The unified inbox brings every two-way customer conversation (website chat, email, and SMS) into one place, separate from your one-off form leads.
Where it lives
Open Admin → Conversations (/your-slug/admin/inbox/conversations). Your one-off form submissions (contact, trade-in, financing, service, unit-inquiry) stay on the Inbox tab right next to it.
Reply to a conversation
- Click a conversation to open the thread.
- Type in the composer at the bottom and click Send:
- Web chat reply appears in the visitor's chat widget in real time.
- Email sends from your dealership address; the customer's reply threads back automatically.
- SMS sends as a text (once your Twilio number is connected).
- Use the status control to mark a thread Open, Snoozed, or Closed, and Assign it to a rep.
Start an email thread from a lead
Open any form lead that has an email address and use Reply by email. That starts a threaded email conversation, so the customer's replies land right back in the inbox.
Good to know
- New inbound messages show an unread dot and reopen a closed thread.
- Every conversation is tied to a CRM contact, so the history stays in one place.