The short answer

The Unified Inbox brings calls, SMS, voicemail, email, website forms and booking enquiries into one queue while each original record remains authoritative. Open /communications when the workspace is enabled for your account.

Availability: Available to accounts with access to this workspace or feature.

Open Unified Inbox

Step-by-step

  1. Open and filter the queue

    Open /communications, choose a channel and use search, open/resolved, unread and spam filters. The conversation list scrolls independently so the selected workbench stays in place.

  2. Review the conversation context

    Select a conversation to review its source event, customer details and chronological timeline. Record assignment, tags, internal notes, call outcome and resolution state without changing the original channel record.

  3. Understand timeline matching

    The timeline can include chronological inbound and outbound SMS, received and sent email logs, calls, voicemail, forms, bookings and other exact-linked events. Matching uses normalized email addresses or phone numbers; a matching name alone never triggers an automatic merge.

  4. Review a possible match

    If exact details point to separate customer identities, open match review before combining them. Confirm the correct records, then use the reversible Undo control if the merge was incorrect.

  5. Link CRM context and reply safely

    Create or open the linked CRM contact when appropriate. Sending remains explicit: choose an owned phone number or active mailbox, satisfy any consent requirement, review the message and press Send yourself.

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