Help CenterPlatform · Campaigns

Campaign Inbox

Read, triage, and reply to synced campaign emails with effective SDR mailbox scoping across account lists and message results.

Updated Jul 17, 2026 6 steps 13 questions answeredOpen this page in the platform
On this page

Overview

The Campaign Inbox is your workspace for reading and replying to synced Primary and SDR mailbox emails for the selected client. Use tabs, filters, and AI triage to sort replies, then compose or reply without leaving the page. The template picker pulls from both your Inbox templates and your SDR Disposition templates from Settings > Email Templates, so call follow-up and hand-off templates are available alongside standard replies. You can keep multiple compose windows open at once, minimize them without losing text, and drag title bars to reorder them. The Compose button stays visible in the top bar. When a message has attachments, the reading pane shows download links. The message table includes a Campaign column when a message can be matched to a platform outreach campaign. For SDR users, the active mailbox options and loaded message results follow the effective signed-in identity, including Login As and matching legacy rows. Managers and admins retain the deal-wide view, while active Campaign Relief coverage can broaden the covering SDR's mailbox scope for that deal.

How to use this page

  1. Pick a client and scan the inbox

    Choose the client in the global switcher at the top right. The Inbox tab shows unread replies by default. Use Email Account, Email Category, Contact Status, and Mailbox Type (Primary vs SDR) to narrow the list. Search matches subjects, senders, and linked contacts. The table shows From, Company, Subject, Type, Contact Status, and date, plus Campaign attribution when an outreach campaign is known. For SDR users, both the account list and message results are scoped to the effective signed-in SDR identity. An employee using Login As receives the impersonated SDR view, and older SDR rows without an assigned SDR id remain visible when their display name matches. Managers and admins keep the deal-wide view, and active Campaign Relief coverage can broaden the covered SDR's access for that deal.

  2. Open a message and triage it

    Click a row to read the full thread on the right. Star messages, set inbox category, update contact status, or edit the contact follow-up date inline. Run AI Triage on new replies, then apply suggested actions such as creating a contact, setting status, or setting follow-up. Use Reply or Forward in the detail pane for in-thread responses. If the open message has attachments, an Attachments section appears between the email body and thread list, with a download link for each file. If a star, trash, or category change cannot be saved, you get an error toast and the row stays as it was.

  3. Compose a new email

    Click Compose in the top bar, or Compose email on an empty inbox. Pick the From account, add recipients, subject, and body. If you try to send without a recipient or message body, a toast tells you exactly what is missing. The Insert template dropdown shows both Inbox templates and SDR Disposition templates labeled SDR Disposition from Settings > Email Templates. Attach files and preview the signature before Send or Save Draft.

  4. Work with multiple compose windows

    Click Compose again to open another window alongside the first. Each window stays independent. When several windows are open, they shrink to fit and the bottom tray scrolls horizontally if needed. Drag a compose title bar onto another window to reorder them. Use the minus icon to minimize a window to the bottom tray, click its header to restore it, and use X to close. Minimized windows keep your draft text.

  5. Use other tabs and bulk actions

    Switch to Needs Follow-up, Maybe Later, Starred, Sent, or Drafts. On Sent, toggle Hide Campaign Emails to focus on manual replies. Select multiple rows to star, trash, mark read or unread, or bulk-set category. Moving messages to trash in bulk asks you to confirm first. If a bulk action only partly succeeds, a toast reports how many selected messages failed and the list refreshes. Open saved drafts from Drafts to resume in a compose window.

  6. Trace a message to its campaign

    Use the Campaign column in the message table to trace a send or reply back to its platform outreach campaign. Attribution checks the message's direct campaign link first, then a campaign send in the same thread, then the linked platform contact's most recent or current campaign. Unmatched or legacy messages show a dash. The column is read-only.

What the buttons do

Compose
Opens a new floating compose window and stays visible in the top bar even when a compose window is open.
Insert email template
Lists available Inbox templates and SDR Disposition templates, labeled SDR Disposition. Picking one fills the subject and body.
Manage templates
Opens Settings > Email Templates in a new tab, where you can edit Inbox and SDR Disposition templates.
Inbox / Needs Follow-up / Maybe Later / Starred / Sent / Drafts
Tabs for different message queues. Counts appear when applicable.
Hide Junk
Hides junk and internal categories from inbox-style tabs.
Mark as read
When checked, opening a message marks it read automatically.
Run Triage
Runs AI classification on the open inbound message and suggests contact actions.
Reply / Forward
Opens an inline composer in the detail pane for the selected thread.
Retry (inbox error)
Re-runs the fetch when the inbox cannot load, so you are not left with a stale or blank list.
Bulk actions (star / trash / mark read / category)
Acts on selected rows at once. Bulk trash asks for confirmation, and a partial failure toast reports the actual result.
Send / Save Draft / Attach / Discard
Compose actions. Send blocks with a toast if there is no recipient or message body. Save Draft persists to Drafts and Discard closes the window.
Minimize (minus icon)
Collapses the compose window to a bottom bar without losing its text.
Compose title bar (drag)
Drag onto another open compose window to reorder the compose windows.
Attachment downloads
Download links in the reading pane show each attachment's file name, MIME type, and size. Thread items also show a paperclip indicator when they carry a file.
Company (column)
Shows the prospect's company name between From and Subject. A dash appears when no company is on file.
Campaign (column)
Shows the matched platform outreach campaign when attribution is available. A dash means no match was found.
Email Account filter
Shows active mailbox accounts available for the selected deal. SDR users see only accounts allowed for their effective identity, and the message results use the same mailbox scope. Active Campaign Relief coverage can broaden the covered SDR's deal view.

Common questions

Yes. Each Compose click adds another window. They stack along the bottom right, shrink to fit when several are open, and the tray scrolls horizontally if needed. Drag title bars to reorder them. Minimize any window and click its header to switch back. Your text is preserved when minimized.
The inbox is scoped to one client at a time. Pick a deal in the global client switcher first.
If a fetch fails you see an inline error panel with a Retry button instead of a blank or stale list. Click Retry to reload. If it keeps failing, the mailbox sync may be down, so tell your SalesHive strategist.
If an action cannot be saved you get an error toast and the message stays in its previous state, so a failure never looks like a success. For bulk actions, a toast reports how many selected messages failed and the list refreshes to show what actually changed.
Send checks for a recipient and a message body first. If either is missing you get a toast naming what to add, rather than the button silently doing nothing.
Primary is the main campaign sender inbox. SDR is the rep dialer and outreach inbox. Filter by type or view All to see both when your role has access.
An ordinary SDR sees only active mailboxes assigned to that SDR, including narrow legacy rows whose display name matches. The message results follow the same scope, so changing the selected account cannot expose another SDR's messages. Managers and admins retain the deal-wide view, and active Campaign Relief coverage can broaden the covering SDR's access for that deal.
Save Draft in a compose window stores it under the Drafts tab. Click a draft row to reopen it in a compose window. Deleting a draft confirms with a toast.
The dropdown merges your Inbox templates from the Inbox templates tab of Settings > Email Templates and your SDR Disposition templates from the Default email templates tab. SDR Disposition templates are labeled SDR Disposition, so call follow-up and meeting hand-off templates are available alongside standard reply templates. Both are scoped to the current client deal.
Open the message. If it has attachments, an Attachments section appears in the reading pane between the email body and thread list, with a download link for each file showing its file name, MIME type, and size. Thread items also show a paperclip Attachment indicator when they carry a file.
It shows the prospect's company name, pulled from the linked platform contact or CRM contact, between the From and Subject columns in every tab. A dash means no company is on file for that contact.
The Campaign column shows the platform outreach campaign attributed to that message. It uses the message's direct campaign link first, then the campaign send in the same thread, then the linked platform contact's most recent or current campaign. A dash means the message could not be matched to a campaign.
The inbox uses the effective identity, not the original admin session identity, when it builds the account list and loads messages. Login As therefore shows the impersonated SDR's own active SDR accounts and matching message results, including older rows whose display name matches when sdrId is missing. An active Campaign Relief coverage grant can widen that view for the covered deal.
More in Campaigns
Call History Campaigns Email History Manual Dialer
Still stuck?

Get an answer from a real person

These guides cover the everyday questions. For anything they miss, we are easy to reach.

Prefer it done for you?

Everything in these guides is work SalesHive can run for you: US-based SDRs and AI agents working your campaigns, calls, and inbox on one platform.

Explore the platform