Unified Inbox (Conversations)
All channels — SMS, email, IG, FB, Google — in one inbox.
Overview
A single conversation view aggregating SMS, email, Google Business Messages, Facebook, Instagram DMs, and WhatsApp. Each thread is tied to a contact and can be assigned, tagged, and automated. AI and humans can both reply.
What it's for
Respond to every channel from one screen without context-switching, and keep the full history on the contact.
Capabilities
Multi-channel threads
SMS, email, GMB, FB, IG, WhatsApp in one inbox.
Contact-linked
Every conversation attaches to a contact record with full history.
Assignment
Assign threads to users/teams; filter by assignee.
Templates & snippets
Saved replies and merge-field snippets for fast response.
Workflow triggers
Inbound message, no reply, and assignment events trigger workflows.
AI replies
Conversational AI can draft or auto-respond within the inbox.
Bulk actions
Mark read/unread, tag, or close multiple threads at once.
Use cases
Never miss a DM
Route all FB/IG/GMB messages into the inbox and trigger a workflow that auto-replies within 1 minute, then alerts a human.
SLA enforcement
Trigger a workflow on 'no reply in 15 min' that escalates to a manager and tags the thread urgent.
AI prompt patterns
Copyable templates for prompting an AI agent about this feature.
Design the inbox routing + assignment rules for a [team size] team handling [channels], including after-hours and escalation logic.Write 8 saved-reply snippets for the most common [industry] inbound questions, each under 2 sentences and on-brand.Integrations & connections
- Feeds Workflows on inbound/no-reply/assignment events
- Replies write back to the contact activity timeline
- AI Voice and Conversational AI can hand off to inbox threads
Gotchas & limits
Things an AI should not assume about this feature.