Use the Unified Inbox
Inbox is the conversation home for the channels available to your account. A thread keeps the contact and message history together.
Where to find it: Admin → Communications → Inbox
What to do
- Use channel and status controls to find the conversation.
- Confirm the contact and channel before replying.
- Read recent history so the response does not repeat or contradict earlier messages.
- Send the reply and create a task when follow-up belongs outside the conversation.
Good to know
- Channel availability depends on connected services and installed apps.
- Use CRM notes for internal context; do not accidentally send internal notes to the contact.
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