Unified Inbox: Manage Website, Facebook, Instagram, and SMS Chats in One Place
Every conversation from every channel appears in one inbox. Website chat, Facebook Messenger, Instagram DMs, and SMS threads all land in one view so your team never switches tabs to manage messages.
How It Works
Connect your channels in the Channels tab. As conversations come in across any connected channel, they appear in the Unified Inbox with channel label, visitor identity, and full chat history. Operators can respond, escalate, or close from one interface.
- Website chat, Facebook, Instagram, and SMS in one inbox
- Channel label on every conversation
- Full chat history visible per thread
- Live operator reply from any channel
- Escalation queue built into the inbox
- CRM contact linked per conversation
- Read/unread status and timestamps
Who Uses This
Small teams managing multiple channels
One team member can monitor all four channels from a single screen without separate logins.
Agencies managing client accounts
See all client conversations across channels without switching between dashboards.
Escalation-heavy workflows
Operators see escalated conversations from all channels in one queue and respond in order.
Frequently Asked Questions
Do I need to check each channel separately?
No. All channels appear in a single inbox view.
Can multiple operators use the inbox at the same time?
Yes. Multiple operators can be logged in and handle different conversations simultaneously.