Manage all customer conversations from WhatsApp, Instagram, SMS, email, and web chat in a single inbox.
SkedX Flow's Unified Inbox consolidates messages from all connected channels — WhatsApp, Instagram, SMS, email, and web chat — into one interface. No more switching between tabs. Every conversation is linked to a CRM contact for full context.
Inbox overview
The inbox has three panels: conversation list (left), active conversation (center), and contact details (right). The conversation list shows unread messages, assigned agent, channel icon, and last message preview. Click any conversation to view the full message history in the center panel.
Assignments & routing
Incoming conversations can be assigned manually or automatically. Automatic assignment rules include round-robin distribution, skill-based routing (e.g., language or department), and load balancing based on each agent's active conversation count. Managers can reassign conversations at any time.
Canned responses
Create reusable message templates for common questions. Agents can insert canned responses by typing a shortcut (e.g., "/hours" inserts business hours) or browsing the canned response library. Templates support variables like contact name, company, and custom fields for personalization.
Conversation tags & filters
Tag conversations with labels like "VIP", "Billing", "Technical", or custom tags. Filter the inbox by tag, channel, assignment status, or date range. Create saved views for common filter combinations. For example, create a "My Open WhatsApp" view showing only your assigned, open WhatsApp conversations.
Internal notes & collaboration
Add internal notes to any conversation that are visible only to your team. Mention colleagues with @mentions to notify them. Use the "Transfer" button to hand off a conversation to another agent or department with context. The receiving agent sees all previous messages and internal notes.
Performance metrics
The inbox analytics dashboard tracks first response time, resolution time, messages per conversation, customer satisfaction score (CSAT), and agent workload. Managers can monitor real-time queue depth and adjust routing rules to balance load during peak hours.
