Communications

Unified Messaging Inbox & Team Collaboration

Centralize customer conversations from WhatsApp, storefront chat widgets, and email into a single operational inbox for your team with real-time channel filters and CRM integration.

Overview of the Unified Inbox

The Unified Inbox (Dashboard -> Inbox or /dashboard/inbox) aggregates all customer communications across your business into a single collaborative dashboard. Team members can view incoming messages from WhatsApp, storefront web widgets, and email in real time.

Channel Aggregation & Filtering

Filter and organize conversation threads using built-in filters:

All Conversations: Chronological list of all open customer threads across all channels.
WhatsApp Channel ([WA]): Customer chats originating from your connected Meta WhatsApp Cloud API number.
Storefront Web Chat ([Widget]): Live chats from visitors on your online storefront or embedded external website.
Email Inquiries ([Email]): Direct customer email inquiries routed to your organization sender.
Human Takeover Filter: Threads currently escalated to human staff where automated AI replies are paused.

Staff Actions in Conversation Threads

While viewing a chat thread, team members can:

1. Send Rich Replies: Send manual text responses, attach images or documentation files, and insert formatted product catalog cards.
2. Link or Create CRM Contact: Click "Link Contact" or "Add Customer" to associate the conversation with an existing client or create a new profile.
3. Create Direct Staff Orders: Click "New Order" to open the order slider, pre-populate the customer's items and details, and dispatch a payment link.
4. Toggle AI Automation: Take over the conversation manually or click "Resume AI Assistant" to reactivate 24/7 automated bot replies.