PulbotDocumentation

CRM (status, priority, tags)

Each conversation has editable CRM fields: status, priority, labels, and internal notes. They allow you to classify, prioritize, and document the management of each contact.

Steps

  1. 1Open a conversation in the Inbox.
  2. 2In the right (or top) panel, you'll see the CRM fields: Status, Priority, Labels.
  3. 3Change the Status: new / in progress / resolved / archived (or your account's custom values).
  4. 4Assign a Priority: low / medium / high / urgent.
  5. 5Add Labels: click the labels field and select from the list or type a new one.
  6. 6Add internal notes: text visible only to the team, not to the contact.
  7. 7Changes are saved automatically.

Reference

Status
State of the support process. Useful for support workflows: new → in progress → resolved.
Priority
Urgency level. Affects visual order in filtered views (doesn't change the default Inbox order).
Labels
Flexible categories: «hot lead», «payment pending», «vip», etc. See per-label statistics in the Labels section.
Internal notes
Notes only visible to the team. Not sent to the contact. Useful for context and agent handoffs.
CRM filters
In the inbox you can filter conversations by any CRM field.

Common errors

Status change not persisting
Check your connection. Changes require server confirmation.
Label created but not appearing in filters
New labels may take a few seconds to be indexed. Reload the Inbox.

Next step

Learn to configure the Inbox AI Assistant.

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