Communication
One inbox for email, SMS, WhatsApp and Telegram
Whatever a customer writes and whichever channel they use, the message goes into one log on their record. Your team works in the Conversations view and finds older messages by searching the Messages list.
What it does
A customer sent an email, then wrote in WhatsApp, then texted to ask why nobody is answering. Each message sits in its own program, on different employees' phones, and nobody sees the whole picture. Here email, SMS, Telegram, WhatsApp, Facebook Messenger, website chat and phone calls are gathered into one log for each customer. You open the customer and read everything in order, no matter which of your people wrote or replied.
Every channel in one log
Email, SMS, Telegram, WhatsApp, Facebook Messenger, website chat and phone calls are collected in one log per customer. It does not depend on which channel the customer picked or which employee answered.
Conversations: the working inbox
In the Conversations view, messages are grouped by contact and by channel. This is where your staff work during the day: you see who wrote and where, open the exchange and reply.
Messages: a list you can search
The Messages view shows the same correspondence as one flat list that you can search. It helps when you remember a phrase or a detail but not the customer or the channel.
New sender, new contact
A message from an unknown number or address creates a new contact. A first inquiry does not get lost in a mailbox: it has a record straight away, where you can add a note, a task and an opportunity.
Saved replies
The answers you write over and over are kept as saved replies: how to find you, opening hours, how to prepare for a visit. You put a saved reply into the conversation instead of typing it again.
Credentials checked on saving
When you connect a channel, its credentials are checked at the moment you save them. A mistake in a password or a token is visible during setup, not later, when messages quietly stop arriving.
How it works
Connect the channels
Add mailboxes over IMAP or OAuth (Gmail, Outlook), a Telegram bot, the WhatsApp Cloud API, a Facebook page, the website chat widget and a phone carrier for SMS and calls.
Messages arrive in Conversations
Incoming messages are grouped by contact and channel. An unknown sender becomes a new contact automatically.
Reply in the same place
Open the conversation and answer in the channel the customer wrote in. For frequent questions there are saved replies.
Find it later
Search the Messages list, or open the customer's record and read the whole log: messages and calls from every channel.
Good to know
- Each channel has to be connected first, with its own access: a mailbox, a Telegram bot, access to the WhatsApp Cloud API, a Facebook page, a chat widget on your site.
- SMS and calls appear only if a phone carrier is connected to the workspace, and the Free plan comes without telephony.
- The inbox gathers messages and lets people reply. It does not answer for you: automatic replies in messengers are the AI employee, a separate feature.
Which plan includes it
Full Service ($499 a month, up to 25 users) includes every feature: all channels, telephony, AI employees, and we set everything up for you. On Business ($199 a month, up to 10 users) we migrate your data and reconnect the integrations you use, such as WhatsApp and Telegram; this plan has no AI. Free ($0, up to 3 users) has the core tools, without telephony and without setup.
Compare plansQuestions and answers
- Which channels can I connect to the inbox?
- Email, SMS, Telegram, WhatsApp, Facebook Messenger, website chat and phone calls. Mailboxes connect over IMAP or through OAuth for Gmail and Outlook, Telegram as a bot, WhatsApp through the WhatsApp Cloud API, Messenger through a Facebook page, and chat as a widget on your website.
- What happens when someone who is not in my contacts writes?
- A message from an unknown number or address creates a new contact. The correspondence is tied to that contact from the first message, so you can reply, leave a note or create an opportunity without entering the person by hand.
- How do I find a message if I don't remember who sent it?
- Open the Messages view. It is one searchable list of all messages, not split by channel or contact. Conversations is for everyday work; Messages is for finding something specific.
- Are phone calls shown next to the messages too?
- Yes. Calls go into the same customer log as emails, SMS and messengers, along with the recording and the transcript status. For that you need a number at Twilio, Telnyx or Vonage connected to the workspace and a plan with telephony.
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