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Unified Inbox

Standalone Feature​

Unified Inbox

Manage all your customer interactions in one place. With TrueBeep's unified inbox, you can manage all your messages from different channels in one place. Respond to your customers quickly and efficiently — manually or automatically using AI-powered auto-replies.

Overview​

Unified Inbox consolidates inboxes from SMS, Facebook Messenger, Instagram, and WhatsApp into a single, streamlined interface.

To access the inbox, click Inbox from the left menu. Here you can view messages from all channels and filter them using platform-specific tabs.

You can directly reply to your customers using SMS, Facebook Messenger, Instagram, and WhatsApp from this interface.

Key Features​

Human + AI Collaboration​

The Unified Inbox enables seamless collaboration between your team and AI-powered automation. You maintain full control while the AI handles routine inquiries, creating an efficient hybrid approach to customer communication.

Multimedia Message Support​

For Facebook Messenger, Instagram Messages, and WhatsApp, the Unified Inbox supports rich multimedia messaging, including:

  • Images and photos
  • Videos
  • Documents and files
  • Stickers and emojis

This allows you to have rich, engaging conversations with your customers across all supported channels.

Smart AI Tagging​

The Smart AI Tagging feature automatically tags and categorizes inbox threads using AI. When enabled, the AI analyzes incoming conversations and applies relevant tags — helping your team organize, prioritize, and route threads efficiently without manual effort.

Intelligent Tagging for Human Intervention​

The AI-powered auto-reply system intelligently recognizes when conversations require human attention and automatically tags conversations for human intervention. This ensures that:

  • Complex inquiries are escalated to your team
  • Sensitive issues receive personal attention
  • Customer satisfaction remains high through appropriate handling
  • Your team focuses on high-value interactions

Tag & Team Member Assignment​

Admins can manage inbox threads directly by:

  • Assigning tags to threads — Manually tag conversations to categorize, prioritize, or filter them alongside AI-assigned tags.
  • Assigning team members — Assign specific team members to resolve a conversation, ensuring clear ownership and accountability for each thread.

This gives your team full control over conversation management while AI handles the initial categorization.

AI-Powered Auto-Replies​

TrueBeep's Unified Inbox includes built-in AI settings to enable intelligent, automated responses across your messaging channels. This helps you:

  • Respond instantly to customer inquiries 24/7
  • Maintain consistent messaging aligned with your brand voice
  • Capture structured information through AI-guided conversations
  • Reduce response time and improve customer satisfaction

Inbox AI Settings​

Access Inbox AI Settings by navigating to /dashboard/inbox?type=settings from your dashboard.

info

Looking for Copilot configuration, goals, or knowledge resources? See Copilot Settings.

Configure Inbox Auto-Reply​

  • Enable or Disable Auto-Reply:

    • Let the AI automatically respond to incoming customer messages when activated.

  • Channel Selection:

    • Choose where auto-replies should apply, such as Messenger, Instagram Messages, or WhatsApp.

  • Auto Reply Data Sources: When auto-reply is enabled, the AI draws from the following data sources to generate responses:

    • Team Information & Description
    • Previous Customer Chat History
    • Business Context & Settings
    • Reply Instructions & Resources
    File Visibility

    Resources for Inbox Auto-Reply are public. Unlike Copilot resources which are private, auto-reply resources are accessible to the AI when responding to customer messages.

  • Auto Reply Forms:

    • Attach a pre-built form (e.g., IT Consulting Form) to capture structured information during automated conversations.
    • Optionally create new forms or skip form selection.

Smart AI Tagging Settings​

Smart AI Tagging automatically tags and categorizes inbox threads using AI. When enabled, the AI analyzes incoming conversations and applies relevant tags, helping your team:

  • Organize conversations — Threads are automatically categorized based on topic, intent, or sentiment.
  • Prioritize effectively — Quickly identify high-priority or time-sensitive threads.
  • Route efficiently — Use AI-assigned tags to filter and direct conversations to the right team members.
tip

Smart AI Tagging works alongside manual tagging. AI-assigned tags appear alongside any tags your team adds manually, giving you a comprehensive view of each thread.

Set Reply Instructions​

  • Custom AI Behavior:

    • Define exactly how the AI should respond to customer inquiries.
    • Include tone, style, response triggers, and fallback rules.

  • Available AI Tools: Your AI assistant has access to the following tools. You can reference these in your instructions to customize their behavior:

    • search_documents — Searches through your team's AI resources and knowledge base. Example usage: "Use search_documents when customers ask about our products or services"

    • flag_for_human_intervention — Flags conversations that need human attention. Example usage: "Use flag_for_human_intervention for complex billing issues or complaints"

    Text-only Capabilities

    The AI assistant can only read and generate text content. When it receives media items (images, videos, files), it will automatically use the flag_for_human_intervention tool. Example usage: "When customers send images or files, acknowledge receipt and let them know a human will review it"

    Refer to the Usage Guidelines & Templates below for more details on how to incorporate these tools into your instructions.

  • Usage Guidelines & Templates:

    • Access pre-written templates and usage guidelines to shape responses effectively.
    • Example: Define key phrases that trigger specific AI responses or promotional messages.
caution

AI auto-reply can make mistakes. Please review responses regularly.

By combining manual oversight with AI automation, the Unified Inbox empowers your team to handle high volumes of customer interactions efficiently while maintaining personalized, high-quality communication.