One inbox, and replies that go back the way they came
What feeds the inbox and what leaves it. The channels that arrive here, and the rule that a reply goes out on the channel the message came in on.
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What it does
What it does
Named channels, not a vague list
SMS, email, Facebook Messenger, WhatsApp, Google review replies and the site chat widget. If a channel is not connected, nothing from it arrives.
The reply leaves by the same door
Answer a WhatsApp message and it goes back as WhatsApp. You never pick the channel, so you cannot pick the wrong one.
The source stays visible
Every message keeps its channel label, so you can see whether a customer texted you or emailed before you set the tone of the reply.
How it works
How it works
- Connect the channels you use. Each one asks for its own login, once.
- New messages land in the inbox with the channel marked on them.
- Reply from the inbox. It leaves by the channel the message arrived on.
- The thread files itself onto the contact record, beside the calls and appointments.
Worth knowing
Worth knowing
- A channel you have not connected is one you will still check elsewhere. The inbox is only as complete as what you plug in.
- Those Facebook and WhatsApp connections are held by Meta, not by us. If one expires, that channel goes quiet until you reconnect it.
- Some channels limit how long you may reply after a customer writes. Where that applies, the window is theirs, not ours.
Related
Related
Every channel in one list
What the combined list looks like on screen, message by message.
Stop checking five apps
The cost of the old way, if you are still weighing it up.
Two-way texting
The busiest channel feeding this inbox, on its own.
Connect your first channel
The inbox is on every account. Log in, open Conversations, and connect the channel you check most.