How to Manage All Your Messages Effortlessly

Quickly find any message using the filter options enhanced to give you an organized way of tracking conversations. You will find the options right above the search bar which includes Assignee, Closed, Unread, and Unreplied.
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​Assignee: The assignee is the person responsible for responding to a conversation. This filter allows you to select one or more users assigned to different conversations. Type the name of the company user assigned to a specific message, or select from the list that appears. You can also either select all or deselect all users at once.

Closed Chats: All closed messages will be filtered out and each chat is marked as "Closed" for easy identification.

Unread: Unread messages are indicated with a red dot.

Unreplied: These are messages, both new and old, that haven't been responded to yet. New conversations are clearly marked as "new" and include a label showing the channel they originated from, while existing conversations are simply labeled with the channel.

Start conversations with your leads and customers easily! Click the Unify Messaging logo from the dashboard's homepage or select the 💬 Chat tab from the main navigation menu. You’ll be directed to the Omnichannel Inbox, where messages are neatly organized by source — SMS/Text, Email, Online Reviews, Contact Forms, Facebook, and Internal Chats. By default, all messages are displayed under the All inbox. In the upper right-hand corner, click the Create Message button to open the New Message window.

From the New Message window, use the search bar to find and select the customer's contact information.
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Next, fill out the Assignee, Followers, and Tags fields by selecting from the dropdown options. Once you're done, click Save.

The system will open a chat window for your contact, and you'll be ready to start chatting!

When you open and reply to a message, you’ll find several helpful features to enhance your experience.

Respond to your messages by typing in your response in the text box then hit the Send button. Additionally, our messaging system is powered by AI, and you can access the AI Response Helper by clicking the AI Support tab beneath the text box.

This will open the AI Response Helper window, where you can choose between two options: Summarize Chat Thread or Generate a Response.

If you select Summarize Chat Thread, the system will take a moment to generate a summary of the conversation. Once the summary is ready, you can choose Send as Internal Note to keep it for internal reference.

If you need help drafting a response for your client, click on Generate a Response. And AI will provide you with a professionally written reply. You can then click Use this message to send the AI-generated response directly.
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The response will be automatically placed in the chat text box, where you can review and edit it before sending.

Additionally, you can easily switch between available channels—such as text, email, or Facebook—based on the customer's contact information.

At the top section, you can easily view or update the contact’s information without going to the Contacts page, update the Assignee, add Followers, or include Tags.

If you hover to the top right corner, you can mark conversations as unread by clicking on the Mark as unread button to leave the conversation unread and go back to it later on. Close or delete messages by clicking on the Close or Delete button. Closed messages will go to the All inbox and will be marked as closed while deleted messages will be sent to the Trash inbox.

You can also share images or files from the text box. Attach images for SMS channels and files in various formats for email channels. The image icon will appear for SMS, while the clip icon will be available for email.

If you need to send files in formats like Word, PDF, or Excel, simply switch the channel to Email (this option will be available as long as the customer's email address is provided).

Add internal notes for your employees' reference in every conversation. Simply open the customer message, and you'll find the Internal Note tab above the text box. Click on it and type your note. This note will only be visible to your company managers, the assignee, and any followers tagged to the chat thread. It will be highlighted in yellow, making it easy to distinguish from customer messages.

The system also detects and flags duplicate contact information and you can decide whether to merge the existing and new chats or keep them separately. Right beside the contact’s name, you can click on the duplicate button.

Then the Merge chat window will show up where you can either Merge or Open existing conversations.

We understand that staying connected with both leads and customers is just as important as communicating with your team. That’s why Unify Chat is designed as a centralized messaging system—to keep all your communication, both external and internal, within the same platform.

Earlier, we covered messaging with customers. Now, let us introduce you to Internal Chats! To get started, click on the Unify Chat logo or the Chat tab in the left-hand navigation menu. Then, click the Create Message button to open the New Message window. From here, select the Internal Chat tab. Start by filling out the required fields. Assign the chat to either a Group or a User using the drop-down menu in the Assign field. Set the followers by selecting users from the corresponding dropdown list. Don’t forget to add the relevant tags. Once you're ready, click Save.

Your new Internal Chat will appear in either the All Inbox or Internal Chats Inbox. Now you are ready to exchange messages with your team!