Unified inbox
One inbox for WhatsApp, Instagram, Messenger, SMS and email
Your leads write on whatever app they have open. The inbox puts each conversation on the lead’s record, so the team sees who wrote, who is still waiting and how long answers take.
Why messages belong on the lead
In many businesses, the conversation with a lead is scattered. Instagram messages are on the owner’s phone. WhatsApp is on a receptionist’s personal number. Email goes to whoever set up the account. When that person is off, the lead waits. When they leave the company, the history leaves with them.
The unified inbox shows Messenger and Instagram direct messages, WhatsApp, SMS and Gmail email against the lead’s record in the CRM. Whoever opens the lead sees the form answers, the source and the conversation together, before picking up the phone.
What the inbox covers
Messenger and Instagram
Direct messages sent to your Facebook Page and your Instagram account, connected through Meta.
WhatsApp conversations on the lead’s record, where the whole team can see them.
SMS
Text messages with the lead, kept alongside the rest of the conversation.
Gmail
Email from Gmail, next to the messages from every other channel.
Reply from the record
Answer Messenger, Instagram, WhatsApp and SMS conversations from the same screen, with the lead’s answers and history in view.
Unanswered and response times
Messages still waiting for an answer stand out, and response times are visible.
WhatsApp alert for new contacts
The team can get a WhatsApp alert when a new contact arrives, so the first answer does not wait for someone to open the CRM.
The unanswered list is the one to clear
An unanswered message is easy to miss, because nothing rings. The lead thinks they have asked. They wait a little, then ask a competitor, and your team never learns there was a lead at all.
So the inbox puts the waiting messages in plain view and shows response times. A manager can tell at a glance whether the team answers in minutes or in hours, and the daily rule gets simple: nothing goes home unanswered.
In many markets, much of this happens on WhatsApp. Our WhatsApp marketing service covers follow-up on that channel, and lead handling covers the people, the routine and the targets.
How a team works the inbox
A new contact arrives
The team gets a WhatsApp alert. The contact is already on its record in the CRM.
Read before answering
The lead’s answers, score, source and earlier messages are on the same record, so the first answer can be specific.
Work down the unanswered list
Through the day, the team clears the messages still waiting, whatever channel they came from.
Check response times each week
A manager reviews response times next to reaction time per salesperson in the CRM, and fixes the gaps with the team.
Frequently asked questions
Which channels does the inbox cover?
Messenger and Instagram direct messages through Meta, WhatsApp, SMS and Gmail email. Each message appears against the lead’s record in the CRM. The full list of connections is on our integrations page.
What happens to conversations when a team member leaves?
They stay where they were, on the lead’s record in the CRM. The history belongs to the business, and the next person picks up where the last one stopped.
Can we be alerted when someone new writes?
Yes. The team can get a WhatsApp alert when a new contact arrives.
Can we see how fast we answer?
Yes. Unanswered messages and response times are visible. For the first contact on each lead, the CRM also shows reaction time per salesperson.
Last updated · By the Napexy team
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