--- title: Using the Admin Inbox to Manage and Organize Lead Communication description: Learn how to use the Sierra Interactive Admin Inbox to manage inbound lead communication, respond efficiently, organize conversations, and maintain consistent follow-up. image: https://www.sierrainteractive.com/wp-content/uploads/2022/07/Website-Preview-V2A.jpg --- [Skip to content](https://help.sierrainteractive.com/helpcenter/using-the-admin-inbox-to-manage-and-organize-lead-communication#main-content) [Contact Support](https://help.sierrainteractive.com/helpcenter/kb-tickets/new?hsLang=en) [![Sierra Interactive logo](https://help.sierrainteractive.com/hs-fs/hubfs/sierra%20interactive%20logo.png?width=250&height=34&name=sierra%20interactive%20logo.png)](https://help.sierrainteractive.com/helpcenter?hsLang=en) - [Sierra CRM Login](https://client.sierrainteractivedev.com/login.aspx?sn=sierrainteractive.com) - [Sierra Support](https://share.hsforms.com/1-PkIvKPkRJ2Oe4iP28LPugcrxj0?__hstc=240356316.ca34a03f98730f420ad639300528f2a2.1764955183725.1783970890126.1783975123568.351&__hssc=240356316.31.1783975123568&__hsfp=3cbed2008eb4c720102b6f72b9dd6767) - [Training & Learning](https://info.sierrainteractive.com/live-training-learning-opportunities) Show submenu for Training & Learning - [Sierra Academy](https://info.sierrainteractive.com/sierra-academy) - [Live Training Sessions](https://help.sierrainteractive.com/helpcenter/join-live-training-sessions-explore-sierra-learning-resources) Show submenu for Live Training Sessions - [Tuesdays 11AM ET](https://us02web.zoom.us/j/81520282538) - [Wednesdays 1:30PM ET](https://us02web.zoom.us/j/84246589732) - [Fridays 3PM ET](https://us02web.zoom.us/j/86964951435) - [Sierra YouTube Channel](https://www.youtube.com/@sierrainteractive/featured) - [Sierra Facebook Mastermind](https://www.facebook.com/groups/sierrainteractive) - [Referral Dashboard](https://www.sierrainteractive.com/customer-referral-dashboard/) - [Operations & Closures](https://info.sierrainteractive.com/sierra-interactive-observed-holidays) - [System Status](https://status.sierrainteractive.com/) Open main navigation Close main navigation - [Sierra CRM Login](https://client.sierrainteractivedev.com/login.aspx?sn=sierrainteractive.com) - [Sierra Support](https://share.hsforms.com/1-PkIvKPkRJ2Oe4iP28LPugcrxj0?__hstc=240356316.ca34a03f98730f420ad639300528f2a2.1764955183725.1783970890126.1783975123568.351&__hssc=240356316.31.1783975123568&__hsfp=3cbed2008eb4c720102b6f72b9dd6767) - [Training & Learning](https://info.sierrainteractive.com/live-training-learning-opportunities) Show submenu for Training & Learning - [Sierra Academy](https://info.sierrainteractive.com/sierra-academy) - [Live Training Sessions](https://help.sierrainteractive.com/helpcenter/join-live-training-sessions-explore-sierra-learning-resources) Show submenu for Live Training Sessions - [Tuesdays 11AM ET](https://us02web.zoom.us/j/81520282538) - [Wednesdays 1:30PM ET](https://us02web.zoom.us/j/84246589732) - [Fridays 3PM ET](https://us02web.zoom.us/j/86964951435) - [Sierra YouTube Channel](https://www.youtube.com/@sierrainteractive/featured) - [Sierra Facebook Mastermind](https://www.facebook.com/groups/sierrainteractive) - [Referral Dashboard](https://www.sierrainteractive.com/customer-referral-dashboard/) - [Operations & Closures](https://info.sierrainteractive.com/sierra-interactive-observed-holidays) - [System Status](https://status.sierrainteractive.com/) - [Contact Support](https://help.sierrainteractive.com/helpcenter/kb-tickets/new) Search Help Center - There are no suggestions because the search field is empty. 1. [Help Center](https://help.sierrainteractive.com/helpcenter?hsLang=en) 2. [Lead Management](https://help.sierrainteractive.com/helpcenter/lead-management?hsLang=en) 3. [Platform Tools](https://help.sierrainteractive.com/helpcenter/lead-management?hsLang=en#platform-tools) September 17, 2026 # Using the Admin Inbox to Manage and Organize Lead Communication ## How to manage, respond to, and organize lead communication using the Sierra Interactive Admin Inbox. ### Summary The Sierra Admin Inbox is where you manage all incoming lead communication in one place. It allows you to review, respond to, and organize messages from multiple channels so you can maintain fast response times and consistent follow-up. This guide explains how to use the Inbox efficiently, how communication is organized, and best practices for maintaining a clean and manageable workflow. --- ### Table of Contents 1. [Why the Admin Inbox Matters](https://help.sierrainteractive.com/helpcenter/using-the-admin-inbox-to-manage-and-organize-lead-communication#why) 2. [Accessing the Admin Inbox](https://help.sierrainteractive.com/helpcenter/using-the-admin-inbox-to-manage-and-organize-lead-communication#accessing) 3. [Inbox Communication Categories](https://help.sierrainteractive.com/helpcenter/using-the-admin-inbox-to-manage-and-organize-lead-communication#categories) 4. [Send vs. Send and Archive](https://help.sierrainteractive.com/helpcenter/using-the-admin-inbox-to-manage-and-organize-lead-communication#send) 5. [Understanding Inbox Counts](https://help.sierrainteractive.com/helpcenter/using-the-admin-inbox-to-manage-and-organize-lead-communication#understanding) 6. [Manager View vs. Agent View](https://help.sierrainteractive.com/helpcenter/using-the-admin-inbox-to-manage-and-organize-lead-communication#view) 7. [Working with Archived Conversations](https://help.sierrainteractive.com/helpcenter/using-the-admin-inbox-to-manage-and-organize-lead-communication#working) 8. [Inbox Setup Requirements](https://help.sierrainteractive.com/helpcenter/using-the-admin-inbox-to-manage-and-organize-lead-communication#requirements) 9. [Inbox Management Best Practices](https://help.sierrainteractive.com/helpcenter/using-the-admin-inbox-to-manage-and-organize-lead-communication#good) 10. [FAQs](https://help.sierrainteractive.com/helpcenter/using-the-admin-inbox-to-manage-and-organize-lead-communication#faqs) --- ### Why the Admin Inbox Matters The Inbox is often where your highest-intent leads appear first. Buyers and sellers who send inquiries, texts, emails, or call your Sierra numbers are actively attempting to connect with you. Consistently managing your Inbox helps you: - Respond quickly to new opportunities - Keep conversations organized - Prevent missed or duplicated follow-ups - Maintain visibility into communication history - Support team accountability > Related Resources: [Build a Daily Workflow That Works in Sierra,](https://help.sierrainteractive.com/helpcenter/build-a-daily-workflow-that-works-in-sierra?hsLang=en)[Using the Sierra Task Manager Effectively,](https://help.sierrainteractive.com/helpcenter/using-the-sierra-task-manager-effectively?hsLang=en)[Mastering the Sierra](https://help.sierrainteractive.com/helpcenter/mastering-the-sierra-dialer-a-complete-guide-to-setup-strategy?hsLang=en) --- ### Accessing the Admin Inbox The Inbox is always available from the top navigation bar in the Sierra admin area.![inbox 1](https://help.sierrainteractive.com/hs-fs/hubfs/inbox%201.png?width=478&height=149&name=inbox%201.png) Selecting the Inbox icon displays a summary of all inbound communications by category. From this menu, you can: - Select **View All** to open a specific communication category - Select **Go To Inbox** to open the full Inbox page![inbox 2](https://help.sierrainteractive.com/hs-fs/hubfs/inbox%202.png?width=538&height=183&name=inbox%202.png) [back to the top](https://help.sierrainteractive.com/helpcenter/using-the-admin-inbox-to-manage-and-organize-lead-communication#top) --- ### Inbox Communication Categories The Admin Inbox organizes communication into four primary tabs. #### Property Inquiries Includes: - Request for information submissions - Schedule showing requests Each inquiry displays: - Lead name and status - Property details - Any notes or comments submitted by the lead You can reply directly using email templates or custom responses. #### Emails Displays all incoming email communication from leads. From this tab you can: - View full conversation history - Reply using templates or custom messaging - Manage active vs archived conversations #### Text Messages Functions similarly to the Emails tab but for SMS communication. You can: - View entire text conversations - Reply directly from the Inbox - Use saved text templates #### Phone Calls Displays inbound calls received through Sierra Dialer numbers. This tab includes: - Call date and time - Caller identification when available - Voicemail playback - Ability to return calls directly Calls from unknown numbers may appear if Sierra cannot match caller ID to an existing lead. These calls can still be returned and logged normally. [back to the top](https://help.sierrainteractive.com/helpcenter/using-the-admin-inbox-to-manage-and-organize-lead-communication#top) --- ### Send vs Send and Archive When responding to communications, you will typically choose between two options: #### Send - Sends your reply - Keeps the conversation active in your Inbox - Best used when additional follow-up is expected soon #### Send and Archive - Sends your reply - Removes the conversation from the active Inbox - Keeps full communication history available Archiving does not delete communication. It simply removes items from your active working list. [back to the top](https://help.sierrainteractive.com/helpcenter/using-the-admin-inbox-to-manage-and-organize-lead-communication#top) --- ### Understanding Inbox Counts Inbox notification counts show the number of communications received. However, items inside each tab are grouped by lead. This means: - Multiple messages from one lead may appear as a single Inbox item - The displayed count inside the tab may differ from notification totals --- ### Manager View vs Agent View Manager-level users can toggle between two viewing modes. #### Agent View Displays only communications assigned to the logged-in user. #### Manager View Displays all Inbox communication across the account. Agent-level and lender-level users will only see communications assigned to them. [back to the top](https://help.sierrainteractive.com/helpcenter/using-the-admin-inbox-to-manage-and-organize-lead-communication#top) --- ### Working with Archived Conversations Once all active items have been addressed, you can switch between: - Active Items - Archived Items Archived view allows you to: - Review past communication - Verify follow-up quality - Maintain team oversight Archived conversations can still be opened and reviewed at any time. #### Archiving from the Lead Detail Page You can also archive communication directly from the Lead Detail page. This allows you to complete follow-up tasks without returning to the Inbox, helping streamline workflow when working inside individual lead records. [back to the top](https://help.sierrainteractive.com/helpcenter/using-the-admin-inbox-to-manage-and-organize-lead-communication#top) --- ### Inbox Setup Requirements Some Inbox categories depend on proper account configuration. To ensure accurate Inbox visibility: - Email accounts must be connected at the user level - Sierra Dialer must be activated at both account and user levels If connections are incomplete, certain communication categories may not appear or may display inaccurate counts. --- ### What Good Inbox Management Looks Like Strong Inbox management typically includes: - Responding to all new communications daily - Archiving conversations once follow-up is complete - Avoiding leaving items active unintentionally - Maintaining clear and professional communication history [back to the top](https://help.sierrainteractive.com/helpcenter/using-the-admin-inbox-to-manage-and-organize-lead-communication#top) --- ### FAQs - **Why do I see calls from unknown leads?** These calls occur when Sierra cannot match caller ID to a saved lead record. You can still return and log these calls normally. - **Can I review conversations after archiving?** Yes. Archiving only removes items from the active view. 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