Seglo

Messages and Calls

Two focused pages — Messages for SMS threads, Calls for your call log — with unread and missed-call badges so nothing slips through.

Updated 20 July 2026

The Front Desk area has two separate pages — Messages and Calls — so each channel has the columns that actually make sense for it. Messages is your SMS thread list; Calls is your call log. A badge on each nav item shows how many need your attention right now.

Open in app: Messages · Calls

To get here, open Front Desk in the left navigation. You will see Messages, Calls, and Callbacks as sub-items. The default landing is Messages — it is the most actionable page for day-to-day follow-up. If you navigate to the old /inbox URL it redirects to Messages automatically.

Both pages fill up once you have a phone number connected. If they are empty, set one up first in Phone numbers and routing.

On an iPad running as a front-desk kiosk, the same Messages and Calls — plus Callbacks — are one tap away from the Front Desk tab in the kiosk's bottom nav, opening on Messages by default. It's the same data and the same reply/compose actions, just in the kiosk's touch layout.

Messages page

Messages shows every inbound SMS thread from your business number — one row per customer conversation, newest first.

Read the row before you click

  • Unread badge — an unread thread's name shows in bold with a numeric count badge. Both clear once you open the thread.
  • Customer — saved name first; falls back to their phone number.
  • Last message preview — the most recent message in the thread, truncated.
  • Time — the date of the last message.

Badge count

The Messages badge in the nav shows how many threads currently have unread messages. It disappears when all threads are read.

Reply to an SMS

Click any row to open the thread panel. The full conversation runs from oldest to newest. Type your reply at the bottom and press Send — it goes back to the customer from your business number. You always send it yourself — nothing goes out automatically, whether you typed it or adopted an AI suggestion below.

Staff can also drop a pre-written quick reply into the message box with one tap instead of typing common phrases from scratch — the lightning-bolt icon next to the message box opens the picker, on both the web Messages page and the Seglo Phone app.

AI reply suggestions

When a customer texts in, a suggested reply can appear on its own in a card above the message box — you don't have to ask for it. It's the same AI that answers your phone calls, reading the conversation and proposing what to say back.

  • It only ever suggests — it never sends. The card sits above the box; nothing goes to the customer until you tap Send on it yourself.
  • Tap the suggestion to load it into the message box first if you want to change a word or two before sending — your cursor lands at the end, ready to edit. If you'd already started typing your own reply, the suggestion is added below it rather than overwriting what you wrote.
  • Times are checked, not guessed. If a suggestion mentions a specific day or time (e.g. "Friday at 2pm works"), the AI checked your real calendar for that slot before writing it — it won't invent an opening. When it can't work out your availability, it suggests saying you'll check and get back to them instead of guessing.
  • A new text from the customer replaces the suggestion. If they send another message before you reply — even "actually never mind" — the old suggestion disappears and (if there's still something to reply to) a fresh one takes its place, so you're never looking at a suggestion that's gone stale mid-conversation.
  • Nothing shown means nothing was generated yet (or it expired). The suggestion can take a few seconds to appear after a text comes in, and it doesn't stick around forever — if you come back to it much later, just write your reply as normal.
  • This is separate from quick replies. Quick replies are phrases your team wrote in advance and insert on purpose. An AI suggestion is generated automatically per conversation, tailored to what the customer just said.

Resend a failed message

If a message couldn't be delivered, it shows a red Failed mark under the bubble. Right after a failed send, a banner above the message box offers Retry — tap it to send the same text (and photo, if it had one) again; the failed message stays in the thread as a record, and the new attempt appears right below it.

Search

Use the search box at the top of the thread list to find a conversation by customer name, number, or message text. There is no date-range filter on this page — Calls has one; Messages does not.

Calls page

Calls shows every inbound and outbound call on your business number — one row per call event, newest first.

Read the row before you click

  • Direction arrow — pointing down = inbound call; pointing up = outbound call.
  • Customer — saved name first; falls back to their phone number.
  • What happened — a plain-English summary of who handled the call and what the outcome was. Examples: AI answered, Answered by staff (or the staff member's name), Missed call, Left a voicemail, Booked an appointment. A Booked an appointment result means the call ended in a confirmed appointment, whether the AI or a staff member handled it — click the row to jump straight to the booking detail.
  • Duration — how long the call lasted.
  • Time — how long ago the call came in.

Badge count

The Calls badge in the nav shows how many calls have outcome = MISSED — meaning the call rang but nobody (AI or staff) answered it. Calls that went to voicemail, were answered by staff, or were handled by the AI are not counted as missed.

Filter

The filter bar lets you narrow the list:

  • Outcome / handler — All handlers / AI / Staff / Missed. Selecting Missed shows only calls where nobody answered — this count matches the nav badge exactly.
  • Date range — defaults to Last 30 days.

Open a call detail

Click any row to open the detail panel on the right. The panel shows the handler, call duration, outcome, the AI summary (a short recap of what the customer wanted), and the full line-by-line transcript. If a staff member answered, the panel shows their name and there is no AI transcript — follow up with that person directly.

Understand who handled a call

  • AI — the receptionist answered and managed the call end to end.
  • Staff member name — a person on your team accepted the call in the Seglo Phone app. Their name is captured at the moment they answered.
  • Blank / Missed — the call was not answered by anyone (missed, hung up before answer, or voicemail without AI handling).

Find the AI bookings

Look for rows where "What happened" reads Booked an appointment and the row's handler is AI. Opening that row shows the confirmed booking — customer name, service, date — and a link that takes you straight to the booking detail. This is the easiest way to confirm the receptionist is turning calls into revenue.

See where a callback came from

If a row shows an outcome of Callback, click it to open the call detail. The panel includes a View conversation link that takes you back to the original call or chat the AI flagged for follow-up — so you can read what the customer asked before you ring them back. Manage the follow-up task itself in Callbacks.

Tips

  • Unread badge = someone is waiting. Check Messages at the start of each shift so no thread sits unanswered.
  • Calls badge = missed calls that need follow-up. A rising badge in a busy period usually means staff are not logged in to the phone app or are unavailable.
  • Missed filter = badge count. The Missed filter on the Calls page narrows to the exact same rows counted by the badge, so you can work through them one by one.
  • Last 30 days is the default on Calls — older calls exist; just widen the date range. Messages has no date filter — use search instead.
  • SMS replies come from your business number. The customer sees the same number they texted; there is no separate reply address.
  • Messages live-updates; Calls doesn't. New texts appear automatically. On Calls, use the refresh button to pull in the latest after a busy stretch.
  • Old Inbox bookmark? /business/receptionist/inbox redirects to Messages automatically.

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