Manage your inbox: email, SMS & live chat
Handle email, SMS, and website chat in one unified inbox tied to each contact.
The inbox brings every conversation into one place, email, SMS, and live website chat, so you never lose track of a thread.
One unified inbox
Open the Inbox and you'll see all conversations together, each labeled by channel (email, SMS, or chat). Filter by channel when you want to focus, and the unread count tells you what's new. Every conversation is linked to a contact, so you see who you're talking to and their history.
Reply on any channel
Open a conversation to read the full back-and-forth and reply right there. If a contact reached you by chat or SMS, you can respond on the channel that's available for them. You can also start a new outbound email or SMS from the inbox.
Let Scout draft replies
When you're replying to an email, you can ask Scout (your CRM's AI assistant) to draft a response for you. Review the suggestion, edit it, and send. See Use AI email suggestions with Scout.
Connect your channels
Email flows in once you connect your mailbox, and SMS runs through your phone number. Set these up in settings, see Connect integrations. To answer your website visitors automatically, set up website chat in Customer Service.