Conversations flow into the Inbox from several channels, so your team has one place to respond.
The channels
- Email — inbound email is routed into the inbox as conversations.
- WhatsApp and SMS — inbound messages via Twilio arrive as conversations. (Outbound WhatsApp/SMS blasts are handled separately in Broadcasts.)
- Web chat — visitors on your website chat through a widget you install (see the next article).
One threaded view
Once connected, every channel lands in the same threaded view, so a customer who emails today and chats tomorrow is one continuous conversation rather than two disconnected tickets.