> For the complete documentation index, see [llms.txt](https://distance.gitbook.io/distance/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://distance.gitbook.io/distance/getting-started/inbox/inbox-navigation-and-folders.md).

# Inbox navigation and folders

### **Introduction**

The **Inbox** provides a centralized view of customer conversations across all connected channels, including inbound messages, campaign sends, and automation messages. New conversations appear here by default, with the most recent activity shown at the top, allowing your team to quickly identify and respond to active inquiries.

<div data-with-frame="true"><figure><img src="/files/jO6xXxFANdpvEB6N1qkg" alt=""><figcaption></figcaption></figure></div>

Each conversation is grouped into a thread based on the most recent interaction with the contact, whether it originates from inbound messages or outbound campaigns and automations.

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### **Inbox and folder navigation**

Click **Inbox** on the left sidebar to expand the Inbox navigation menu.&#x20;

<div data-with-frame="true"><figure><img src="/files/6dPoKe3eYdRcuPYaHq0e" alt=""><figcaption></figcaption></figure></div>

From here, you can access **Spam**, **Archive**, and any custom folders your team has created.

The main conversation panel displays conversations sorted by most recent activity, helping your team prioritize active customer interactions.

<div data-with-frame="true"><figure><img src="/files/8ZDem0CDhvF7opbnewO9" alt=""><figcaption></figcaption></figure></div>

Each conversation in the list includes a label indicating the type of activity that generated or updated the thread, such as **Conversation**, **Campaign**, or **Automation**, and if **Auto-replying** is enabled. This helps quickly identify the source of each interaction at a glance.

<div data-with-frame="true"><figure><img src="/files/WT4VCJqGFevma515yyYS" alt=""><figcaption></figcaption></figure></div>

Selecting a folder filters the conversation list to show only the conversations stored within that section.

**Folders** can be used to organize conversations by workflow, inquiry type, customer status, or internal processes. This helps reduce clutter in the **Inbox** while keeping conversations accessible when needed.

<div data-with-frame="true"><figure><img src="/files/zJ4kY5lIii52h0B1auGA" alt=""><figcaption></figcaption></figure></div>

Custom folders are managed in [**Settings** → **Inbox**](/distance/getting-started/settings/inbox-tab.md), where you can create, edit, and organize folders for your team.&#x20;

<div data-with-frame="true"><figure><img src="/files/IkqkapbRbHVSGvAv2N4T" alt=""><figcaption></figcaption></figure></div>

For more information, see [**Inbox**](/distance/getting-started/settings/inbox-tab.md) tab in [**Settings**](/distance/getting-started/settings.md).

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### **Conversation threading behavior**

When a campaign or automation message is sent (via SMS or email), a new conversation thread is created in the **Inbox**. The recipient's name is initially displayed as “**Unregistered user**” until a response is received, at which point the contact information is updated automatically.

<div data-with-frame="true"><figure><img src="/files/MNO874rrr3lOQimlgQei" alt=""><figcaption></figcaption></figure></div>

If the customer replies to the message, their response appears in the same thread where the last campaign or automation message was sent.

<div data-with-frame="true"><figure><img src="/files/t6ZoESoalfPFYZdKHbIQ" alt=""><figcaption></figcaption></figure></div>

If no message has been sent to the contact within the last 48 hours, and the customer sends a new message, a new conversation thread is created.

This behavior applies to both SMS and email campaigns and automations, ensuring all outbound and inbound communication is organized into consistent, trackable threads.