Navigating the Unified Inbox
The Unified Inbox (Conversations tab) brings together all your communication channels—SMS, Email, Webchat, Facebook, Instagram, and Google Business Profile—into a single, easy-to-use interface.
The Left Sidebar: Conversation Lists
On the left side, you'll see three main tabs: Unread, Recents, and All. By default, you'll be in the Unread tab so you can quickly see who needs a response.
The Middle Panel: The Chat Thread
When you select a conversation, the middle panel displays the entire history with that contact. You'll see a mix of text messages, emails, and social messages all in chronological order. The icons next to each message indicate which channel was used.
The Right Panel: Contact Details
The right sidebar gives you instant context about the person you're speaking with. You can see their contact info, tags, active campaigns, and any upcoming appointments without having to navigate to the CRM.
