What is a unified inbox for social media and messengers
A unified inbox is one screen where messages from all your channels arrive: messengers, email, the chat on your website and social networks. Instead of switching between apps, the team works from a single queue and sees the whole history of each customer.
For a small business this is the difference between answering in a minute and answering tomorrow. The faster the reply, the more likely the conversation ends with a booking or an order.
Which channels you can connect
- Messengers: Telegram bot and WhatsApp.
- Website: the live chat widget that you add with one line of code.
- Email and SMS for customers who prefer them.
- Social networks: Instagram and Facebook comments and DMs, YouTube comments, X, Bluesky, Mastodon, Threads and Discord.
How AI replies work
AI answers only from what you put in the AI knowledge base: prices, services, delivery and return terms. You decide per channel whether AI sends replies itself or only prepares a draft for a person to check.
When a question needs a decision, the conversation goes to a team member. Nothing is lost: every message stays in the contact’s history.
From conversation to sale
The inbox works together with chat automation: a comment under a post can start a flow that sends the price list, runs a quiz and offers a discount. For salons and studios the next step is online booking, for shops it is the online store.
How to choose an inbox for a small business
- All your real channels in one place, not only social networks.
- AI that answers from your data and can be switched off per channel.
- Roles and assignment for a team, even a team of two.
- Reports on response time, because speed sells.