Unified Inbox
The Unified Inbox is a central hub where you can manage all customer conversations across multiple messaging channels in one place.
Key Features
- Multi-Channel Management: View and respond to messages from WhatsApp, SMS, Telegram, and Naver Line in a single interface
- Real-Time Conversations: Engage with customers in real-time with instant messaging
- Rich Media Support: Send and receive text, images, audio, and video messages
- AI & Human Collaboration: Seamlessly transition between AI and human agents
- Conversation History: Access complete interaction history with each lead
- Message Templates: Use saved templates to quickly respond to common inquiries
- Message Status Tracking: Monitor delivery and read receipts for all messages
How It Works
The Unified Inbox consolidates messages from all your connected messaging channels, organizing them by lead and conversation thread. You can:
- View all active conversations in one interface
- Filter conversations by channel, status, or assignment
- Seamlessly switch between AI and human responses
- Use quick replies and templates for efficient communication
- Track message delivery status
- Access customer context and history during conversations
Setting Up Your Inbox
To get started with the Unified Inbox:
- Connect at least one messaging channel in Settings > Messaging Channels
- Configure your default response options
- Set up any AI agents you want to handle initial responses
- Customize notification preferences
AI & Human Collaboration
The Unified Inbox is designed for seamless collaboration between AI and human agents:
- AI agents can handle routine inquiries automatically
- Conversations can be escalated to human agents based on specific triggers
- Human agents can monitor AI conversations and intervene when needed
- Transition between AI and human responses is invisible to the customer
- All conversation history is preserved during handoffs
Best Practices
For optimal use of the Unified Inbox:
- Organize with Tags: Use tags to categorize conversations by status or priority
- Template Library: Build a library of response templates for common scenarios
- AI Triage: Configure AI agents to handle initial responses and qualification
- Response Times: Set standards for maximum response times
- Regular Monitoring: Check the inbox regularly, even with AI agents active
- Team Assignments: For larger teams, assign specific team members to different conversation types
Frequently Asked Questions
How many messaging channels can I connect?
You can connect multiple messaging channels of each type (WhatsApp, SMS, Telegram, Naver Line).
Can multiple team members use the inbox simultaneously?
Yes, multiple team members can access the Unified Inbox at the same time.
What happens if a customer messages when no one is online?
The system includes a default AI Agent that's always available 24/7 to handle any conversations not specifically assigned to other AI Agents. This ensures your customers receive immediate responses at any time, even during off-hours. All messages will still be waiting in your inbox when you return.
Related Features
- AI Agents - Configure AI assistants to handle customer interactions
- Messaging Channels - Connect different communication platforms
- Lead Management - View detailed customer information during conversations