How the All-in-One Inbox Works

Your SmartWebsite Pro dashboard includes a unified inbox where all customer conversations come together—SMS, email, web chat, Facebook, Instagram, and more—in one place.

Available at Growth tier and above.

The Problem It Solves

Without a unified inbox, you’re juggling:

Phone app for texts
Email client for emails
Facebook for Messenger
Instagram for DMs
Website dashboard for web chat

Messages get missed. Response times suffer. Conversations fall through cracks.

One Inbox for Everything

What Flows In

Channel	What It Includes
SMS	Text messages to your SmartWebsite Pro number
Email	Emails to connected email addresses
Web Chat	Conversations from your website chat widget
Facebook Messenger	Messages from your Facebook page
Instagram DMs	Direct messages from Instagram
Google Business Messages	Messages from GBP (if enabled)

What It Looks Like

Each conversation shows:

Customer name and contact info
Channel indicator (SMS, email, FB, etc.)
Full conversation history
AI activity (if AI responded)
Status and tags

Key Features

Threaded Conversations

All messages from a single contact appear in one thread, regardless of channel. If someone texts you, then sends a Facebook message, both appear in their conversation thread.

Real-Time Updates

New messages appear instantly. No refreshing needed.

AI Integration

Conversations handled by AI are clearly marked. You can see:

What AI said
When AI responded
Whether the conversation is AI-managed or human-managed

Search and Filter

Find conversations by:

Customer name or phone
Channel (SMS, email, etc.)
Status (open, closed, AI-handled)
Date range
Tags or keywords

Assignments

Assign conversations to team members. Track who’s handling what.

Responding from the Inbox

Choose Your Channel

When replying, you can choose which channel to use:

Reply on the same channel they used
Switch to a different channel if appropriate

Templates

Save frequently used messages as templates for quick responses.

Attachments

Send images, files, or links directly from the inbox.

Notes

Add internal notes to conversations that only your team sees.

Managing High Volume

Automation Helpers

AI responses handle initial engagement
Auto-assignment routes to available team members
Priority flagging highlights urgent messages
Status tracking shows open vs. resolved

Workflow Tips

Use status tags – Mark conversations as “open,” “waiting,” or “closed”
Assign to owners – Each conversation has a responsible person
Check AI-handled – Review AI conversations for quality
Archive resolved – Keep inbox focused on active conversations

Mobile Access

Access your inbox from the mobile app:

Same unified view
Push notifications for new messages
Respond on the go
Full feature access

Notifications

Configure how you’re notified:

Notification Type	Options
New conversation	Push, email, SMS
New message in existing	Push, email, SMS
Assigned to you	Push, email
AI escalation	Push, email, SMS
Unread after X minutes	Push

Analytics

Track conversation metrics:

Total conversations per period
Response times
Resolution times
Channel breakdown
AI vs. human ratio
Team member performance

Frequently Asked Questions

Does everyone on my team see all conversations?

You can configure permissions. Options include:

Everyone sees everything
Assigned conversations only
Role-based access

Can I connect personal email or phone?

The inbox uses your SmartWebsite Pro accounts. Personal numbers/emails can forward to the system if needed.

What if I miss a message?

Notifications alert you. AI can handle initial responses. Reports show response times so you can identify gaps.

Is there a conversation limit?

No limit on conversations. History is preserved.

Can I export conversations?

Yes. Export to CSV for records or analysis.

Need Help?

Questions about the unified inbox? Our support team is available 24/7:

Email us at support@getamplifiedmkg.com