Support Center
The Unified Inbox
Texts, emails, web chats, and social DMs all land in one conversations view — here's how to keep up without dropping threads.
Every connected channel — SMS, email, website chat, Facebook, Instagram, WhatsApp — flows into a single Conversations tab. One thread per contact, full history, reply from anywhere.
Steps
- Open Conversations. Your unread threads are on the left; click one to read it.
- Use My Inbox for conversations assigned to you, or the team inbox to see everything.
- Reply in the composer at the bottom — and check the channel selector first, so your reply goes out as a text, email, or DM as intended.
- The right-hand panel shows the contact's details, tags, and history while you type.
- Use filters (tags, unread, channel) to work through high volume, and assign conversations to teammates to hand them off.
- On the go? The mobile app has the same inbox with push notifications.
Good to know
- Check the channel selector before hitting send — replying by email to someone who texted you is the classic miss.
- Website chat messages arrive here automatically; there's no separate chat tool to watch.
- If a teammate can't see the team inbox, it's a permissions setting on their user.
Related
Still Stuck?
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