Inbox: texts, email and calls

The Inbox holds every conversation with your contacts in one place: texts, emails and calls. (Texts used to have a page of their own; they now live here.) Under the page title, Yapii says what it is for: "Your conversations with contacts, email and text."

Around the Inbox

The Inbox has three columns:

1. The inbox list (left). At the top is My Inbox, your personal inbox, with the number of open conversations in brackets beside its name. A blue dot means something in it is unread, and a number says how many. Under each inbox are its folders: Inbox, Assigned, Drafts, Sent and Closed for My Inbox, and Inbox, Assigned, Sent and Closed for a team or shared mailbox. The inbox you have open is highlighted as one block, with a colored bar down its left edge that covers its name and its folders. If two inboxes have names that begin alike, each shows a second line under its name with its phone number or email address, so you can tell them apart. Above the conversations, a heading names where you are in words, such as "Washington Team / Inbox".

   • Inbox is the open conversations, and its number is how many are open.
   • Assigned in My Inbox gathers the conversations assigned to you from every inbox you can open. In a team inbox it is the ones someone is handling.
   • Drafts in My Inbox gathers the conversations where you started a reply and did not send it, from every inbox you can open.
   • Sent is the open conversations where your side sent the latest message, and Closed is the closed ones.
   • The other folders show a number only for the inbox you have open, and only while all types (emails, texts and calls) are shown. Narrow the list to one type and those numbers go away rather than show a smaller count.

   Pinning an inbox. Point at an inbox and press the pin beside its name (Pin this inbox to the top). Pinned inboxes sit together under Pinned at the top of the list, in the order you pinned them, and a new message never moves them. Press the pin again (Unpin this inbox) to put it back. Your pins are saved with your account, so they follow you to another computer, and they are yours alone.

   Every inbox you have not pinned is in one list below, sorted by its latest message, newest first. An inbox moves to the top on its own when a message arrives, and an inbox with no messages yet sits at the bottom. When an inbox's team covers one state, or its name starts with a state such as "Utah Listing Team", the state shows as a small line under its name. Only the inbox you have open, and My Inbox, show their folders. The Inbox count in the sidebar adds up My Inbox and the team inboxes you belong to. The Inbox opens on My Inbox. A team inbox also shows how many of its conversations are yours, such as "3 yours". Manage inboxes sits at the bottom of the list for owners and admins, and opens a full screen page (see Managing inboxes).

   Making the list wider. Drag the thin bar on the right edge of the list to make it wider or narrower. Double-click the bar to put it back to its usual width. With the bar selected, the arrow keys change the width a little at a time. Yapii saves the width with your account.

   At the top of the list sits a Filter inboxes box. Type part of an inbox's name or its state to narrow the list while you are on the page. Choose inboxes (N of M) opens a list of checkboxes, with Select all, Select none and Only inboxes I'm on, so the list shows only the inboxes you work in. Yapii saves your choice with your account and shows an inbox that is created later. Hiding an inbox only tidies the list: it does not change which inboxes you may open, its counts or its notifications, and the inbox you have open is never hidden.

   To stop an inbox you do not work from adding to your unread count, open the menu beside its name (the three dots at the right of its row) and choose Mute for me. Unmute turns it back on. A muted inbox is left out of your unread badges, such as the one on Inbox in the left menu, the blue dot on Other inboxes and the unread line on the phone app's Today screen. You also stop getting new-message notifications for it: the bell, the text-forward email and the alert for a new email reply. It is marked with a small muted icon, still shows its own unread count (in gray), stays in the list and opens normally. The mute is yours only: everyone else on the inbox, and who it routes and rings, are unchanged.

   On a narrow window the list is replaced by a bar above the conversations that names where you are, such as "My Inbox / Inbox". Press it to open the same list in a panel, which closes when you pick a folder.

2. Conversations (middle). On a wide screen (about 1280 pixels or more), the first conversation in the list is opened for you in the reading pane when you arrive. Opening it this way does not mark it read, so your unread count stays as it was until you click a conversation yourself.

   • Switch between Open and Closed.
   • Choose a view: All, Unread, Assigned to me, Sent or Claire. Sent shows the conversations where your side sent the latest message. Claire shows the conversations Claire has been working, so you can read her outreach apart from your own: texts where the latest message your side sent came from her, and calls with a contact she has called. It only narrows the list. All still shows every conversation, so nothing that needs a person drops out of sight.
   • The list refreshes about every 10 seconds while the page is open, so a new reply moves its conversation to the top quickly.
   • Filter by Emails, Texts and Calls.
   • Select several conversations to act on them together.

3. The conversation (right). The full thread, with the contact's details beside it. When the contact has a property address on file, it shows under their name at the top of the conversation and as Property address in the details. A thread opens at its newest message, so you do not scroll past the history to read the latest. Under the Note and Task buttons, the contact's three most recent notes are listed, so you can see what a teammate already wrote before you reply. The panel also lists the contact's Recent conversations, so you can jump to another thread with the same person, and their recent activity.

Selecting every conversation

Tick a few rows and a line above the list says how many of the loaded conversations are selected. When more match than have loaded, it offers Select all N, with N the real total for the view you are in. Picking it selects all of them, including the ones that have not loaded yet, and the line changes to something like "All N conversations are selected". Untick any row to leave it out (Include it again puts it back), or press Clear selection. The actions then apply to the whole set at once. If more than 5,000 match, the line says so and asks you to narrow the view.

Each conversation shows two things that are easy to mix up:

• Who's handling it: the person answering this conversation right now.
• Who owns the contact: the agent the contact belongs to.

Texts that arrived on a particular phone line are labeled with that line's name, for example "Yard signs".

A message a homeowner sends from their home value dashboard also arrives here, as an email conversation under the contact's name, marked From the homeowner dashboard. It goes to the contact's current agent.

What a conversation row marks

Every conversation row says who is handling it, and some rows carry a further label as well. Each label says in words what it means, so you never have to go by color alone.

Label	What it means
Assigned to you, Assigned to a name, or Unclaimed	Who is handling this conversation. Unclaimed means nobody has taken it yet, so anyone who can see the conversation may pick it up.
Overdue	The contact wrote last and nothing has gone back to them within 2 business hours. The time on the row turns red as well.
Not in CRM	Whoever wrote isn't one of your contacts yet.
Closed	The conversation is closed. A new message from them reopens it.
Draft	You started a reply here and have not sent it yet.

Each row also has its own Close or Reopen button at its right, so you can close a conversation without opening it.

The assignment label earns its keep in a team or shared mailbox, where several people can pick conversations up. Your personal mailbox is yours alone, so every conversation in it reads Assigned to you.

Overdue counts business hours, not hours on the clock. They are your workspace's own business hours, Monday to Friday, so an evening or a weekend does not push a conversation overdue.

A reply from Claire or from a campaign counts as a reply. A conversation Claire has already answered does not show as overdue, so nobody answers it twice.

Mailboxes

Mailbox	Who can see it
Your personal mailbox	Only you. Not even owners or admins can open it.
Team and shared mailboxes	Owners, admins and the people added to that mailbox.

Working a conversation

• Assign it to yourself or to a named teammate, so the team knows who's answering. The button at the top of the thread reads Claim when nobody has it, Take over when a teammate has it, and Release when you do.

• Mark as unread. It is in the More actions menu at the top of the thread.

• Close it when it's done. It moves to Closed, and a new message reopens it. Reopen brings it back.

• Reply. The box under the thread has two tabs, Reply and Note (N). On Reply there are two buttons:

  • Send text or Send email (the name follows the conversation) sends your words as written. A text leaves from the line it came in on. You can use a template. The arrow beside it has Send text and close or Send email and close, which sends and then moves the conversation to Closed until they reply, once the send has gone through. A send that fails leaves it open.
  • Tell Claire gives your point to Claire, who works it into her next message in her own words. If she is paused for this contact, it waits until she is resumed.

  The line under each button says what it will do. When a button can't be used, the line says why before you press it, for example when Claire is not running for this contact. On a closed conversation, a line says that sending keeps it in Closed until they reply. For a text you send yourself, that line is out of date: your text moves the conversation back to Open, so it is where your team looks. Send text and close closes it again once the send has gone through.

  You can't reply on a call. Use text or email on the contact instead.

• Drafts are kept. A reply you start and don't send is saved as you type. Open the conversation again and it is back in the box, and the row is marked Draft until you send it.

• Make the box bigger. Drag the reply box's top edge to make it taller or shorter. A long message scrolls inside it.

• Add a note. Press N (when you are not typing) or choose the Note (N) tab to write an internal note on the contact without leaving the thread. Teammates are mentioned the same way as everywhere else.

Email replies

An email reply has a formatted editor, with bold, italic, underline, lists and links. Under it:

• Cc / Bcc opens two boxes for extra recipients, up to 5 in each. Yapii checks each address and tells you which one is not usable. If a copy could not go to someone, you are told Sent, but not copied to everyone and who missed out.
• Attach files adds files, with the same limit as an email written from a contact's page (see Emailing one contact).
• Reply all appears on an email that was sent to several people. It copies the other people on the thread into your reply.

What you have typed stays with its own conversation, so a half-written reply never moves to a different person.

Blocking an email sender

On an email conversation, More actions at the top of the thread has Block and the sender's address. Blocking closes the conversation, and mail from that address no longer opens conversations in the Inbox. The mail still reaches the contact's record. The notice that confirms the block has Undo, in case you pressed it by mistake.

Text replies

A text reply can carry one picture or file, up to 5 MB, sent as a picture message (MMS). Use the paperclip beside the send button, titled Attach a picture or file (sent as MMS). A file that is too big says File too large.

Beside it:

• Attach a contact card sends your own contact details as a card the person can save to their phone. Owners, admins and team leads can also send a teammate's card.
• Insert an emoji opens a small emoji picker and puts the emoji where your cursor is. The line under the buttons says which of your numbers the text will come from. For a choice of number, see Choosing the number you call or text from.

A text you send yourself is filed in the inbox of the phone line it left from, when that line belongs to an inbox. If the person has no text conversation yet, the new one opens in that line's inbox, so the team that owns the line finds what it sent, and the person's reply lands in the same conversation. A person who is already talking with you in another inbox stays in that conversation. Texts you send to several people at once with Message in the Contacts list are filed the same way.

Under each text in the thread, after the time, Yapii prints the number on the other end: from (555) 555-0100 on a text the person sent, and to (555) 555-0100 on a text you sent. Hover over it to see The number this came from or The number this was sent to. A person can have more than one number, so this tells you which one they wrote from, or which one you texted. Email and calls do not show it.

Scheduling a text

The clock button sits beside Send text. Its hover text is Schedule this text for later. Write your reply, press the clock and pick a time. The list offers Today and Tomorrow, on the hour, from 8 AM to 8 PM in your workspace's time zone. An hour that has already passed today is left out. Picking a time schedules what is in the reply box, and a message says Scheduled with the time it will go out.

• On an email conversation the clock schedules an email instead. See Scheduling an email.
• The clock is also missing on a conversation that began on one of your phone lines. A reply there has to leave from that same line, and a scheduled text cannot do that yet, so send it right away instead.
• A text you scheduled shows Scheduled for and the time under it in the thread, with Edit and Cancel. Only the person who scheduled it sees those two. A teammate's scheduled text shows a plain Scheduled badge with nothing to press.
• Edit opens the words in a box with the same Today and Tomorrow list under it. Change the words, the time or both. Picking a time is what saves it, so there is no separate Save button. Cancel takes the text off the schedule, and Yapii confirms it.
• Edit and Cancel work only until Yapii picks the text up to send it. After that you are told it can no longer be changed.
• Yapii checks the person again when the time comes. If they have opted out or been suppressed by then, the text is canceled and never sent.

Scheduling an email

On an email conversation the same clock button sits beside Send. Its hover text is Schedule this email for later. Write your reply, press the clock and pick a time:

• Tomorrow morning, which is 8 AM tomorrow;
• This afternoon, which is 1 PM today. It is left out once 1 PM has passed;
• Tomorrow afternoon, which is 1 PM tomorrow;
• Pick a date and time..., which opens a date and time box and a Schedule button. A time that has already passed says Pick a time that has not already passed.

The times are in your own time zone, the one on your profile, not the workspace's. A message says Set to go out with the time, and the email shows Scheduled for and the time in the thread.

• Only the person who scheduled an email sees Edit and Cancel under it. A teammate's scheduled email shows a plain Scheduled badge with nothing to press.
• Edit opens the words in a box with the same three choices and a date and time box under it. Change the words, the time or both, and the choice you pick saves it. Under a picked date and time, press Save. Cancel takes the email off the schedule, and Yapii confirms it.
• Edit and Cancel work only until Yapii picks the email up to send it. After that you are told it can no longer be changed.
• Yapii checks everything again when the time comes, the same as for an email you send right now. If the person has opted out or been suppressed by then, or you are no longer allowed to send as that sender, the email is not sent. An email that is refused at that point is not tried again.

Private and shared templates

Text and email templates are either Private or shared with the workspace. A private template is seen and used only by the person who made it, and nobody else in the workspace sees it, in the template picker or anywhere else. A shared template can be used by everyone.

• Anyone can create, edit and delete their own private templates. A template a member makes is always private. A new template from an owner or admin who can share starts shared, and they can tick the box to keep it private.
• Only an owner, or an admin who has the Email Templates or Text Templates permission switched on, can share a template or change a shared one. Everyone else can still use the shared ones.
• The box on a template reads Private - only I can see and use this template. For a member it is ticked and locked, with the reason: Only an owner or admin can share a template with the workspace. Ask one of them, or keep it private. On a template that is already shared it is locked the other way, because a shared template cannot be made private, so nobody loses it. Make a new private template instead. For email, Duplicate gives a member a private copy.
• A list that has shared templates tells a member: You can change your own private templates. Only an owner or admin can change a shared one.

Automatic texts and rules that send from a template use shared templates only. See A rule that sends follows a template.

Texts whose words are only in Follow Up Boss

Follow Up Boss does not always hand over the words of a text. When one of those texts came over from Follow Up Boss, the conversation shows The words of this text are only in Follow Up Boss. in its place, and the conversation list shows the same sentence. If the contact is linked to a person in Follow Up Boss, Open in Follow Up Boss beside it opens that person's page there in a new tab, where you can read the text.

Working on many at once

Choose Select conversations and tick rows. The Actions menu can mark them read or unread, Close them, Assign to me, or Assign to... a teammate who can hold those conversations. Yapii refuses the whole set, before it changes anything, if a teammate you pick cannot be given one of them.

Texts from unknown numbers

When someone who isn't a contact texts one of your numbers, Yapii creates a contact for them and the conversation appears in the Inbox. Open it to rename the contact or link the message to the right person.

Sending a text from a contact

You can also text from a contact's page. Before any text goes out, Yapii checks:

• the contact hasn't opted out and isn't on your suppression list or marked Do Not Contact;
• it's within calling hours in the contact's time zone (you can still reply right away to someone who has just written to you);
• your workspace has text credits and hasn't hit its sending limit;
• your workspace's text messaging registration is active. Until it is, no text is sent, and you're told so instead of the text going out.

A text whose template uses a detail from a transaction, such as a closing date or a buyer's name, is not sent from a contact's page either, and you're told which detail. Send those from the transaction. See A text template fills in only where it was written to be sent from.

If a text is blocked, the message tells you why. The rules are explained in Texting and calling rules.

A person who opted out of texts gets none from Yapii until they opt back in or someone on your team turns texting back on for them. Only an owner or admin can mark a contact as opted in. If texting is paused for your workspace, the text is not sent and the message says "Texting to contacts is paused for this workspace, so this text was not sent." A workspace owner or admin can turn texting back on, and scheduled and automated texts wait and go out once it is back on.

Two of these you can deal with on the spot, from the text box on the contact's page:

• Outside texting hours. A text you write yourself is not held to the contact's texting hours, so you can send it at any time and there is no prompt. Texts from Claire and from bulk sends still wait for the contact's hours. Opt-outs, Do Not Contact and every other check still apply.
• No consent on file. If the text is refused because Yapii has no record that the person agreed to be texted, press Record their consent. Pick how they agreed (for example Client said yes in person or by phone), write a short note on when and how, and confirm that they agreed. Record consent saves it under your name, and your message stays in the box so you can send it. This lets your own texts through only. It never overrides a STOP or an opt-out, and it does not start Claire or any automated texts for that person.

Claire-only workspaces

Some workspaces are set so that only Claire texts contacts. In that case you'll be asked to reach the contact through Claire instead.

Calls

• Call a contact from their page, or have Claire call them.
• Yapii's own call sounds. A rising tone plays as soon as you press Call, while the call connects. A soft double tap plays when a call ends, and a short melody plays for an incoming call.
• More than one tab open. If you are on a call in one tab, the other Yapii tabs in the same browser don't ring for a new incoming call.
• Call waiting. If another call comes in while you are on a call, or while one is still ringing, the second call does not replace the first. The call bar shows Call waiting with the caller's name or number. Decline turns that caller away. End current and answer hangs up the call you are on and picks up the new one, and it shows only once your first call has been answered. While the first call is still ringing, the bar just names who else is calling. When the first call ends, the waiting call starts ringing in its place. A third call at the same time is turned away.
• Calls appear in the Inbox under the Calls filter and on the contact's timeline.
• When nobody answers. If a call to your number rings your team and no one picks up, the caller gets a text from the number they dialed: "Hi! This is" and your brokerage name, then "Just missed your call - I'll personally follow up within the hour." If you added a booking link in the AI Receptionist settings, the text ends with it. It goes out only when Answer calls is on in the AI Receptionist page's Settings tab, once for each call. A call someone answered is never texted, and neither is anyone who has opted out, is marked Do Not Contact or is on your suppression list.
• Calls that ring your cell phone. When an incoming call is put through to your cell, a short message tells you who is calling before you are connected. It says the contact's name only when Yapii is sure who it is and you are allowed to see that contact. Otherwise it reads out the number.
• Recorded calls get a short summary and coaching notes: what went well, what to improve, and a suggested next step. On the contact's page a call of 15 seconds or more also gets a summary and a transcript you can read, and Play recording plays it. See Phone calls in the activity.
• Incoming calls an agent answers are recorded too, as long as Your team's calls is set to Audio and transcript under Call recording. The call is filed under the person who answered it, so the Reporting call logs name that person as the agent. Calls from before this change keep the name of the number's owner.
• Hold. During a call you placed, there is a Mute button but no Hold button, because holding it would disconnect the person you are talking to. Hold shows on calls that came in to you.
• When a browser call does not connect, you hear why instead of one general message: the line is busy, there was no answer, or the number could not be reached and may be disconnected or not in service.

How you take calls

Each person chooses how their own calls work. Go to Settings, then Contacts, Ponds & Calls, choose the My calling tab, and find the How I take calls card. Your choice affects only you, not the rest of the team.

• The top of the card says Contacts see your company number: the people you call see your workspace's company number. There is nothing to set up.
• Talk through this computer: the call runs in your browser, with a headset or the computer's microphone. No phone number is needed and nothing rings on your phone. Press Test my microphone to check it before your first call. If the browser can't reach the microphone, the card tells you to click the lock icon in the address bar and choose Allow for the microphone.
• Ring my cell phone: Yapii calls your phone first, then connects you to the contact. Your own number is never shown to them. Put the number in My phone number and save. Then press Call me as a test to have Yapii ring that phone once, so you know it works.
• Record my calls: turn it off to stop your own calls from being recorded, even while your workspace records calls. If your workspace is not recording calls, the card says so, and the switch changes nothing until recording is on.
• Only ring me during my working hours: turn this on and pick your hours and days. Outside them, Claire won't put a caller through to you. She takes a message and keeps working the lead instead.

If you would rather contacts see your own number, open Advanced: show my own number to contacts at the bottom. It holds the same Agent Number setting as Agent Number settings in the Tools menu. Most people skip it.

If the Call panel can't use your browser for calls, it says why and offers Set that up, which opens this card so you can take calls on your phone instead.

Your connected Gmail or Outlook

If you connect your own Gmail or Outlook mailbox, Yapii copies emails with people who are already your contacts onto their timelines. It also reads your calendar so Claire doesn't book over your events. It only brings in mail with existing contacts.

When you connect a Gmail account, Yapii first shows Connect your Google account. It explains that Google is still finishing its review of Yapii, so Google shows a warning page first, and that this is normal. On that page, click Advanced at the bottom left, then Go to yapii (unsafe), then choose what to allow and click Continue. The box also lists in plain words what Yapii asks for: reading your email so conversations with contacts show on their timelines, sending email from your address when you reply to a contact, creating and reading calendar events, and seeing your email address. Press Continue to Google to go on. You can disconnect at any time.

You can also connect from your own inbox in Managing inboxes. Once connected, the Gmail or Outlook address becomes the address of your personal inbox, but only if that inbox does not already have one. An address you or an admin set earlier is never replaced, and an address another inbox already uses is left alone.

Claire doesn't answer your personal inbox

Claire answers replies to her own texts and emails. If a lead writes to your personal address, reply to that one yourself.

Managing inboxes

Owners and admins

Manage inboxes is at the bottom of the inbox list. A person who is not an owner or admin does not see it.

Manage inboxes opens as a full screen page over the Inbox, with Yapii's left menu still beside it. Press Back to inbox, or Escape, to return. The page has the inbox list on the left and the settings of the inbox you pick on the right. On a phone you see the list first, and All inboxes brings you back to it.

The list. Each inbox shows its type (Personal, Team or Shared), how many numbers and members it has and how many conversations are unread. Default, Hidden and Muted for you show as badges, and Reconnect needed shows when its Gmail or Outlook connection has stopped working. Once you have more than ten inboxes, a search box finds one by name, email or number. Chips above the list narrow it: All, Team, Personal, Has numbers, Has unread and Empty with a count (owners and admins only).

One inbox. Below the inbox's name is Mute for me (or Unmute), and an inbox you muted shows a Muted for you badge (see Around the Inbox for what muting does). The right side has its own groups:

• Where messages arrive: the email address and phone numbers that land in this inbox. While nothing is connected to a team or shared inbox, one Add menu offers Email address, Connect Gmail or Connect Outlook, and Phone number. Once something is connected, the usual rows for the address, the connection and each phone number take over. A number's row has a labeled Remove button. The Add a number to this inbox list offers only spare numbers, the ones nobody holds. A number held by another inbox, a person or the company line cannot be pulled from here. Free it up first, or use Move to... under Phone lines. Beside each number, When someone calls chooses who answers: Ring my team or AI receptionist followed by your workspace's receptionist name in brackets. Until someone picks, it shows what the workspace does today, marked (default).
• Who works this inbox: one list of the people on the inbox, with Add people to search your workspace and add more. Owners and admins always see every team inbox. Next to each person, Calls ring sets where a call to this inbox rings them: Desktop, Mobile, Both or Off (never rings, but they can still see the inbox). Mobile and Both ask for a cell number, and without one that person does not ring. Remove takes the person off the inbox. Press 1 to answer makes whoever picks up press 1 before the call connects, for everyone ringing on this inbox. A cell phone or outside phone can also have its own choice on the Ringing dialog (see Phone numbers).
• Settings: Rename, Make default and Hide from inbox (or Show in inbox). The default inbox gets anything Yapii cannot route by number, so it cannot be archived.
• Archive this inbox: Archive inbox keeps the conversations. Restore, under the Archived heading at the bottom of the list, brings the inbox and its people back, and its phone numbers become spare.

Your own personal inbox shows Connect Gmail and Connect Outlook, or the account you connected, with Reconnect needed and Reconnect Gmail or Reconnect Outlook if it has stopped working. Nobody else sees this row on your inbox.

Clearing out empty inboxes. An inbox counts as empty when it is a team inbox with no numbers, no people, no email address, no connected Gmail or Outlook and nothing open or unread. The default inbox, shared inboxes and hidden ones never count. When there are any, a banner reads, for example, "3 empty inboxes: no numbers, no people, no mail", with Review and archive. It opens Archive empty inboxes, where every empty inbox is ticked. Untick any you want to keep and press Archive with the count. If one cannot be archived, it stays in the list with the reason and the rest still go. Conversations are kept and Restore brings an inbox back.

Under the inboxes, a folded row, All phone lines, text-in codes and company line access, holds the settings that belong to the whole workspace. They are described under Phone numbers. Settings, under Phone, Texts & Calls, still shows the same tools laid out on one page, with Members and Ringing buttons on each inbox instead of the Who works this inbox group.

Phone numbers

Owners and admins

Buying and assigning phone numbers is in Settings, under Phone, Texts & Calls.

A number can belong to one agent, to a shared inbox, or to the whole workspace. Replies to an agent's number go to that agent.

Choosing the number automated texts come from

An owner or admin can choose which number automated texts use. Open Settings, then Phone, Texts & Calls, and find Send automated texts from under Phone lines in Inboxes & phone numbers. The list has every number on the workspace, including team inbox numbers. If your access does not include changing phone numbers, the setting is shown but read only.

Every workspace starts on Yapii's current choice, so nothing changes until someone picks.

Once you pick a number:

• Playbooks, sequences, automations, campaigns and custom agents text from it.
• Replies go to whoever the number belongs to, so an inbox number's replies land in that inbox.
• An agent with their own line keeps it for their own texts.
• Claire, transaction messages, appointment notices and texts a person types keep the numbers they use today. A reply to a conversation still leaves from the line it came in on.

Personal inbox numbers are not listed, because replies would land in one person's private inbox.

If the number you picked is later retired or moved somewhere else, automated texts go back to Yapii's current choice, and the setting says so until you pick again. If no other number can send them, the setting says they are not going out, and moving that number warns you first. Picking a spare number does not keep it: it is still released before its next monthly charge unless you choose Keep this number.

The company number

Every workspace is meant to have a company number. It is the number your team calls and texts from unless a person has a number of their own. Yapii looks for one for you, and owners and admins can set it up at once.

The Company number card is at the top of the Phone lines area. It shows Ready and the number, or Not set up yet and the reason. When there is no number, type an Area code (three digits, optional) and press Get number. Leave the area code blank and Yapii picks one that matches your market. The same choice is on the Company phone number row of the account check on the Dashboard. The screen shows what a number costs each month.

If you want to call from your own cell phone instead, add it under Tools, then Agent Number settings.

Phone lines

Owners and admins see the phone numbers as three plain tables, in Settings under Phone, Texts & Calls and, folded away, at the foot of Manage inboxes. Each row has one menu of actions at its right.

Table	What is in it	Actions
Company and team lines	Shared numbers. Anyone you add can call and text from them. Columns: Name, Phone number and Used by, which reads Whole team or the name of an inbox.	Move to..., and Remove from inbox and Park number on a team inbox line
Team members	Each person's own number. A person with no number reads Uses the company line. Calls and texts to a person's number go to them, and it is their caller ID.	Give a number or Change number, Swap number, Remove number, Park number, Delete number
Parking lot: not assigned to anyone	Numbers nobody holds, each with a status. The heading adds a count such as 2 parked when you have parked or kept any.	Assign to..., Keep this number or Stop keeping this number, Delete number

• Give a number or Change number lets you pick a number from the not-assigned table, or Get a new number. For a new one, an area code is optional, and leaving it blank matches the person's own phone. The person's old number, if they had one, becomes not assigned.
• Swap number trades two people's numbers. Both keep working right away, and nothing is bought.
• Remove number sends the person back to the company line, and the number becomes not assigned.
• Park number takes a number off its person or team inbox and keeps it, in one step. Yapii asks Park (number)? and says the number goes to the parking lot and rings nobody. It is kept, not released, and your workspace keeps paying for it until you assign it to a person or inbox, or delete it. Press Park to confirm. A person who held it goes back to the company line. It is the quick way to set a number aside without the risk of it being released after Remove number.
• Delete number gives the number back to the provider for good. You type the number to confirm, and calls and texts to it stop. Yapii refuses to delete a line that is still in use, and tells you why: your only line, the number your workspace or a person sends from, an inbox's line, a number Claire uses, or a line with recent texts or calls, open conversations or scheduled texts. Nothing changes when it refuses.
• Assign to... gives a not-assigned number to an agent (Agent: Name) or an inbox (Inbox: Name).

The parking lot is the table of numbers that ring nobody. Each shows a status: Keeping it for a number you parked or chose to keep, Releases in N days, Releases within a day or Releasing soon for one that is waiting to be released, or Not assigned. A parked or kept number stays in the parking lot until you give it to a person or inbox, and your workspace pays for it. Any other number is released back to the provider 2 days before its next monthly charge, so it stops costing money, unless you give it to someone or choose Keep this number.

Every move asks you to confirm first. If a move would leave your automated texts with no number to send from, Yapii warns you first in plain words and asks a second time before it goes ahead.

Company line access, at the top of the same screen, lets an owner or admin choose who may call and text from the company line: Everyone in the workspace or Only the people I choose. The choice also decides who sees that number in the Call from and From lists. Texts that Yapii sends on its own are not affected. An inbox number is limited by that inbox's own members instead.

Use a number you already own attaches one more number. It has to be set up with Yapii already, or be in your own texting provider account. That includes a number ported in from another system, once the port has finished. Yapii checks the number first and shows you what will change before you confirm. Texting from it stays blocked until your text registration is complete, but calls work straight away.

In Settings, under Phone, Texts & Calls, each inbox has Members and Ringing buttons. Their dialogs, and the one for creating an inbox, fit the screen and scroll their list, so the buttons stay in view with a long team. In Manage inboxes, the Who works this inbox group does the same job without a dialog.

Ringing opens How does this inbox ring?, which lists everyone who rings. Beside each person is a badge, Connected now or Not connected, showing whether their browser can take a call right now. Hover over it for a reminder that it can lag up to an hour behind the real connection. Refresh connection status reads it again, and the badge is only a look at the present: it changes nothing about who rings or in what order.

Under the list of people, the same dialog has three call rules for a team or shared inbox:

• Do not disturb is a switch. While it is on, no one on the inbox is called. Calls go to then picks Inbox voicemail or Forward to a number.
• If no one answers starts on Usual backup, which rings your fallback phone number if one is set, then the AI receptionist if it covers this inbox, and otherwise tells the caller no one is available. Pick Inbox voicemail or Forward to a number instead and your choice replaces that. It also applies when no one on the inbox can be rung at all.
• Outside business hours starts on Ring as usual, so nothing changes until you choose. The other choices are Inbox voicemail and Forward to a number. It follows your workspace's business hours, which show under the menu with a Change business hours link to Settings, then Appointments. If the workspace time zone is not set, Pacific time is used. While Do not disturb is on, this rule waits.

A forward number has to be a full phone number, and it cannot be one of your own Yapii numbers. Yapii refuses a number it cannot use when you save, and if a forward number cannot be used when a call comes in, the call goes to the inbox voicemail.

Outside phones. A team inbox can also ring phones that are not Yapii users, such as a front desk or an answering service. Under Outside phones, press Add a phone and type the full number. Outside phones ring at the same time as the people on the inbox, like a cell phone, and whoever picks up first gets the call. An outside phone hears the caller's number, not their name. An inbox can ring up to 5 outside phones, and none of them can be one of your own Yapii numbers. A box left empty is not saved. Personal inboxes ring only their owner, so they have no outside phones.

Press 1 to answer on each phone. Under each person who rings on a cell phone, and under each outside phone, is its own Press 1 to answer choice. When it is on, whoever picks up hears who the call is for and has to press 1 before the call connects, so the phone's own voicemail never takes the call. A phone you leave alone follows the inbox's own Press 1 to answer switch. Turn it on for every phone if you want to be sure, because a phone without it can still let its voicemail answer first. A desktop app is never asked to press 1.

Voicemail greeting. By default, a caller who reaches the inbox voicemail hears a spoken line: "Thanks for calling. Nobody is available to take your call right now. Please leave a message after the tone, and someone will get back to you." To use your own, press Record a greeting and record it in your browser (it stops on its own after 2 minutes), or Upload a file to use an MP3 or WAV recording of up to 5 MB. Play it back in the dialog before you save. Record again replaces it, and Use the spoken line goes back to the standard greeting.

Press Save ringing to keep any of these changes.

Text-in codes

A text-in code lets a sign, flyer or post say "text TOUR to (555) 555-0100". Owners and admins make codes under the phone lines, in the Text-in codes card, with Add a code. You need at least one phone number first. An account can have up to 100 codes.

For each code you set:

• Code: 2 to 20 letters and numbers, no spaces. Words phones and carriers already act on, such as STOP, HELP, START and YES, are refused, and so are everyday replies such as OK or THANKS.
• Which number: one of your numbers or all of them. A code on one number wins over the same code on all numbers.
• Name: for you only.
• Reply they get: up to 320 characters, plus an optional link. A box shows exactly what they will receive. A reply that introduces you gets "Reply STOP to opt out." added.
• Lead source and Tags, which are put on the contact so you can see which sign or post it came from. A tag naming the code is always added.
• After they text: Just reply and save them, Send to lead routing, or Hand to Claire (only for lead sources that are turned on in Claire's settings).

A code works only when the whole message is the code, in any capitals. Each code has a switch to turn it off, a share button that shows a QR code and a text link, and a count of texts and new contacts in the last 30 days, with Show recent texts. STOP, HELP and START still work as usual, and a STOP sent later still stops everything. Someone who texts the same code again within 10 minutes is not answered twice. If the account reaches 300 code replies in an hour, the person is still saved as a contact but gets no reply.

Texting a code counts as reaching out. Someone who earlier opted out, was suppressed or was marked Do Not Contact still gets the code's answer when they text it, because they are the one who started the conversation. Their activity records it as Texted the code after being held, which opts them back in, with the reason they were held.

Text to join

A code can also collect a person's details instead of only replying. This is called text to join, and it has two forms:

• A join page. The reply carries a link to a page that asks for full name, email and a consent box. Sending the page saves the name and email on the contact (only where the contact does not have them already), records their consent with the exact wording they saw and when, and adds the code's form tags. The wording is a standard consent statement that names your workspace, or your own wording for that code.
• Over text only. There is no link. The code's reply asks for the person's email, the next reply asks for their first and last name, and a last message says it is on the way, for example "Thank you! It should be in your inbox shortly." A question stays open for 24 hours. If a reply cannot be read as an email or a name, Yapii asks once more, then stops asking and the conversation carries on as normal. Texting the code again starts over. Consent from this form covers email only, because the person was not shown wording about calls or AI, so it does not count as consent to call.

The Text-in codes card does not have a setting for text to join yet, so it is not something you turn on from that screen today.

Replies to your emails

When a lead answers an email sent from one of your sending addresses, the reply is saved in Yapii and shown on the contact. Yapii also forwards it to you: to whoever added that sending address, or to the workspace owner when nobody else did. The forward now starts with who the lead is, how they replied, a link to the contact and the whole conversation so far (texts, emails and calls, oldest first), with the lead's own reply below it, so you can see what Claire already said. Very long conversations are cut and say how many entries were left out.

Each person controls this with Forward lead email replies in their notification settings. It is on unless they turn it off, and the reply is saved in Yapii either way.