the top of the sidebar to open the switcher.

**2. Click New inbox**

Give the inbox a name, and an icon if you want one.

**3. Pick the lines**

Choose one or more lines on the left. For each line, choose what to follow (see [How to follow only part of a line](#how-to-follow-only-part-of-a-line)).

**4. Add filters (optional)**

Under **More filters**, narrow the inbox to some contacts or some call tags.

**5. Create inbox**

The inbox shows in your switcher, at the same level as your lines.

To change an inbox later, open its **⋯** menu in the switcher and choose **Edit inbox**. Deleting an inbox removes the view only. Your lines and conversations stay as they are.

You can have up to 50 inboxes.

### Suggestions

The **Suggestions** list in the editor comes from how you work: the phone menu options that ring you, and the lines where you answered calls or sent texts this month. Click **Use this** to add one.

Allo can also offer an inbox in the switcher, for example "You're rung on Sales. Create an inbox for it?". Click **Create** or **Not now**.

### Your first inboxes

The first time inboxes are on for you, Allo sets some up from how you work and tells you which ones. Keep them, edit them, or click **Undo** to remove them and set things up yourself.

> [!NOTE]
>
> You can also set up inboxes by asking your AI assistant, for you or for a teammate. See [Allo MCP](https://help.withallo.com/en/integrations/mcp.md#inboxes).

***

## How to follow only part of a line

For each line in an inbox, choose what to follow:

| Choice | What shows in the inbox |
| - | - |
| **Everything** | Every call and text on the line, whatever the caller did. |
| **Only part of it** | Only the callers who pressed the phone menu options you tick. Ticking an option follows everything under it. |

**Only part of it** needs a [phone menu](https://help.withallo.com/en/features/call-flows-phone-menu.md) on the line. A line without a menu can only be followed whole.

Texts never go through the phone menu. To see texts in a partial inbox, tick **Texts and callers who pressed nothing**.

Each line keeps its own choice, so one inbox can follow a whole line and one option of another line.

***

## How to filter an inbox

Filters narrow an inbox to the conversations that match, on every line of the inbox.

You can filter on:

* **Types** of conversation
* **Teammates** who answered
* **Contacts** and **contact lists**
* **Call tags**, applied by AI or by hand (see [Call tags](https://help.withallo.com/en/features/call-tags.md))

Set contacts and tags in the inbox editor, under **More filters**. You can also filter the conversation list and click **Save to inbox** to keep those filters on the inbox. Filters you don't save reset when you switch inboxes.

### How to match tags: Any call or Latest call

When an inbox filters on tags, choose how tags are matched:

| Option | A conversation shows when |
| - | - |
| **Any call** | Any of its calls has one of the tags. It stays once a call is tagged. |
| **Latest call** | Its latest call has one of the tags. It leaves after a newer untagged call. |

Use **Latest call** for a to-do list like "To call back": once you call the contact back and that call isn't tagged, the conversation leaves the inbox.

***

## How to pin conversations and favorite inboxes

**Pin a conversation** to keep it at the top of your inbox, in the **Pinned** section. Pins are personal. You can pin up to 10 conversations.

**Favorite an inbox** to keep it at the top of the switcher. Open the inbox's **⋯** menu and choose **Add to favorites**.

***

## How inbox notifications work

Inboxes never change who a call rings. Your [call flow](https://help.withallo.com/en/features/call-flows.md) decides that.

Inboxes decide the alerts that come after the fact: missed calls, voicemails and texts, for people who were not rung.

**You are always notified for:**

* Calls that ring you
* @mentions
* [Thread](https://help.withallo.com/en/features/threads.md) replies

**For everything else on a line:**

| Your setup on the line | What you get |
| - | - |
| No inbox on the line | The line's usual alerts. |
| One or more inboxes on the line | An alert only when one of your unmuted inboxes covers the conversation. |

An inbox covers a conversation through its lines and phone menu options. Saved filters (tags, contacts, types, teammates) don't change alerts.

**Safety net:** if nobody was rung and nobody's inbox covers a conversation, the line's usual recipients are alerted.

**Mute** is per inbox. Open the inbox's **⋯** menu and choose **Mute notifications**, or turn off **Notify me** in the inbox editor. Calls that ring you, mentions and thread replies still notify you.

***

## Known limits

* Inboxes work on the desktop and web app. They are not on mobile yet.
* The switcher doesn't show an unread count per inbox. Inside an inbox, the **Unread** and **Needs action** tabs show their counts.
* Search doesn't span all the lines of an inbox yet.

***

## FAQ

> **Why didn't I get a notification?**
>
> Check these, in order:
>
> * **The inbox is muted.** Open its **⋯** menu. If you see **Unmute notifications**, it is muted.
> * **Your inbox doesn't cover that part of the line.** If you follow only option 1 on a line, you are not alerted for option 2 or for texts, unless you ticked **Texts and callers who pressed nothing**.
> * **Another inbox covers the line, not this one.** Once you have any inbox on a line, you get alerts only through your inboxes on that line.
> * **Saved filters don't affect alerts.** An inbox filtered on a tag still alerts you for every conversation on its lines and options.
>
> Calls that ring you, @mentions and thread replies always notify you, whatever your inboxes.

> **Why is a conversation missing from my inbox?**
>
> * **The caller pressed another menu option.** A partial inbox shows only the options you ticked.
> * **It's a text, or the caller pressed nothing.** Tick **Texts and callers who pressed nothing** on that line.
> * **A saved filter hides it.** Check the filters on the inbox. With tags on **Latest call**, a conversation leaves after a newer untagged call.
> * **The line isn't in the inbox.** Edit the inbox and add the line.
>
> The conversation is still on its line. Open the line from the switcher to find it.

> **Does an inbox change who my calls ring?**
>
> No. Who a call rings is set by the line's [call flow](https://help.withallo.com/en/features/call-flows.md). Inboxes only change what you see and which after-the-fact alerts you get.

> **Can my teammates see my inboxes?**
>
> No. Inboxes are personal. Admins and managers can set up an inbox for a teammate with [Allo MCP](https://help.withallo.com/en/integrations/mcp.md#inboxes). That inbox belongs to the teammate.

> **I deleted an inbox. Did I lose conversations?**
>
> No. Deleting an inbox removes the view only. Every conversation stays on its line.

***

## Related features

> **[Build a phone menu](https://help.withallo.com/en/features/call-flows-phone-menu.md)**
>
> Build the phone menu an inbox can follow

> **[Call tags](https://help.withallo.com/en/features/call-tags.md)**
>
> Tag calls by hand or with AI, then filter an inbox on them

> **[Call flows](https://help.withallo.com/en/features/call-flows.md)**
>
> Decide who a call rings

> **[Allo MCP](https://help.withallo.com/en/integrations/mcp.md#inboxes)**
>
> Set up inboxes with your AI assistant


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