A single workspace where conversations from every channel are managed together.
A unified inbox is a single shared workspace that brings conversations from every customer channel — WhatsApp, Instagram, Facebook Messenger, email, SMS, web chat, and voice — into one view. Instead of switching between separate apps per channel, agents read, reply, assign, and resolve every conversation from one place, with the customer's full history attached.
A unified inbox solves channel fragmentation: a customer who DMs on Instagram, emails to confirm, and then calls would otherwise create three disconnected threads in three tools. By keying conversations to a single customer record, a unified inbox gives agents complete context regardless of which channel a message arrives on, so they never ask the customer to repeat themselves and can respond faster.
Core capabilities include channel aggregation (all conversations in one stream), a unified customer profile (history, attributes, and past interactions across channels), assignment and routing (round-robin, skill-based, or manual), collision detection so two agents don't reply at once, internal notes, and SLA tracking. Mature unified inboxes also layer AI agents and bots on top to auto-resolve routine queries before a human is needed.
In Lodgestory, the unified inbox is the core workspace — WhatsApp, Instagram, Messenger, email, SMS, web chat, and voice all land in one inbox with a shared customer record, conversation routing, collision detection, internal notes, ticketing with SLAs, and knowledge-backed AI agents that can handle conversations end to end.
Connect a channel and see it run on your own conversations today.