Inbox channels
Connect email, SMS, WhatsApp, chat, Messenger, Instagram, and call channels to Inbox, test them, filter by channel, and fix a quiet or broken channel.
A channel is a way customers reach you, such as email, text, or WhatsApp. Each channel you connect feeds conversations into Inbox. This guide shows where to connect each one, how to test it, and what to do when one goes quiet.
Before you begin
- Role: connecting channels usually needs a workspace admin.
- Plan: the Free plan includes an email-only inbox. Other channels need a paid plan.
- Provider access: sign in with the business account that owns the mailbox, phone number, page, or WhatsApp account.
- A test device so you can send yourself a message on each channel.
Where to connect each channel
| Channel | Where to set it up | Also needed |
|---|---|---|
| Email → Senders & domains, or Inbox → Email accounts | Inbound receiving turned on. See Connect email accounts. | |
| SMS | Chat & Voice → Phone Numbers | For US local numbers, A2P 10DLC registration. |
| Call | Chat & Voice → Phone Numbers | Call setup for who answers. See Phone numbers, Power Dialer, and outreach. |
| Integrations | A WhatsApp Business account and approved message templates. | |
| Messenger, Instagram, Meta Ads | Integrations (Meta) | Page and account permissions in Meta. |
| Chat | Chat & Voice → Chat Widget | The widget installed on your website. See Knowledge and Chat Widget. |
When Inbox is empty, the Connect a channel button takes you to Integrations. For provider-specific steps, see WhatsApp, Meta, and phone connections.
Connect a channel
- Open the page listed above for your channel.
- Choose the provider and sign in with the right business account.
- Review the permissions it asks for and approve them all.
- Return to Spacebrain and check the connection shows as active or connected.
- Finish any extra setup the page asks for, such as texting registration, inbound email, or installing the widget.
Signing in isn't always enough. Email needs receiving turned on, texting needs registration, and the chat widget needs to be on your site.
Test the channel
- From your own phone or mailbox, send a message to the business.
- Open Inbox and pick that channel in the sidebar. The message should appear within a few moments. Select Refresh if needed.
- Reply from Inbox.
- Check your reply arrives on your device, from the right sender or number.
- For SMS and WhatsApp, reply STOP from your test device and check it's honored.
Filter Inbox by channel
In the Inbox sidebar, choose All channels or a single channel: Email, SMS, WhatsApp, Chat, Messenger, Instagram, Meta Ads, or Call. This only changes what you see. It doesn't pause or disconnect anything.
If you can't find a conversation, clear search and filters first, then check you're in the right workspace.
Channel rules to know
- WhatsApp 24-hour window: you can send free-form replies only within 24 hours of the customer's last message. After that, Inbox asks you to send an approved template. Choose one under Template, fill in its fields, and select Send Template. Once the customer replies, you can type freely again.
- Messenger and Instagram have a similar reply window. Outside it, the provider blocks replies until the customer messages again.
- SMS from US local numbers is blocked until your registration is approved and your number is active.
- Email replies are sent from the account shown in From. Check it before sending.
Reconnect a channel
Reconnect when Spacebrain says a connection has expired or been revoked, or when messages stop arriving.
- Use the same business account you connected before, unless you're deliberately moving to a new one.
- Reconnecting can restore access, but it can't restore permissions an admin removed at the provider.
- For email accounts, use Reconnect OAuth on the account card.
Before disconnecting a channel, check what depends on it: agents, campaigns, automations, forms, and scheduled messages. Disconnecting stops new messages but doesn't delete older conversations.
If something goes wrong
| What you see | What to do |
|---|---|
| A channel shows no conversations | Check it's connected and you're in the right workspace. |
| Messages from one channel stopped | Check the provider connection, then reconnect. Send a test. |
| Email replies don't arrive | Turn on inbound receiving and select Sync now (fetch new email) on the account. |
| No phone numbers available. in the composer | Get a number under Chat & Voice → Phone Numbers. |
| WhatsApp is not connected. | Connect WhatsApp under Integrations. |
| No approved templates yet. | Create templates in WhatsApp Manager, then select Refresh templates. |
| Your agency hasn't enabled sending emails or SMS. | Ask your agency to turn on sending for your account. |
| The provider has the message but Spacebrain doesn't | Note the time and the provider's message ID, then contact support. Don't share message content unless asked. |
FAQ
Do I need to connect every channel?
No. Connect only the channels your customers use. You can add more later.
Why is a conversation marked Unmatched?
The sender isn't linked to a CRM lead yet. Match them before replying. See Unmatched senders and Outbox.
Next step
Learn how to reply and hand off work: Conversations, replies, and handoffs.
Next step
Keep moving
Open the relevant Spacebrain screen or contact support if you need help.
Last updated on
Universal Inbox
Read and reply to email, SMS, WhatsApp, chat, social, and call conversations in one place, and use queues, filters, and assignment to stay on top of them.
Conversations, replies, and handoffs
Reply by email, SMS, or WhatsApp, add internal notes, use saved replies and AI drafts, organize conversations, and hand work to a teammate.