Messaging Channels
Tailor your communication experience by choosing which channels feed into your Unify Inbox.
Core Channels (Always Enabled)
Live Chat: Real-time engagement for your website visitors.
Internal Chat: Seamless communication with your team.
Optional Channels:
Toggle these on or off to manage where you receive new customer messages:
Email & SMS
Contact Forms
Facebook & Instagram
Google Reviews
Unify360 Messaging Tip: Disabling a channel prevents new threads from being created, but your existing conversation history will remain fully accessible.
Coming Soon
We are currently building direct integrations for Thumbtack and Angi to bring even more of your home service leads into one unified view.
Phone Number, Email, & Social Media Configuration
Configure your phone, email, and social media to ensure every lead flows directly into your Unify Inbox.
1. Twilio Phone Number
Your Twilio number powers your SMS messaging and Voice Call Forwarding.
How it works: When a customer texts this number, it appears instantly in your Messaging Inbox.
Voice Calls: Incoming calls are automatically forwarded to your designated business number. To set this up, go to Messaging > Settings > Phone Number > Voice Call Forwarding, enter your preferred number, and click Save Forwarding Number.
2. Email Address
Centralize your email communication by creating a dedicated Unify Messaging address.
Auto-Forward: Forward emails from your primary address (e.g., [email protected]) to this address to capture every thread.
Lead Capture: Incoming emails automatically create new contacts and conversation history.
To Create Your Email:
1. Enter your preferred prefix (e.g., SunnyHomes).
2. The system will generate your address: [email protected].
3. Click Save Email Settings to confirm.
3. Facebook & Instagram
Manage your social media DMs without leaving the dashboard.
Status: This section shows your currently connected accounts.
To Connect: Head to the Global Integrations page to link your Facebook and Instagram profiles. Once connected, all messages will sync directly to your Unify Messaging inbox.
✅ Testing Your Setup
Before you head out into the field, take 60 seconds to confirm your new communication channels are flowing correctly:
Test Your SMS: Send a text message from your personal cell phone to your Twilio Number. It should appear instantly in your Unify Messaging inbox.
Test Call Forwarding: Dial your Twilio Number from a different phone. Ensure the call rings through to the business number you saved in the Voice Call Forwarding field.
Test Email Sync: Send a test email to your new Unify address (e.g., [email protected]). Check your inbox to confirm a new contact and thread were automatically created.
Test Social DMs: Have a friend or team member send a direct message to your Facebook or Instagram business page. Confirm the message appears in your Unify Messaging inbox alongside your texts and emails.
Need Help? If any of these tests fail, try a Hard Refresh (Ctrl + F5 or Cmd + Shift + R). If you’re still having trouble, reach out to our Support team directly through the Messenger Widget located in the bottom corner of your dashboard.
Messaging Notifications
Stay updated with real-time alerts for every new lead and customer reply. You can customize these settings for yourself or manage which team members receive specific notifications.
How to Update Your Notifications Before configuring alerts, ensure your team members have active profiles. Once your team is ready, navigate to: Messaging > Settings > Notifications Alternatively, you can access the Global Notifications tab from the main navigation menu on the right.
Configuring Alerts for Your Team
Select a User: Use the dropdown at the top of the window to select the employee you want to configure.
Assign Alert Channels: For each event listed below, toggle the SMS, Email, or Push columns to choose how that user is notified.
Instant Update: You don't need to hit save, the system automatically updates your preferences the moment you toggle a setting.
Key Notification Events:
New Chat: Triggers when any brand-new conversation starts.
New Message (Assignee): Alerts you when a reply arrives on a thread specifically assigned to you.
New Message (Follower): Alerts you when a reply arrives on a thread you are currently following.
Assigned to Chat: Notifies you immediately when a teammate assigns a conversation to you.
Unreplied Reminders:
First (60 min): A gentle nudge for messages that haven't been answered.
Final (120 min): An urgent reminder to ensure no lead goes cold.
Internal Note: Notifies you when a team member leaves a private comment on a thread.
Pro Tip: Use the "Send Test" feature found in the upper right corner (next to the user dropdown) to confirm that alerts are reaching your device correctly.