Communication

How to Use the Unified Inbox for All Customer Conversations

Manage all customer conversations in Local Business Pro's unified inbox. Combine calls, texts, and chats in one place.

beginner 5 min read inbox unified conversations messaging
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Quick Answer: The Inbox combines all communication channels (calls, SMS, website chat, email) into one timeline per contact. Click any contact to see their complete conversation history.

What You'll Learn

The unified inbox eliminates switching between apps or channels. Every customer interaction, regardless of how they contacted you, appears in one chronological timeline.

Inbox Layout

  • Left Panel - Contact list with preview of most recent message
  • Middle Panel - Full conversation timeline with selected contact
  • Right Panel - Contact details, appointments, and notes (collapsible)

Using the Inbox Effectively

  1. Navigate to Conversations > Inbox
  2. Click any contact in the left panel to load their conversation
  3. Scroll up to see older messages in the timeline
  4. Use the message composer at the bottom to reply
  5. Check the right panel for contact info and upcoming appointments
  6. Add notes to track important information
  7. Star important contacts for quick access

Frequently Asked Questions

Q: How do I know which channel a message came from?
A: Each message in the timeline shows an icon indicating the channel (phone, SMS, chat, email).

Q: Can I reply using a different channel than they used?
A: Yes, use the channel selector in the message composer to choose SMS, email, or the channel they prefer.