Universal Inbox
Triage and respond to customer conversations across connected channels in one operating queue.
Inbox brings supported email, SMS, WhatsApp, chat, Messenger, Instagram, Meta Ads, and call activity into channel-aware conversation threads. The channels visible to a workspace depend on connected providers and rollout status.
Start each shift
- Confirm the active workspace and queue filters.
- Review unassigned, unread, urgent, or aging conversations.
- Check connection health if a channel is unexpectedly quiet.
- Assign each actionable thread to an owner.
- Respond, add an internal note, create follow-up work, and update status according to the team’s service policy.
Understand a conversation
Open a thread to review messages and call artifacts in chronological context. The detail view can include channel identity, related lead information, summaries, suggested next actions, attachments, recordings, and response tools depending on the channel.
AI summaries and drafts are aids. Compare them with the original thread before relying on facts, promises, sentiment, or requested actions.
Keep ownership explicit
Do not use unread state as a task system. Assign the thread and create a task when work must happen later or outside the conversation. Use internal notes for teammate context; do not place internal commentary in a customer reply.
Inbox quality standards
- The correct customer and channel identity are selected.
- Replies come from the intended connected sender or number.
- Internal notes are clearly separated from outbound messages.
- Promised follow-up has an owner and due date.
- Opt-outs and channel restrictions are honored immediately.
- Summaries and AI drafts are reviewed against the original messages.
Continue with connecting inbox channels and conversations, replies, and handoffs.