Unified inbox

One inbox for every text, email and DM your customers send

Customers don't pick one channel and stay there. SaaSVisionary threads SMS, email, WhatsApp, Facebook Messenger and Instagram messages into a single conversation per contact, so anyone on your team can pick up where the last person left off and reply on the channel the customer chose.

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Unlimited contacts

In short

One Inbox in SaaSVisionary: SMS, email, WhatsApp and social DMs in one thread per contact. It is part of one platform that combines CRM, business phone, AI receptionist, messaging, automation and payments for small businesses and agencies. The unified inbox is included from the Pro plan, where calls, SMS and email campaigns begin. Every plan includes unlimited contacts and a 14-day free trial.

See plans and pricing · Watch the product tour · Twilio setup guide

5Messaging channels in one thread

1Shared queue for the whole team

24/7Rule-based autoresponders on duty

14-dayFree trial on every plan

Why it matters

Split inboxes make customers repeat themselves

Picture a landscaping company where the owner answers Instagram, the office manager handles email and a crew lead replies to texts. A homeowner asks for a quote by DM, sends photos by email and texts to reschedule. Three people each see a third of the story, and the homeowner ends up explaining it all again. Pulling every channel onto one contact record removes that friction.

Nurture

What you get with One Inbox

One thread per person

Texts, emails, WhatsApp chats and social DMs from the same customer land in one conversation. Colored bubbles show at a glance what came in and what your team sent.

Messenger and Instagram DMs

Connect your Facebook Pages and their linked Instagram professional accounts. New DMs attach to the right contact, and comments, mentions and reactions are kept for reference.

WhatsApp Business built in

Link a WhatsApp Business number through Meta, reply freely inside the 24-hour customer-care window and switch to an approved template when that window has closed.

Channel rules shown up front

The inbox tells you when a reply window is about to block a message, before you hit send. Templates are rechecked against their approval, including variables and media.

A single team queue

The communications center gathers unread chats, calls, emails, texts, social messages and live chat into one list sorted by the latest customer activity, with shared unread counts.

Instant autoresponders

Set rules that answer inbound messages on keywords, with merge fields for names and details. Anything that needs more than a quick reply can hand off to a workflow.

Full history on the timeline

Every message sits on the contact's activity timeline next to calls, deals and payments. Archive a conversation to clear the queue without losing a single line of history.

How it works

Up and running in 4 steps

01
Connect your channels
Add your texting numbers, your email sending domain, a WhatsApp Business number and your Facebook and Instagram accounts. Each is connected once for the whole workspace.
02
Let conversations thread
New messages match to existing contacts automatically. From then on, everything a customer sends shows up in one place, no matter which app they used.
03
Work the queue together
Your team opens the shared queue, takes the newest items first and jumps straight from any entry to the full thread and contact record.
04
Reply on their channel
Answer from the inbox or from the contact page. The reply goes out on the channel the customer used, with template fallbacks where messaging rules require them.

Built for small teams sharing the front line

When three to fifteen people cover the phone, the inbox and social media, the risk isn't slow replies. It's two people answering the same message, or nobody answering at all. A shared queue with shared unread counts gives the whole team one place to check.

See who the customer is and what they already asked before you type
Archive handled conversations and restore them anytime
Human replies and AI suggestions draw on the same conversation history

Your inbox is also your CRM

Messages don't live in a separate tool that has to sync overnight. Each reply updates the same contact your team uses for bookings, deals and invoices, so a DM from a new lead can start a follow-up workflow or create a task the moment it arrives.

Inbound email routes in through your own sending domain
WhatsApp consent, quiet hours in the recipient's time zone and delivery receipts are tracked
Workflows can trigger on any message received

Plans & availability

The unified inbox is included from the Pro plan, where calls, SMS and email campaigns begin. Higher plans add more seats, numbers and automations. Text and email usage runs on your own Twilio and Mailgun accounts and is billed by those providers.

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FAQ

One Inbox: frequently asked questions

What is a unified inbox?

A unified inbox collects messages from several channels, such as SMS, email, WhatsApp, Facebook Messenger and Instagram, into one view. In SaaSVisionary those messages are also grouped by contact, so each customer has a single conversation thread linked to their CRM record, calls, deals and payments.

Can I reply to Instagram and Facebook messages from SaaSVisionary?

Yes. Connect your Facebook Pages and any linked Instagram professional accounts, and incoming direct messages appear in the shared inbox attached to the right contact. You can reply from there, and the inbox shows Meta's reply-window limits before you send so messages don't fail unexpectedly.

How does WhatsApp work outside the 24-hour window?

Inside the 24-hour customer-care window you can reply with any message. Once it closes, WhatsApp requires an approved template. SaaSVisionary shows the window status on the conversation and lets you pick an approved template, which is rechecked against Meta's approval, including variables and media, before it goes out.

What keeps two teammates from replying to one conversation at once?

Everyone works from the same communications queue instead of their own apps. Unread counts are shared across the team, the newest customer activity rises to the top, and each item links to the full thread, so it's easy to see whether a colleague has already replied.

Can the inbox reply automatically after hours?

Yes. Autoresponders reply to inbound messages based on rules you set, such as keywords, and can include the contact's name and other details. For anything more complex, the autoresponder can hand the conversation to a workflow that sends follow-ups, creates tasks or alerts your team.

Which plan includes the unified inbox?

The unified inbox is part of the Pro plan and every plan above it. Every plan includes a 14-day free trial, so you can connect your channels and test the inbox with your real customers before paying.

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