Manage all customer messages in the unified inbox
See and reply to every SMS, email, voice, and webchat message from one place — no tab-switching required.
The Inbox is where every customer interaction lands, regardless of channel. Replies go back through the original channel automatically.
How to access
Click Inbox in the left sidebar.
Supported channels
- SMS — two-way text messaging
- Email — send and receive with open/click tracking
- Voice — call recordings and transcripts attached to the conversation
- WhatsApp — two-way messaging via WhatsApp Business API
- Webchat — conversations from the embeddable chat widget
Key actions
Reply to a message
Select a conversation from the left panel. Type your reply and press Send. It goes back through the same channel the contact used.
Assign to a team member
Open a conversation, click Assign at the top, and select a team member.
Add an internal note
Click the Note tab in the reply box. Notes are visible only to your team.
Mark as read or unread
Right-click a conversation or use the three-dot menu.
AI auto-responses
If an AI agent is assigned to a channel or contact, it handles replies automatically. You can step in at any time by sending a manual reply — the AI pauses so it does not override your response.
Filters and search
| Filter | Options |
|---|---|
| Channel | SMS, Email, Voice, WhatsApp, Webchat |
| Status | Open, Closed, Unread |
| Assigned to | Any team member, or unassigned |
Type a contact name or message content into the search bar to find conversations.