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And as such, there are several reasons to take the process into manual mode first. From a pure human perspective, you want to make sure that each campaign step takes the prospect closer to wanting to purchase your service, and you definitely want to experiment each of those steps first, one by one, to make sure of desired outcome. Also, some outreach sequences can result in so much different possible outcomes, that you want to be able to choose next steps, rather than follow a singular path. Onboarding new customers would be such example.
Inbox anatomy
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The items you place in the Inbox are called Cases. Each case can have 0 or more associated Tasks and Actions. One typically follows the guideline tasks, checks them off, while choosing which actions (available for the case) to manually execute.
A case will be created by either a playbook (automatically) or through quick actions on a user/account (manually)
Playbook creates case  | Quick action creates case  |
The inbox consists of 3 main areas:
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On the left, the case list shows you all cases that are assigned to you (or to a team you are part of). It can be re-ordered by Newest/Oldest first. Since cases can be open, closed or snoozed, you can select which list to show.
The current case is shown in the center and holds:
Referred user/account with main indicators of current stage, health and signals.
Case description
Tasks
Log
Actions
On the right, you have a pannel panel view of the referred user/account, with its:
Most important/preferred activities, scores, properties and metrics
The full event timeline.
All properties from all connected apps (Salesforce, HubSpot, Intercom, Platform....)
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