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The Universal Inbox is the heart of Unecast. Instead of juggling separate apps for WhatsApp, Live Chat, and Phone you manage every customer conversation from one unified workspace. Your whole team works from the same interface, so no message falls through the cracks and every customer gets a fast, consistent response.

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Key Capabilities

Multi-Channel Unification

Connect WhatsApp, Live Chat, and Phone in a single login. Switch channels without switching tools.

Team Assignment & Collaboration

Route incoming conversations to the right team member instantly. Everyone sees what’s assigned to them, and nothing sits unread in a shared queue.

Labels & Conversation Organization

Tag conversations with labels like “Sales”, “Support”, or “VIP” to categorize and prioritize at a glance. Filter your inbox to show only what you need.

Internal Notes

Leave context for your teammates directly inside a conversation thread. Internal notes are never visible to customers - only to your team.

Contact Management

Store names, contact details, birthdays, and custom fields against every contact. Your customer data lives alongside your conversations.

Open / Done States

Mark conversations as Done once resolved to keep your inbox clean. Reopen them any time a customer replies or a follow-up is needed.

Multiple channels in one place

Manage different channels under one tenant. Each location gets its own inbox while you keep a bird’s-eye view across all of them.

Custom Conversation Views

Build saved views filtered by channel, label, assignee, or status. Spend zero time searching - your most important conversations are always one click away.

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How to Set Up and Use the Universal Inbox

1

Connect your messaging channels

Go to Settings → Channels and add each channel you want to use — WhatsApp, Live Chat, and Phone and more. Unecast walks you through the verification steps for each one.
2

Assign conversations to team members

Open any conversation and use the Assignment panel on the right to assign it to the right person or team. Assignees receive a notification and can see all their open conversations in their personal view.
3

Add labels to stay organized

Select a conversation and choose Add Label to apply a tag such as “Sales”, “Support”, “Urgent”, or any custom label you create. Use labels in filters to quickly surface the conversations that matter right now.
4

Leave internal notes for your team

Switch to the Note tab inside a conversation to write an internal message. Notes are highlighted differently from customer messages so your team always knows what’s context and what’s a reply.
5

Mark conversations as Done

Once you’ve resolved a conversation, click Mark as Done. The conversation moves out of your active inbox, and your metrics stay accurate. If the customer messages again, it automatically reopens.
Create custom views by combining filters for channel, label, assignee, and conversation state. For example, build a “New WhatsApp leads” view that shows only open WhatsApp conversations tagged “Sales” - and pin it to your sidebar for instant access.

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AI-Powered Reply Suggestions

The Universal Inbox integrates with AI Copilot so your team can generate on-brand reply suggestions with a single click. The AI drafts a response based on the conversation context and your knowledge base - your agent reviews it, edits if needed, and sends. This cuts average handle time significantly without sacrificing the personal touch your customers expect.

AI Agent

Automate entire conversations end-to-end with an AI agent that handles support and sales 24/7.

Automations

Build no-code workflows that route, label, and respond to conversations automatically.