Messages: Your Centralized Communication Hub
Unify Messaging centralizes customer communication from every major channel: SMS, email, contact forms, Google reviews, and social media (Facebook and Instagram). We are also excited to introduce Live Chat and our new AI Agent, designed to provide 24/7 assistance and help your business scale without missing a beat.
Omnichannel Inbox
To keep your conversations organized, the omnichannel inbox is categorized by channel. While each customer maintains a single, unified thread, these categories make it easy to filter by source:
All Messages: A master view of every conversation across all platforms.
Email & SMS: Direct communication lines for traditional outreach.
Contact Form: Manage your website inquiries directly within the dashboard.
Social (Facebook & Instagram): Connect your accounts to respond to social queries instantly.
Live Chat & AI Agent: Engage website visitors in real-time with automated 24/7 support.
Internal Chat: Centralize your team's internal communication without leaving the platform.
Reviews: View and respond to new customer reviews as they arrive.
Archived & Trash: Keep your workspace clean by archiving completed threads or deleting unnecessary ones.
Outbound Messaging
Initiate new conversations effortlessly by clicking the Compose New button.
Find the Contact: Use the Contact tab to search for an existing customer by name or number.
Duplicate Protection: To prevent fragmented conversations, the system will notify you if a thread already exists and provide a direct link to that thread.
Assign Tasks: Select an Assignee from your team or leave it blank to assign the conversation to yourself.
Add Followers: Designate team members as Followers so they receive notifications and stay in the loop.
Start Chatting: Hit Create to open the chat window and begin your outreach.
Advanced Filtering & Search
Quickly locate any conversation using the search bar or the Filter icon (located at the end of the search bar in the middle column). You can narrow your results by:
Assignee: See only the messages handled by specific team members.
Unread Only: Focus on new messages that haven't been opened.
Awaiting Response: Identify customers waiting for a reply.
Click Apply to filter your list, or use Clear to reset your view.
Managing All Your Messages
The strength of the omnichannel inbox lies in its simplicity, each customer is consolidated into a single, streamlined thread that brings together all their messages across every channel. Now that you’re familiar with your inbox, let’s explore what you can do within each customer chat thread.
Respond with Ease
When replying to a message, you have two ways to communicate:
Manual Reply: Simply type your message in the text box and Send.
AI Response Helper: Access our AI-powered support by clicking the AI Support button beneath the text box. This tool helps you craft professional, contextually accurate responses in seconds, ensuring your customers receive the best possible service.
AI Summary Thread: Easily generate concise summaries of long conversations, helping you quickly catch up and gain clear context through AI-generated notes. You can choose to include these summaries in your replies or share them as internal notes within the same thread which is visible only to your team or designated followers.
AI-Auto Respond: This feature can be enabled by clicking the button found below the text box.When enabled, the system will automatically respond to customer messages. To turn it off, simply click the button again.
Send Files: Conveniently send files to your customers through the Attach File button.
Switch Between Channels: You can switch between available channels, such as text or email, depending on the customer’s contact information, allowing you to communicate in the most effective way for each customer.
Internal Note: To leave a message visible only to your team, select Internal Note. This will be seen only by the Assignee and Followers, and the text box background will change to yellow to indicate an internal message.
With Unify Messaging, you aren't just managing messages, you're building stronger relationships through faster, smarter communication.
Updating Messages
Keep your inbox organized by ensuring each chat thread is up to date.
Edit a Contact
You can view and update a customer’s contact information without needing to navigate to the Contacts page.
Click the Edit Contact button.
In the Edit Contact window, you can update the customer’s name, email address, and phone number.
To add a new email address or phone number, click Add Email or Add Phone below the existing contact details.
Once you’ve made your updates, click Save Contact.
Your changes will automatically be reflected in both the chat thread and the Contacts page.
Merge Contacts
Merging contacts lets you unify duplicate customer records so all messages and information are stored in a single profile.
Click the Merge Contact button to open the merge window.
Review the Source (the record to be merged).
In the Destination section, search for and select the customer record you want to keep.
Check the Merge Preview at the bottom to see the data to be added and the messages to be combined.
Click Merge Contacts to complete the process.
The system will notify you once the merge is successfully completed. You can also review the thread, where a record of the merge will be logged (e.g., Contact merged: John Smith → Emily Smith • Mar 19, 2026, 10:11 AM).
Archive Messages
Archiving messages removes conversations from your main inbox while keeping them stored for future reference.
Click the Archive button at the top right corner of the chat thread.
A confirmation prompt will appear: “Are you sure you want to archive this conversation? It will be moved to the Archived folder.”
Click OK to proceed.
You’ll be notified once the conversation is successfully archived.
To view archived items, go to the Archived folder under the System section of your inbox.
The most recent item appears at the top, or use the search bar to find a specific thread.
To move it back to your inbox, open the thread and click the Unarchive button at the top right.
Update Assignee and Followers
This feature lets you assign responsibility for a conversation to a specific user and manage who receives notifications about updates.
Assignee – Click the Assignee field to add or change the assignee. In the Set Assignee window, select a user from the drop-down list and click Assign.
Followers – Followers receive notifications when new messages are added to the thread. To add or change followers, click the Follower field. In the Manage Follower window, select a user from the list and click Add. The system will confirm when a follower has been added.
The window also shows existing followers. To remove a follower, click the trash icon next to their name, confirm by clicking OK, and then close the window.