# Inbox and people

> Where every call, text, email and website chat lands, grouped by person, plus the people list and pipeline. Includes tasks, follow-ups and needs-you items.

Source: https://docs.airhug.ai/product/inbox-and-people
Last updated: 2026-09-29

## Inbox

Calls, texts, emails and website chats land in one shared inbox, **grouped by person**. Your team sees the whole relationship at a glance and replies from wherever is easiest. The inbox does not replace your internal email. It handles customer-facing conversations.

Inbox views:

| View | Shows |
| --- | --- |
| Calls | Each call with a title, date, reason, highlights, and a recording player |
| Messages | Text conversations |
| Emails | Email conversations |
| Website | Website chat conversations. A teammate can take over a live chat. |
| Tasks | Follow-ups and tasks assigned to people |

Open a call to see its summary, key points, and the recording. Locked calls show only time, duration and that it was answered. See [AI tokens](https://docs.airhug.ai/billing/ai-tokens.md).

### Needs you

Airhug shows only what needs a person: an unanswered question, a flagged call, an alert about tokens or texting registration, a failed transfer. Everything else is handled and summarized.

## People

Airhug keeps a simple record for everyone who reaches out: contact details, every conversation, appointments and documents (intake forms, quotes, signed agreements). A person is created the first time someone calls, texts, emails or chats.

The words depend on your category: **patient** or **client** for healthcare and services, **customer** for most other businesses. Healthcare workspaces use stages such as inquiry, screening and active in care. Standard workspaces use new inquiry, contacted, scheduled, active and past.

Where to look:

- **People** is the list, with filters by role and stage.
- **Pipeline** is a board over stages.
- **Follow-ups** lists people who need contact.
- **Proposals** lists changes the AI suggests to records, for you to approve.

For search across everything, use **Search**. The people list itself has no search box.

Airhug does not manage deals, monetary values, owners, tags, custom fields or contact merging. It is a front-desk record, not a full CRM.