Support

Omnichannel inbox: a shared mailbox, routing and per-customer history

Bring conversations from several channels (chat, email, SMS/WhatsApp and tickets) together in one shared inbox, with assignment and queue-based routing (sales/support) and an omnichannel timeline per customer.

The Omnichannel inbox is a SHARED inbox that gathers, in one place, the conversations that today arrive through separate channels: the live chat on your website, the emails logged on your contacts, SMS/WhatsApp messages (Twilio) and helpdesk tickets. You keep replying on each channel as always; the Inbox only UNIFIES the view, the triage and the assignment.

Each row in the Inbox is a "thread", a pointer to the original conversation on its channel. The content is not duplicated: when you open a thread, the CRM pulls the history straight from the channel (the chat messages, the contact's emails, the SMS/WhatsApp messages or the ticket).

Queues: sales and support

Every thread belongs to a QUEUE. By default, routing puts email in the Sales queue and chat, SMS, WhatsApp and tickets in the Support queue. Use the filters at the top to see a single queue, a single status (open, pending, closed), a single channel, or only what is assigned to you or unassigned.

Assignment and routing

Open the Inbox from the side menu and select a conversation in the list.
In the right-hand panel, choose the person in the "Assignee" picker to assign the thread to an agent (or leave it "Unassigned" for the queue's pool).
Change the status (Open / Pending / Closed) as you work the conversation.
Click "Auto-route" to have the CRM apply the channel's queue rule and, if there is still no assignee, distribute it by fair round-robin (whoever has the fewest open conversations gets the next one).

💡 Round-robin assignment picks the member with the LOWEST load (fewest open threads), spreading the work predictably. The rule is deterministic: on a tie, the first in the list.

Replying (and attaching files)

The reply goes out through the source channel: on an email or SMS/WhatsApp thread, write in the composer and click Send reply (or Cmd/Ctrl+Enter). The message goes out on the channel and stays logged in the conversation's history. On email, use Attach file to include documents in the reply: they travel with the email (with a sensible per-file limit). Channels that cannot be replied to from the inbox (live chat, ticket, social) show the history for reading and triage, and the Open contact link takes you to the record.

Smart Inbox filters

Beyond queue, status, channel and assignee, you can filter by Reply (Replied = the team answered last; Not replied = the conversation is waiting on you), by Unread (only what has just arrived and has not been opened) and by Archived (shows the conversations you took out of the inbox). In the list, a blue dot and a bold name mark the unread ones.

Priority and tags

Each conversation has a triage Priority (Low, Normal, High, Urgent) that you set at the top of the conversation and use to filter the inbox by what is hottest. On top of that, you can stick free-form Tags on it (#vip, #churn-risk, #duplicate-invoice and so on) to organize and route. Click the × to remove a tag, or type a new one and press Enter. The tag filter shows only the conversations carrying that tag.

Pinning, archiving and marking unread

Pin: keeps the conversation at the top of the inbox (handy for what you are watching closely). Unpin returns it to normal.
Archive: takes the conversation out of your day-to-day inbox. It disappears from the default list and comes back only with the Archived filter; unarchiving brings it back.
Mark unread: returns the conversation to the pending-to-read state, so you can pick it up later. Opening a conversation marks it read automatically.

Internal notes

Inside the conversation there is an Internal notes block that only your team sees (it never reaches the customer). Use it to record context, agree on the next step or hand off to a colleague. Notes stay attached to the conversation and can be removed by their author.

Which campaign the conversation came from

When the contact is in an active cadence or campaign, the conversation shows at the top which campaign it came from, with the enrollment status (Active, Paused, Replied) and a direct link to open the campaign. That way you handle the conversation already knowing the prospecting context.

Omnichannel history per customer

On a Contact (or Lead) record, the "Omnichannel history" section shows the unified timeline of ALL of that customer's interactions across every channel (chat, SMS/WhatsApp, email and tickets), newest to oldest, each item marked with its channel and direction.

Privacy and isolation

The Inbox respects isolation per organization (no conversation from another company ever appears) and your visibility scope: if your role only sees your own team's records, you see the threads assigned to your team and the ones sitting in the pool with no owner, not those of other teams.

How to test it

Generate an interaction on some channel (for example, send an SMS to a contact, or take a conversation on the website chat).
Open the Inbox and the thread appears in the matching queue with the contact's name and the channel.
Assign it to yourself, change the status and click "Auto-route" to watch the distribution happen.
Open the contact and check the "Omnichannel history" section for that same interaction on the timeline.

Open this article inside the system →