What this does
The unified inbox shows every conversation from every channel — email, WhatsApp, SMS, voice, and chat — in a single list. You respond without switching between tools.
When to use it
This is your daily workspace. Check it regularly to stay on top of all customer communications.
Step by step
- Go to Helpdesk > Inbox
- Conversations are listed with the channel icon (email, WhatsApp, SMS, etc.)
- Click a conversation to view the full thread
- Reply using the message box — it sends via the same channel the customer used
- Assign conversations to team members
- Resolve conversations when the issue is handled
- Filter by channel, assignee, or status
Tips
- Channel icons help you identify how the customer contacted you
- Your reply goes back through the same channel automatically
- Use the search bar to find past conversations
- Conversations can be linked to CRM contacts for full context