Unified Inbox organizes incoming conversation work and its follow-up queue. CRM is the record of the customer relationship.
UNIFIED INBOX
Give incoming conversations a clear place in the work.
Keep the conversation, its follow-up queue, and the person responsible when it is assigned connected. Priority and activity details give your team a clearer structure for the work.
A clearer working structure
See what needs attention, and who it belongs to.
The work stays easier to understand when its context, priority, and responsibility remain attached to the incoming item.
Conversation context
Keep the conversation topic, recorded channel, and latest activity close to the follow-up work.
Queue and priority
An inbound item retains its queue, priority, and source as part of the work context.
Assignment and progress
When work is assigned, its staff reference and work state can be recorded. Completing that follow-up does not by itself resolve a separate case or complaint.
Part of customer work, with a focused role
A focused place in customer work.
Unified Inbox organizes incoming conversation work. CRM keeps the customer relationship record. Cases & Complaints keeps a separate record for a matter that needs dedicated follow-up. These records have different responsibilities; this page does not imply an automatic transition between them.
Unified Inbox
Organize incoming conversation work and make follow-up responsibility easier to understand.
Unified Inbox FAQ
Questions about Unified Inbox
Short answers about conversation work, queues, and follow-up responsibility.
An inbound work item is associated with a conversation and a queue. The queue gives that item its working context; teams define how they use their queues.
It can retain a conversation reference, queue, source, priority, work status, activity details, and a staff reference when it is assigned.
No. Completing an inbound work item records that follow-up action as complete. It does not by itself resolve a separate case or complaint record.
Its scope depends on the channels and communication configuration connected to a queue. This page does not claim a fixed provider list or that every channel is connected.
A clearer place for incoming work
Bring clearer structure to every incoming conversation.
Start with a workspace that keeps follow-up context and responsibility connected.
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