Inbox

What this page is for

Inbox is the unified conversation view for a person across WhatsApp, SMS, email, and internal notes.

Who should use it

Sales, front desk, manager

Where to find it

/crm/inbox

Before you start

• Unified Inbox groups threads by person or contact before showing channel-specific messages, so staff see one conversation context instead of separate WhatsApp/SMS/email silos.
• Inbox left rail supports search by people/messages, channel filters for all available media, Recent Chats sorting, Create thread, Refresh inbox, and thread count.
• Thread timeline groups messages by date and shows internal notes, outbound messages with delivery status, and inbound replies with channel/time context.
• Inbox composer channels are Internal Note, Email, SMS, and WhatsApp. Customer-visible channels require provider readiness and sender account; Internal Note does not.
• Inbox message lines show channel labels and email subject where present.
• Inbox templates prefill channel-matched subject and body while No template leaves manual writing available.
• Inbox composer supports template selection, sender account, email subject, rich formatting, file attachments, message body, and send/add note action.
• Attachments should be used only when the provider/channel supports them and the file is appropriate for the customer context.
• Inbox Email, SMS, and WhatsApp require provider readiness; Internal Note remains staff-only.
• Create Thread starts a person-linked thread from Inbox without creating another person.
• Use one thread per person context where possible. Channel labels show whether the message came from WhatsApp, SMS, email, or internal note.
• Email messages need a subject. SMS and WhatsApp need concise body text. Internal notes are staff-only.
• Use templates for repeatable messages, but edit before sending when the customer context is specific.
• Provider buttons stay disabled when the account/sender/provider is not configured or unhealthy. The Person Profile Activity Feed composer follows the same rule.

Daily workflow

• Search or open a conversation from a person/opportunity.
• Select channel, template if needed, sender account, subject/body, then send.
• If provider is disabled, configure the integration in Admin or use another enabled channel.
• When a Meta/Facebook lead arrives, open the person-linked thread, confirm source/form/campaign attribution in People/Opportunity, and create or update the next task instead of creating another profile.
• Use Refresh inbox after provider webhook testing, then verify inbound replies appear on the same person profile/activity thread.

Watch out

• Never send payment instructions manually if a payment link can be generated. Links preserve tracking and reconciliation.
• Do not paste internal notes into customer-visible Email/SMS/WhatsApp channels.
• Do not bypass disabled provider buttons by copying template content into another channel unless the gym deliberately chooses manual communication and records the outcome.

Related help

• Use the left menu to open related pages in Integrations.
• Use Ask Docs for questions that are already covered in this public documentation.