Unified Inbox

Simplify customer messaging with chatbot, SMS, and social conversations in one place.

Using Your Unified Inbox

Yonder's Unified Inbox brings all your customer communications into one place, so your team can manage messages across multiple platforms more efficiently. From live chat to SMS, every conversation is accessible from a single view - helping your team stay organised, collaborative, and responsive.

Check out the video below for a quick walkthrough of the latest features:

 

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Inbox Integrations

Keep all your customer communications in one place with integrated inbox channels. You can now manage conversations from:

• 💻 Website Chatbot

• 📩 Facebook Messenger

• 📱 SMS Text Messages (new!)

These channels work seamlessly together, so your team can handle every interaction without the need to juggle multiple tools.

Coming Soon

We're currently expanding our integrations to include Instagram DMs and WhatsApp.

Stay tuned for updates as these channels are added - giving your team even more ways to connect with guests, all in one place. 

 

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How to Manage Conversations

Here’s a breakdown of key features to help you manage and organise conversations effectively:

1. Mark as Important

2. Mark as Converted

3. Assign a Conversation

4. View Customer Profile

5. Filter Your Inbox

6. Close a Conversation

1. Mark as Important

Purpose: Highlight key conversations that need follow-up or represent valuable opportunities.

To mark a conversation as important:

1. Click the star icon. 

2. The message will be marked as Important.
3. Use inbox filters to quickly access important messages.

2. Mark as Converted

Purpose: Track when a conversation has led to a successful outcome - whether it’s a sale, a closed deal, or a resolved enquiry.

To mark a conversation as converted:

1. Click the green dollar icon. 

2. The conversation will be marked as Converted.

3. Use inbox filters to view all converted conversations for easy tracking.

3. Assign a Conversation

Purpose: Streamline team collaboration by assigning conversations to the right team members.

To assign a conversation:

1. Open the dropdown menu.

2. Select the appropriate team member from the list of Yonder account users.

3. The assigned team member will then receive a notification (based on their notification settings) on both desktop and mobile.

4. View Customer Profile

Purpose: Respond confidently with full customer context at your fingertips.

To view a customer's profile:

• Select the profile icon. 

• View details such as contact information and interaction history.

5. Filter Your Inbox

Purpose: Quickly find specific conversations or categories based on status or action taken.

To apply filters:

1. Click the filter icon under the conversations section.

2. Choose from the following options:

   • Conversations marked as Important

   • Conversations marked as Converted

   • Conversations assigned to you.

   • Unassigned conversations.

6. Close a Conversation

Purpose: Keep your inbox organized and focused on active conversations.

To close a conversation:

• Select the checkmark icon. 

• The conversation will move into the Closed inbox with not further action required.

Learn more: How to Close Conversations and Refresh your Chatbot