Your Unified Inbox: Every Conversation in One Place
Customer conversations are happening everywhere at once — WhatsApp, Facebook Messenger, email, your website chat widget. Managing them across separate platforms means missed messages, slow responses, and a fractured customer experience. The chatworx unified inbox solves this by pulling every channel into a single interface.
One Inbox, Every Channel
When a customer messages you on WhatsApp, it appears in your inbox. When another submits a support email, it appears in the same inbox. Same for Facebook Messenger conversations and live chat sessions from your website widget. Your agents see all of them together, sorted by priority and recency, without ever switching apps.
Supported channels include:
- WhatsApp — Official WhatsApp Business API integration, supporting text, images, documents, and interactive message templates
- Facebook Messenger — Full conversation handling directly from the Facebook page, including page mentions
- Email — IMAP/SMTP-connected inboxes that render full email threads inline
- Live Chat widget — A customisable JavaScript widget you embed on your website or web app
Each channel is represented as a named inbox. You can create multiple inboxes per channel — for example, separate Support and Billing email inboxes — and assign different teams or agents to each.
Conversation Management
Every conversation in the unified inbox has a consistent set of tools regardless of which channel it came from:
- Assign to a specific agent or team with a single click
- Label conversations to track issue types, priority, or lifecycle stage
- Snooze conversations that need a follow-up later without cluttering the active queue
- Resolve to close a conversation and move it to the resolved view
Agents can also leave private notes visible only to the team — useful for documenting context, flagging issues internally, or handing off mid-conversation without the customer seeing internal commentary.
Contact Timeline
Opening any conversation gives you a full contact timeline on the right panel. You can see every previous conversation that contact has had across all channels — not just the current one. If a customer emailed last week and is now messaging on WhatsApp, their full history is right there.
The contact panel also shows custom attributes, conversation metadata, and any CRM data you've synced — so agents have everything they need without leaving the conversation view.
Team Collaboration
The unified inbox is built for teams, not just individual agents. Key collaboration features include:
- Mentions — Tag a teammate with
@nameinside a private note to loop them in - Conversation watchers — Agents can subscribe to conversations without being the assigned owner
- Real-time typing indicators — See when a customer is actively composing a reply
Filters and Views
With high conversation volume, filtering is essential. You can slice your inbox by:
- Assigned agent or team
- Channel or inbox
- Label
- Status (open, pending, snoozed, resolved)
- Date range
Save any filter combination as a custom view that persists across sessions, so each agent can maintain their own focused workspace.
Get Started
Connect your first channel under Settings → Inboxes → New Inbox. The setup wizard walks you through each channel type and lets you configure agents, teams, and auto-assignment rules before going live.