How-To GuideBeginner5 min read

How to Use the Unified Inbox for All Customer Conversations

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

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

Navigate to Conversations > Inbox
Click any contact in the left panel to load their conversation
Scroll up to see older messages in the timeline
Use the message composer at the bottom to reply
Check the right panel for contact info and upcoming appointments
Add notes to track important information
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.