Five apps to check for messages, and three had nothing new.
Instagram, then Messenger, then the texts, then email, then the chat on your site. You opened all five to find out which two had something, and you’ll do the same round again after lunch.
Most of what does come in gets answered. Just not when you read it. You saw it on your phone, decided it deserved a proper reply from a desk, and by the time you’re at one, the reply needs a “sorry for the delay” in front of it.
People message you from wherever they already are, and nothing is lining that up into one list for you.
Where every message lands now.
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Every channel in one inbox. Text messages, email, Facebook Messenger, Instagram DMs, WhatsApp, and the chat widget on your website. Calls and voicemail land here too. The business line itself
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One view per customer. Open a name and everything the two of you have said is there, whichever way they sent it. You reply on the channel they used.
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Switch channels without leaving the page. They texted, you’d rather answer by email, and there’s no second tab involved.
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Private notes to your team, right on the conversation. Work out the answer between you first. The customer never sees a word of it.
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Filter it down by channel, tag, owner, or date, and deal with one kind of thing at a time instead of all of it at once.
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All of it sits on the customer’s own record, so whoever picks it up next already knows what happened. Where that record lives
One inbox is only half of it. The other half is answering quicker.
Everything arriving in one inbox doesn’t, by itself, make you any quicker to answer.
What makes you quicker is unglamorous. Your hours, your address, “yes, we do that, here’s the link”: you’ve sent each of those enough times to have a favorite version. Write it once and save it. Next time, you drop it in, it fills in their name and the details that go with them, and it’s sent. Keep as many as you like. Your whole team works from the same set.
You can also write a reply now and have it go out later, when it should actually land.
AI can draft replies for you as well. It’s in your account, off until you turn it on, and billed by what you use. What the AI can take on What gets billed separately
The same inbox, on your phone.
Text messages, email, Facebook, Instagram, WhatsApp, and your site’s chat can all be answered from the app. Attach a photo or a file. Schedule a message the same way you would at a desk.
You decide what it tells you about, and how: in the app, on your desktop, by email, as a push, or by text. It’s set per person, so your phone only goes off for the things you asked it to.
Which means ten minutes between two other things is enough to get back to everyone. Most days, that’s the shape the time comes in anyway.
What the inbox costs.
The inbox is part of the software at $127 a month. Connect the channels yourself, or put it in your queue and the team sets them up.
Questions people ask about the inbox.
Do I have to give up my normal email inbox?
No. Email is one of the channels here, and what a customer sends you sits on their record next to everything else they’ve sent. It isn’t built to replace a shared Gmail or Outlook mailbox, so if that’s what your team runs on, keep it. Plenty of people use both and let this one hold anything that’s attached to a customer.
Which channels can I actually connect?
Text messages, email, Facebook Messenger, Instagram DMs, WhatsApp, and the chat widget on your website. Calls and voicemail land here too. LinkedIn isn’t one of them. WhatsApp is available, and it’s billed separately from the rest.
If someone DMs me on Facebook and then fills in the form on my website, do I see one customer or two?
One, if the email address or phone number they put on the form matches what you already have for them. If they use a different one, you get two records, and you merge them yourself. Either way, both conversations are in the same inbox, so neither one is sitting in an app you didn’t open today.
Does the AI answer people for me?
You choose how far it goes. It can draft a reply for you to approve, or it can answer on its own. It’s available in your account rather than switched on by default, and it’s billed by what you use.
Other features that work with the inbox.
Calls and texting
A business number of your own, and what happens when you can’t pick up.
AI in your account
What it can take on, and what it costs to run.
The CRM
The customer record every one of these conversations is filed against.
Automations
What can happen on its own the moment a message arrives.