Unified inbox

Omnichannel inbox

The unified inbox brings customer conversations into one place. See CRM context alongside each thread, assign to team members, and maintain audit trails for compliance.

1. 1

   Open Communications → Inbox

   From the sidebar, open Communications → Inbox (or go to /communications/inbox) to see active threads.

2. 2

   Filter by queue or assignee

   Use filters to show unassigned messages, your queue, or a specific team before triaging.

3. 3

   Open a thread and review CRM context

   Select a conversation — the side panel shows linked customer, deal, or order context without switching modules.

4. 4

   Assign and reply

   Assign the thread to an owner, reply using a template or free text, and mark resolved when complete.

Workflow tips

Define queues for sales, support, and accounts so messages route to the right team. Use templates for common replies while keeping personalisation where it matters.