Unified Inbox
Keep the conversation going, even when the teammate changes.
Bring supported customer messages into one shared workspace. Read the context, involve the right teammate and reply through the connected channel in CreateMomento.
Built around your work
Give your team a shared place to pick up the conversation.
A question arrives by text. The customer follows up by email. The person who first replied is off today. When the team can see the recorded conversation and the next person responsible, the customer has less explaining to do.
Unified Inbox
Read the context. Choose the next action. Reply.
- 01
Bring in eligible channels
Connect the channels you use and confirm team access. Set ownership and response expectations before directing customers to them.
- 02
Review the conversation
Read the available history and contact details. Use an internal comment to ask a teammate for help when the answer needs their input.
- 03
Continue with a clear next step
Select the intended channel, review the reply and send it. Keep assignment and any follow-up task current so the next teammate knows what is pending.
Help the team respond as one business.
Avoid starting from scratch
Review messages recorded against the contact before asking the customer to repeat a question. Available history depends on the connections and records in your workspace.
Make handoffs more useful
Leave an internal comment explaining what needs attention and mention the appropriate teammate. Keep the customer-facing reply separate from the team discussion.
Focus on the work waiting for you
Use available filters and saved views to find relevant conversations. Unread or assigned status helps organize work; it does not prove an issue is resolved.
Unified Inbox
More context for the person writing the next reply.
Choose the tools that fit your channels and team. Connections, account availability and user permissions determine what is accessible.
Connected messaging channelsRead recorded messages from connected channels.
The workspace supports channels such as email, SMS, WhatsApp and Facebook or Instagram messaging when the relevant connections are eligible and configured. Each channel keeps its own sending rules, consent requirements and charges. Connecting a channel does not promise a complete import of its old history.
Ownership and saved viewsGive teammates a clear place to start.
Use assignment and filters to organize the work, then save useful conversation views. Views are private by default; admins can share them with team members. Access still follows account permissions. Assignment does not guarantee that two people cannot reply at the same time.
Internal comments and mentionsAsk for help without sending the discussion to the customer.
Switch the composer to Internal Comment to leave a team note and mention a teammate. Mention alerts depend on that user’s notification preferences. Check the composer mode before posting; a customer reply and an internal comment are different actions.
Contact context and historyUnderstand the request before answering.
Review available customer details and recorded messages alongside the conversation. Timeline filters help you focus on relevant messages or activity. Information from an unconnected tool or a different contact record may not appear in the thread.
Reusable repliesStart from approved wording and make it personal.
Insert a saved text or email snippet for a common question, then edit it for the customer. Check names, dates and offer details before sending. A snippet is a drafting shortcut, not an automatic answer or a guarantee that the wording still applies.
Response-time targetsSee which conversations are approaching your team’s target.
Where the upgraded inbox and response-time settings are enabled, timers can highlight messages due soon or overdue. Decide how human, automated and AI replies affect the timer. A timer is an operational cue, not proof that the customer received a useful answer.
Unified Inbox
See how a shared inbox helps in practice.
A service question during a shift change
A customer texts a question about an upcoming visit through a connected channel. Before finishing the shift, the coordinator adds an internal comment with the unanswered question and mentions the next teammate. That teammate checks the thread and sends the customer a separate reply.
Illustrative example. Sample workflow, not a live product screen.
A quote that needs a specialist
A sales teammate receives an email asking whether a proposed service covers an unusual requirement. They leave an internal comment for the specialist. After reviewing the answer, the sales teammate writes the customer-facing response and updates the next task.
Illustrative example. Sample workflow, not a live product screen.
A familiar question with a specific answer
A studio receives a question about appointment preparation. The team inserts its approved preparation snippet, checks the customer’s service and date, and adjusts the wording before sending. The reply uses the selected channel and remains subject to that channel’s rules.
Illustrative example. Sample workflow, not a live product screen.
Choose the tool for the part of the conversation you need.
The shared inbox is your team’s workspace. Customer-facing AI and automated follow-up are separate capabilities that require their own setup.
Unified Inbox
Read, organize and respond to recorded conversations.
CRM
Maintain customer details, notes and follow-up tasks.
AI Chat & Customer Conversations
Configure a customer-facing assistant for defined conversation tasks.
Workflow Automation
Set up actions and follow-up sequences with explicit rules.
Connect the channels your team is ready to manage.
We check your account, available features and usage needs before recommending a plan. Software access, custom setup and ongoing management are scoped separately.
Questions before you start
Which channels can we bring into the inbox?
Supported connections include email, SMS, WhatsApp and Facebook or Instagram messaging. The channels available to your business depend on eligible accounts, connected services and configuration. We review your actual channel needs before recommending a setup.
Will all our old messages appear automatically?
Not necessarily. History depends on what each integration supports and which messages are recorded against the contact. Connecting an account is not a promise to migrate every past message or combine separate contact records.
Can teammates discuss a reply privately?
Yes. Internal comments are for the team and are not sent to the customer. You can mention a teammate, subject to their notification settings. Select Internal Comment deliberately and avoid adding unnecessary sensitive information.
Does assigning a conversation prevent duplicate replies?
No guarantee. Assignment makes responsibility visible, but the team still needs a handoff process and should check recent activity before replying. Confirm role access and how assignments work in your configuration.
Can we reply at any time through any connected channel?
No. Provider rules still apply. Some channels use reply windows or approved templates, and consent or opt-out settings can restrict outreach. Message usage and channel fees may apply even when the conversation is visible in the inbox.
Does a cleared response timer mean the problem is solved?
No. Timers measure configured response handling, not resolution quality. Automated or AI replies may count depending on settings, and manual read actions can affect the indicator. Confirm the supported timing rules and separately check whether the customer’s question was answered.
Does the inbox include an AI agent that answers everything?
No. A shared inbox gives your team a place to work. Customer-facing AI is a separately configured capability with defined knowledge, channels, handoff rules and applicable usage. Your team still needs to handle exceptions.
How do we get started?
Start with the channels and handoffs causing the most friction. On a strategy call, we review those needs and existing coverage, then define software access, connections and any implementation or ongoing service scope.
CreateMomento
Which customer messages are hardest to keep track of?
Tell us where your team gets stuck. We will help you identify the right tools and a practical first step.
Book a Strategy Call