Unified inbox

One shared inbox for WhatsApp, SMS, email, web chat and social DMs

Every channel in one queue, with assignment, internal notes and full customer history.

Included on every plan, from Starter.

Last updated:

Request a demo See pricing

What is unified inbox in Inno Message?

The unified inbox is the core of Inno Message: one shared queue where messages from WhatsApp, Facebook Messenger, Instagram, Telegram, Apple Messages for Business, SMS, email and website chat arrive together. Each conversation keeps its full history across channels, so any teammate can pick it up, see what was said before, and reply on the channel the customer chose.

Who it's for: Support, sales and operations teams that currently switch between several apps to answer customers.

Illustrative view of unified inbox in Inno Message.

Less switching, faster answers

When every conversation sits in one place, nobody copies context between tools or misses a message in an app they forgot to check. Managers see the whole workload at once, and customers get a reply on the channel they already use instead of being asked to "email us instead".

Every channel, one queue

Connect WhatsApp, SMS, email, web chat, Instagram and Messenger. New messages land in the same list, sorted and filterable.

Built for teams

Assign conversations, leave internal notes, @mention a colleague, and see who is replying so two people never answer the same customer.

Full customer history

Past conversations from every channel appear on one timeline, so the next reply starts with context instead of questions.

Views that match your work

Save filtered views by channel, tag, team, status or priority, and give each team the queue it actually works from.

How it works

  1. Connect your channels

    Link a WhatsApp Business number, SMS sender, support mailbox, website chat widget and social accounts from channel settings.

  2. Invite your team

    Add teammates, group them into teams, and set roles for who can see and reply to what.

  3. Set up views and assignment

    Create the views each team needs and decide whether conversations are assigned manually or by routing rules.

Technical details

Channels
WhatsApp Business, SMS/MMS, email, website live chat, Instagram DMs, Facebook Messenger.
Collaboration
Assignment, internal notes, @mentions, tags, conversation status, collision indicators.
History
Cross-channel timeline per contact; searchable conversation archive.
Limits
Starter: 5 team members, 10 channels, 5,000 conversations/month. Growth: 20 members, unlimited channels, 25,000 conversations. Business and Enterprise: unlimited members.

Questions about unified inbox

Which channels does the unified inbox support?
WhatsApp Business, SMS/MMS, email, website live chat, Instagram direct messages and Facebook Messenger. All of them arrive in the same shared queue.
Can two agents reply to the same conversation by accident?
No. The inbox shows who is viewing or replying to a conversation, and assignment makes ownership explicit, so duplicate replies are avoided.
Do customers have to switch channels to talk to us?
No. Your team replies on whichever channel the customer used, from the same inbox.

More answers in the Inno Message FAQ.

Related

All features

Automation & routing

Rules, triggers, auto-replies and SLAs that move routine work without a human.

Learn more

Mobile apps

The full shared inbox on iOS and Android, with push notifications.

Learn more

WhatsApp Business

Shared inbox, templates, automation and AI on the WhatsApp Business Platform.

Learn more

Email

support@ and sales@ in the shared inbox, on your own domain.

Learn more

See unified inbox with your own channels

Request a demo Compare plans