Unified Inbox
Every conversation in one place. Reply across channels without switching tools.
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What it does
The Unified Inbox aggregates every customer interaction into a single threaded view. Email, SMS, voice transcripts, and chat messages all appear in chronological order, organized by contact. Your team sees the full conversation history regardless of which channel the customer used.
Reply from the same interface. Compose an email, send a text, or add an internal note without leaving the conversation thread. The system automatically routes your response through the correct channel, maintaining continuity for the customer.
Team collaboration is built in. Assign conversations to specific team members, leave internal notes that customers never see, and use canned responses for common questions. The Ai assistant can suggest replies based on conversation context, saving time on routine interactions.
Search and filter across all channels and contacts. Find that message from three months ago, filter by unread status, or view only conversations tagged with a specific label. The inbox scales cleanly from a solo operator handling 20 conversations to a team managing thousands.
Key capabilities
Multi-Channel Aggregation
Email, SMS, voice, and chat messages unified in a single threaded view organized by contact.
Cross-Channel Reply
Compose responses from one interface. The system routes your reply through the correct channel automatically.
Team Assignment
Assign conversations to team members with internal notes and handoff context that stays hidden from the customer.
Canned Responses
Save and reuse common reply templates. Insert with one click and personalize with merge fields.
AI-Suggested Replies
Ai analyzes conversation context and suggests complete replies that your team can send or edit.
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