> ## Documentation Index
> Fetch the complete documentation index at: https://docs.unecast.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Universal Inbox: All Customer Channels in One Place

> Manage WhatsApp, Live Chat, and Phone from one unified inbox - with team assignments, labels, and notes.

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.

## Key Capabilities

<CardGroup cols={2}>
  <Card title="Multi-Channel Unification" icon="layer-group" href="/features/universal-inbox">
    Connect WhatsApp, Live Chat, and Phone in a single login. Switch channels without switching tools.
  </Card>

  <Card title="Team Assignment & Collaboration" icon="users" href="/features/universal-inbox">
    Route incoming conversations to the right team member instantly. Everyone sees what's assigned to them, and nothing sits unread in a shared queue.
  </Card>

  <Card title="Labels & Conversation Organization" icon="tags" href="/features/universal-inbox">
    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.
  </Card>

  <Card title="Internal Notes" icon="note-sticky" href="/features/universal-inbox">
    Leave context for your teammates directly inside a conversation thread. Internal notes are never visible to customers - only to your team.
  </Card>

  <Card title="Contact Management" icon="address-book" href="/features/universal-inbox">
    Store names, contact details, birthdays, and custom fields against every contact. Your customer data lives alongside your conversations.
  </Card>

  <Card title="Open / Done States" icon="circle-check" href="/features/universal-inbox">
    Mark conversations as **Done** once resolved to keep your inbox clean. Reopen them any time a customer replies or a follow-up is needed.
  </Card>

  <Card title="Multiple channels in one place" icon="building" href="/features/universal-inbox">
    Manage different channels under one tenant. Each location gets its own inbox while you keep a bird's-eye view across all of them.
  </Card>

  <Card title="Custom Conversation Views" icon="sliders" href="/features/universal-inbox">
    Build saved views filtered by channel, label, assignee, or status. Spend zero time searching - your most important conversations are always one click away.
  </Card>
</CardGroup>

## How to Set Up and Use the Universal Inbox

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Tip>
  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.
</Tip>

## 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.

<CardGroup cols={2}>
  <Card title="AI Agent" icon="robot" href="/features/ai-agent">
    Automate entire conversations end-to-end with an AI agent that handles support and sales 24/7.
  </Card>

  <Card title="Automations" icon="bolt" href="/features/automations">
    Build no-code workflows that route, label, and respond to conversations automatically.
  </Card>
</CardGroup>