Overview:
Learn how to streamline communication across all channels—SMS, email, Facebook, Instagram, Google, and more—into one easy-to-manage inbox. This feature allows you to reply, track, and organise every message from a single spot, helping you stay responsive and efficient.
Learning Objectives:
Understand how the unified inbox collects and displays all messages.
Learn to filter, respond, and organise conversations.
Access full contact records without leaving the conversation view.
Optimise communications on both desktop and mobile.
Transcript
Having messages from multiple channels, such as Facebook, Instagram, SMS, email, calls, and more, all come into one conversation area can be highly effective for managing your communications. By using a unified messaging platform, you can streamline your communication processes and save time by responding to all messages from a single interface.
This approach can help you provide faster response times, improve customer satisfaction, and increase productivity. Additionally, a unified messaging platform can help you track and manage conversations more effectively, ensuring that no message is left unanswered.
Overall, a unified messaging platform is a powerful tool for businesses that rely on communication with customers and clients—essentially all of them—allowing them to manage their communications in a more efficient and effective way in one place.
In this feature, you can view all incoming communications, like email, SMS, voicemail, Instagram and Facebook DMs, Google My Business chats, and more.
You can mark messages as read or star them if they’re important, and filter by unread, recent, or all. You can also keep track on mobile while on the go by using the mobile app.
From this area, you can easily write a new SMS or email message using attachments, elements, emojis, files, payment links, custom fields, values, trigger links, and more.
You can also view the contact record information—like their number, email, tags, DND settings, name, active campaigns, workflows, opportunities, and appointments. You can click on their contact to open it up further and access even more information.
Make sure to follow any lesson instructions below and mark this as complete to keep moving forward.