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Inbox keeps each person’s texts and calls together. It updates every 30 seconds while the page is open. Open Inbox On a phone, use the navigation button at the top left to switch pages. The menu opens from the left and keeps app, mode, and account controls together.

Find a conversation

Each conversation shows the person’s name as your app sent it to Hyzl. If Hyzl has no name, it shows the phone number. Search by any part of a person’s name or by phone number. Use the filters to narrow the list. Filters with no conversations omit the count badge. A failed refresh shows that counts are unavailable. Select Test calls to see test call history. Test calls do not count toward billing or Inbox statistics. You cannot reply to a test call or take it over. Select Customer conversations to return to normal conversations.

Attention flags

Hyzl reviews completed calls and text replies. An attention flag marks a conversation for your review. The flag can include a short note with the person’s own words. Select Mark handled after you review the conversation. Hyzl never tells a person that someone will follow up, because it cannot know that anyone will. When a person needs something Hyzl cannot do, such as a refund, a billing change, or an account change, Hyzl says so and tells them how to reach your support. The conversation gets the Needs you flag, so you can see it and reply yourself. Hyzl emails you for Needs you and Upset flags. It sends at most one alert per person in 24 hours.

Read texts and calls

The conversation shows each text, delivery state, call, and payment result in time order. A text keeps its line breaks. What your app told Hyzl shows the context from the paywall event. Once a text is marked delivered, delayed updates cannot move it back to queued or sent. Repeated delivery updates do not count the person again for billing. A call card shows its direction, time, duration, summary, and outcome. Possible outcomes include:
  • Answered
  • Voicemail
  • No answer
  • Nobody spoke — the call was answered, but no one ever said anything, so Hyzl hung up.
  • Wrong number
  • Sent link
  • Transferred
  • Handover failed
  • Caller hung up
If a recording exists, you can play it at 1x, 1.5x, or 2x speed. You can also read a written transcript.

Take over a conversation

Turn on Take over before you write a reply. Hyzl pauses replies and steps from the Flow, your saved recovery plan. The pause covers every recovery for that phone number. Press Enter to start a new line. The reply box grows as you type. Select the arrow button to send. Your reply leaves from your app’s number as a text message, with its line breaks. Turn off Take over when Hyzl can handle the conversation again. You can still reply after the person pays, or after Hyzl’s recovery for them has ended. You cannot reply after the person opts out: that conversation is closed.

Start a support conversation

Sometimes your team needs to text one of your app’s users for support, and that person is not in the Inbox. You can start a text conversation with them from the Inbox. It is for support only, and it stays that way for good. Before you start, look up the person in your app’s records. You need:
  • the person’s account in your app, as its exact user ID
  • their phone number, and how and when your app checked that the phone is theirs
  • the exact words of the consent they agreed to in your app, and when they agreed
  • your app’s record of that consent
  • the reason your team is contacting them
You also confirm that you checked your app’s records. A ticked box alone is not consent, so Hyzl stores what you give it and never fills in a consent time or text for you. Hyzl cannot start the conversation in these cases:
  • you have not confirmed consent for the app in setup
  • the app has no active phone number
  • the number is a Hyzl number, a number you use for tests, or a number that opted out
  • your app told Hyzl that the person withdrew consent after the consent time you entered
Consent the person gave after that withdrawal still works. Hyzl only knows about withdrawals your app sent it, so always check your app’s records first. If the person is already in the Inbox, Hyzl changes nothing and opens their conversation instead. If Hyzl has a record with that phone or that account, but not both, it opens that record for you to review. If the phone and the account belong to two different records, Hyzl starts nothing and asks you to review them. Hyzl never sends a text just because it opened a conversation. Hyzl’s AI rep never answers a support conversation, and Take over stays on. When the person writes back, the conversation gets the Needs you flag, so your team can reply. If they call, they hear your fallback greeting or reach your saved forwarding number. Your replies go as texts from your app’s number. Each reply is sent once, even if you click twice or try again. If Hyzl cannot confirm that a reply went out, it does not send it again. Check the conversation before you write it again. A reply shows as sent first, and as delivered when the phone carrier confirms it. Just before each reply goes out, Hyzl checks again that the person has not opted out or withdrawn consent. If they have, the reply is not sent. If the person texts STOP, they get one confirmation, and the conversation moves to Stopped for good. Support conversations are not billed, and your replies do not count toward your per-day limit. The person never gets recovery texts, calls, offers, or campaign texts from Hyzl. Home, the dashboard and Analytics never count them, because they never left your paywall.

Share one conversation

Select Share to create a view-only share link. Anyone with the link can open that one conversation without a Hyzl account. The shared page can show messages, calls, outcome labels, and a recording. You control these options:
  • Show customer’s first name
  • Include call recording
  • Link expires after 7 days, 30 days, or never
The default link life is 30 days. The page never shows the phone number, email address, user ID, or private context notes. Select Turn off link to close access. An expired, unknown, or turned-off link shows the same unavailable page. A payment or STOP ends recovery automatically.