The unified inbox — Servicio docs

The unified inbox is the single most-used screen at most Servicio shops after the dispatcher. It merges every channel of communication with a client into one chronological thread: outbound automated messages, outbound manual replies, inbound emails, inbound SMS, portal messages, and internal notes.

The layout

Left rail: a list of all conversations, sorted by most recent activity. Unread threads are bold with a badge. Archived threads hide here.
Right pane: the selected conversation. Chronological thread with visual differentiation for outbound (green), inbound (neutral), and internal notes (amber).
Bottom: a composer with channel picker (email / SMS / note) and a language indicator showing what the client prefers.

Sending a message

Select a client thread (or create a new one from the client detail page).
Pick a channel: email, SMS, or internal note.
Type your message. For email, add a subject.
Hit send. Outbound is routed through Postmark (email) or Twilio (SMS). Internal notes never leave Servicio.

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Internal notes are for your team — mention a teammate, leave context for yourself, log a phone call. They appear in the same thread visually but are clearly marked as "internal" and never delivered externally. Use them instead of group-chatting about a client.

AI features in the inbox

Translate per message. Click the 🌐 icon on any inbound message to see it translated into your preferred language. A "show original" toggle lets you flip between views. Your outbound reply in English will be translated to Spanish on the way out if the client's preferred language is Spanish.
Suggest replies. Click "✨ Suggest replies" to get three AI-drafted responses in different tones (formal, warm, firm). Click "Use" on one to drop it into the composer. Edit before sending.

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AI features require an AI credit balance on your tenant. See AI credits & limits for details on the credit cap.

How automated messages appear

When the system sends an automated message (e.g., "on the way" SMS, visit completion email, invoice sent), it appears in the client's thread with an "auto" badge. You see exactly what the homeowner received. This is critical for trust: you always know what the system did on your behalf.

Inbound email and SMS

When a client replies to an email you sent through Servicio, the reply lands in the inbox. Same for SMS replies to our Twilio number. Email threading uses plus-addressing (r+hash@inbound.servicio.app) so replies always land in the right conversation.

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SMS requires your tenant to have a Twilio number provisioned (done automatically on paid tiers) and 10DLC registration complete. If you sign up fresh, there is a 2-3 day window while 10DLC registration completes — during that window, outbound SMS goes out on a shared number and inbound does not work yet.

Archiving and unread

Archived conversations drop out of the main list but are still searchable. A conversation auto-returns to the active list when any new message arrives. Mark-as-unread is useful for "I will handle this tomorrow" — it keeps the thread bold in your list until you act.