Skip to main content
Unified Inbox is a $39/month add-on on the Professional plan (included on Enterprise). It brings WhatsApp, Email, SMS, and social conversations into one threaded view. See Plans and add-ons.

​
Overview

The Unified Inbox brings all your customer conversations into one view, regardless of which channel they came from. Messages from WhatsApp, Email, SMS, and social platforms are threaded by contact, so you see the full conversation history in one place. Navigate to Inbox in your dashboard.

​
Inbox Layout

The inbox uses a split-panel design:
  • Left panel: Thread list, sorted by priority
  • Right panel: Selected conversation timeline and compose bar

​
Thread List

Each thread shows: Threads are sorted by priority score first, then by most recent message.

​
Channel Filters

Filter threads by channel using the tabs at the top:
  • All, every conversation
  • WhatsApp, WhatsApp messages only
  • Email, email threads only
  • Social, social media messages
  • SMS, text messages only

​
Status Filters

  • Active, open conversations needing attention
  • Snoozed, temporarily hidden (reappears when the snooze expires)
  • Archived, resolved conversations
Use the search bar to find threads by contact name, email address, or subject line.

​
Reading & Replying

Click a thread to open the full conversation in the right panel:

​
Conversation Timeline

Messages appear chronologically with:
  • Direction indicator: “You:” prefix for outbound messages
  • Channel badge: Colour-coded icon for the channel each message was sent on
  • Content: Full message text
  • Timestamp: When the message was sent
  • AI indicator: Badge if the response was AI-generated

​
Replying

At the bottom of the conversation:
  1. Type your message in the compose bar
  2. Select the reply channel from the dropdown (defaults to the channel the customer used)
  3. Click Send
You can reply on a different channel than the customer used. For example, receive a WhatsApp message and reply via email, as long as the contact has both on file.

​
AI Drafts

Click the sparkles icon in the compose bar to generate an AI draft:
  1. SmartAlex analyzes the full conversation history across all channels
  2. An AI-generated response loads into the text field
  3. Review and edit the draft as needed
  4. Click Send when ready

​
Thread Actions

​
Cross-Channel Threading

SmartAlex automatically groups messages from the same contact into one thread, regardless of channel. A single thread might include:
  • An inbound WhatsApp message
  • An AI-generated email reply
  • A follow-up SMS
  • A social DM
This gives you complete context for every customer interaction.

​
Best Practices

  • Check inbox daily, prioritised threads surface the most urgent conversations first
  • Use AI drafts, saves time on routine responses, just review and send
  • Archive resolved threads, keeps your inbox focused on active conversations
  • Reply on the customer’s preferred channel, the default channel selector makes this easy