One inbox for every channel
WhatsApp, Instagram, Messenger, web chat and replies to your outreach emails come into one inbox. Your team assigns, tags, notes and answers every chat in one screen, with the 24-hour reply window shown on each chat.
PLANSEvery plan
The problem it solves
- Customers write on WhatsApp, Instagram and Facebook, and each channel lives on a different phone.
- Two people answer the same customer, or nobody does.
- Replies to your sales emails sit in a dozen mailboxes nobody reads.
- A reply goes out after 24 hours and Meta refuses it.
How it works
- Open Marketing > Inbox > Inbox. The screen has three columns: the conversations, the chat and the contact.
- Pick a tab: Open, Mine, Unassigned, Unread (each with its count) or Closed. Narrow it with a channel button or Search.
- Open a chat and press Assign to me, or choose a person under Assigned to on the right.
- Type a reply and press Enter. Send a file or picture, an emoji, or an approved template when the window has closed.
- Write a note for the team from the ⋮ menu; notes show in yellow and are never sent.
- Add tags to the contact, start a cart, make a Desk ticket or a CRM lead from the same chat, then Close it.
Everything it does
Channels in the inbox
- WhatsApp numbers, Instagram accounts, Facebook pages (Messenger) and web chats you connected
- Replies to outreach emails; your answer goes from the same mailbox in the same email thread
- One conversation per number or account and person
The list
- Tabs Open, Mine, Unassigned, Unread with counts, and Closed
- A button per channel you have, and Search on name, number and the last message
- Each line: initials with the channel badge, the last message, who has it, the time and unread count
- Refreshes every 8 seconds
- + starts a new WhatsApp conversation with a contact, from your own number, with an approved template
The chat
- Bubbles under a line per day; your messages show one tick sent, two delivered, two blue read, or Not sent with the reason
- Files and pictures up to 16 MB inside the reply window (WhatsApp today; Instagram and Messenger take text)
- Approved WhatsApp templates with a field for each value
- Free reply window open for ... hours: 24 hours from their last message on WhatsApp, Instagram and Messenger
- With an AI agent: up to three suggested replies as chips, kept until the person writes again
- Feature buttons: Stop the AI, Send Products, Send a Form, Make a Ticket, Make a Lead, Quick Quote, as installed
The contact panel
- Number, Call and Contact; Assigned to (searchable); the chat's cart; the contact's tags; channel, first message and how many messages
Consent in the inbox
- STOP, UNSUBSCRIBE, STOP ALL, OPT OUT and OPTOUT take the person off that channel; START, SUBSCRIBE, OPT IN and OPTIN put them back
- A person who said STOP gets no more replies on that channel
- STOP and START count for the Entity of the number or account they wrote to
- A WhatsApp template of the Marketing category goes only to people opted in, from the inbox too
All Conversations
- The same chats as a list: filters Mine, Unassigned, Unread, Open; group by Channel, Number / Account, Assigned To, Status
- Status Open, Waiting for Them or Closed; Can Reply Freely shows whether the window is open
Who uses it
Marketing UserAnswers, assigns, tags, notes and closes chats (the Inbox Agent role comes with it).
Marketing ManagerSees every chat and the consent records, and hands chats to people.
Marketing AdministratorConnects the numbers, accounts, web chats and mailboxes that feed the inbox.
Where you use it
- Web: Marketing > Inbox > Inbox (three columns; on a phone's browser the list and the chat take turns) and Inbox > All Conversations
- The SmartMy Marketing app: the inbox with tabs, chats, photos, notes and new WhatsApp chats (in testing, not in the app stores yet)
- Not for your general mailbox: only replies to outreach emails come in
What you control
Settings
- Who has which Marketing role
- Assigned person per chat
- Numbers, accounts and web chats connected per Entity
Notifications
- No separate alert for each new message: the list refreshes every 8 seconds and shows unread counts
Works with
SmartMy DeskMake a Ticket turns a chat into a Desk ticket, and the team's replies go back into the same chat.
SmartMy InteriorsQuick Quote in the chat makes a quote from the plan the customer sent and answers in the same chat.
Questions
Can two people see the same chat?
Yes. Everyone with a Marketing role sees the chats of the Entities they may open. Assign a chat so it shows under that person's Mine tab.What happens after 24 hours on WhatsApp?
The reply box asks for an approved template. Instagram and Messenger take nothing until the person writes again, as Meta requires.Do replies to our cold emails come here?
Yes. A reply to an outreach email opens a chat, and your answer goes from the same mailbox in the same thread.Is there a phone app for the inbox?
The SmartMy Marketing app has the inbox. It is built and in testing, not in the app stores yet. The inbox also works in a phone's browser.Can the AI answer here?
On every plan the AI agent can suggest replies for a person to send. Answering by itself is in Growth.Related features
CHANNELS AND INBOXWhatsApp, Instagram and Facebook pages connected through SmartMy's Meta app, with number healthConnect your own WhatsApp numbers, Instagram accounts and Facebook pages from one screen, in Meta's own windows. Their messages come to one inbox, and each WhatsApp number shows its quality rating and messaging limit, with an alert when the quality falls.CHANNELS AND INBOXA web chat bubble for your websiteOne line of script puts a chat bubble on your website. Visitors write from any page, the chat lands in the same inbox as WhatsApp and Instagram, and your team's replies appear in the bubble.CHANNELS AND INBOXA chat becomes a SmartMy Desk ticketWith SmartMy Desk, one button turns a WhatsApp, Instagram, Messenger, web chat or email conversation into a ticket with the chat so far. Your support team's replies on the ticket go back into the same chat, and the customer is told there when it is solved.CHANNELS AND INBOXChats, lead ads and interested replies become CRM leadsWith CRM, a chat becomes a CRM lead in one press. Every lead from a Facebook, Instagram or Google lead form can make one by itself. A reply rule can turn every interested reply to your outreach into a lead.AI AND SELLINGThe AI agent suggests replies, and every answer is loggedTell the AI agent who you are, what you sell and what it must never say. In the inbox it drafts the reply from the chat and your own prices. A person checks and sends it, and every answer is logged.AUDIENCEConsent per contact, channel and Entity, with STOP and STARTEvery opt-in and every withdrawal is kept per person, channel and Entity, with where it came from and its proof. STOP in a chat or an unsubscribe click is recorded by itself, and WhatsApp marketing goes only to people who said yes.
See your inbox and campaigns on it.
Tell us which channels your customers use, how leads reach you and how many people answer them. We will connect a channel with you and run your first journey.