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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.

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

AI-Powered Auto-Replies​

TrueBeep's Unified Inbox integrates with 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

Configuring Auto-Reply​

To enable AI auto-reply for your Unified Inbox:

  1. Navigate to AI Settings in your organization settings
  2. Enable Inbox Auto-Reply and select the channels where you want auto-replies active (Messenger, Instagram Messages, WhatsApp)
  3. Optionally attach a form to capture structured customer information during automated conversations
  4. Define Reply Instructions to control how the AI responds — including tone, style, and specific response rules

For detailed configuration instructions, see the AI Settings documentation.

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.