SMS, email, web chat, social DMs, and voice notes all land in a single thread per contact, on desktop and mobile.
The inbox is the screen your team already looks at the most. The Connect Zero CRM unified inbox is the same screen, with every channel a customer might reach you on flowing into the same thread per contact. No more "did Sarah message us on WhatsApp or on the website chat". One screen, one thread, every channel inline.
The customer messages you on the website chat. You reply from the chat tool. They follow up by email two days later because they cannot remember which thread the conversation started in. You reply from your email. They ring the office on the Friday. The receptionist takes the call and adds a note to the Trello card. The customer messages WhatsApp to confirm the time. Nobody on the team can answer the next phone call without scrolling through four tabs, and the customer is mildly annoyed because they think you should remember who they are.
The fragmentation is not the customer's problem to solve. They reach for whichever channel is in front of them on the day. The fragmentation is the team's problem, because the team is the integration layer holding the channels together. The cost shows up in the time it takes to answer a call-back, in the missed message that nobody saw because it landed on the channel nobody was watching, in the conversation that gets repeated because the previous one is in a thread nobody can find.
The unified inbox is the answer. Every channel writes to the same thread on the same contact. The team checks one screen. The customer never notices that the previous message was on a different channel because the team can see it without leaving the page. The miss rate drops because there is no second channel to miss something on.
Inbound and outbound SMS from the number you provision (Twilio-backed in your region, your billing, your number). Delivery receipts, opt-out compliance, segment counts, all on the thread.
Google Workspace, Microsoft 365, IMAP. Every message in and out writes to the matching contact. Email body inline, attachments one-click. Replies send from your existing address, signature attached.
A chat widget on your website, your colours, your branding, embeds in one line of HTML on any page. Visitor-to-contact match runs on email submitted in the chat or on returning device fingerprint.
Facebook Messenger, Instagram DMs, and Google Business Profile messages flow into the same inbox. OAuth connection takes thirty seconds. Replies route back out through the original platform.
SMS voice notes, web chat audio recordings, and 3CX call recordings attach to the thread. Playback in-line, no separate portal. The AI surface produces a one-line summary so the team does not have to listen to every one.
Phone calls write to the thread with direction, duration, recording (where enabled), and the AI summary. The thread becomes the single source of truth for every customer interaction, regardless of channel.
The contact record opens on the right. The conversation thread sits in the middle. The customer's profile, deal stage, calendar bookings, recent invoices, and tags sit on the right. The team can answer the call-back in ninety seconds rather than tabbing between three browsers and a CRM page.
The thread is searchable. Type a phrase, the inbox returns every message across every channel that matches. The thread is filterable. Show only SMS, show only the last week, show only messages tagged "quote". The thread is exportable. Need to send the full history to a customer for a dispute, one click, the export goes to PDF.
The thread is also collaborative. Team members add internal notes (visible to the team, not to the customer), assign the conversation to a different team member, set an SLA timer, and tag the conversation with status. The conversation is not a channel-specific artefact, it is a record of the relationship with the customer.
Assignment routes a conversation to the right team member. The product ships round-robin assignment, sector-tagged assignment, and explicit-pick assignment. The customer never sees the assignment change, they see one consistent reply stream.
Internal notes sit inside the thread, prefixed with the team member's initials, not visible to the customer. Use them to flag context the next person picking up the conversation needs. The notes index alongside the messages for search.
SLA timers run per conversation. Set a fifteen-minute timer, the timer starts when the customer's message arrives, stops when the team replies. Conversations that breach the SLA surface on the inbox dashboard with a red flag. The reporting surface aggregates the SLA metric across the team for the weekly dashboard.
The product ships a branded mobile app on iOS and Android. The same inbox, the same threads, the same assignment and notes. Push notifications fire on the events you choose. Reply from the phone in the supermarket carpark.
Most owners we talk to live in the desktop view during the workday and the mobile app on the weekend. The team gets the same shape. No "this feature is only in the desktop" surprises. The mobile app is not a thin shell, it is the same inbox.
Every message event can fire a workflow. New inbound SMS, send an auto-reply outside business hours. New web chat message with the word "quote", create a deal in the pipeline. New email from a customer in the "VIP" segment, alert the owner. The trigger catalogue lives on /crm/workflows/ and covers thirty-plus message events.
The AI surface on /crm/ai/ hooks on the same events. AI can draft a reply, summarise the thread for a colleague picking up the conversation, suggest the next step based on the conversation state, or write the action-item list from a long phone call recording. Metered per use, no monthly add-on subscription.
Every business on Connect Zero CRM gets Basic AI Conversations as part of the platform. Basic handles the two highest-volume conversational shapes that service businesses ask AI to cover: FAQ handling on the web chat, and after-hours autoresponder on every channel. The shape covers the two automation patterns most service businesses ask first. See the pricing page for current plan options.
Businesses who need more move to Advanced AI Conversations. The Advanced tier is the upgrade path, available on the same account, no migration required.
The dental practice was running Gmail for email, Smile WhatsApp for patient SMS, a Facebook Pages inbox, and a chat widget on the website. The front desk swivelled between four browsers and a phone screen.
Same channels, same team, one screen. Front desk answers from the inbox; the customer never knows which channel their message landed on.
Pricing details and current plan options are on the pricing page.
WhatsApp Business is on the roadmap. Today, SMS, email, web chat, Facebook Messenger, Instagram DMs, and Google Business Profile messages are covered. Customers who need WhatsApp today typically run it as a secondary channel and bring conversations into the inbox manually via the SMS-bridge contact.
Yes. Two-way sync with Google Workspace and Microsoft 365 means your team can keep sending from Gmail or Outlook if they prefer. Messages still write to the contact thread; replies sent from the email client log on the contact.
Three modes: round-robin (next-in-rotation), sector-tagged (conversations tagged "billing" go to bookkeeping), and explicit-pick (team member opens the conversation and assigns themselves). Assignments are visible internally, never visible to the customer.
Yes. One click per thread, full history as PDF including channel, timestamp, internal notes, and attachments. Useful for dispute resolution or regulatory archives.
CSV export of all conversations and contacts available up to 90 days after cancellation. After 90 days the account is purged from our systems per the privacy policy.
Full FAQ at /crm/faq/.
Conversations attach to deals automatically; deals progress through stages without manual data entry.
Workflows30+ message events available as triggers, full catalogue with the action catalogue.
AIReply drafting, thread summarisation, intent detection on every inbox event.
InvoicingTake the conversation to a quote, an invoice, or a pay-by-link without leaving the thread.
Connect Zero for 3CXPhone calls land on the same thread as the SMS and email, with recording and AI summary.
Advanced AI ConversationsFor conversations that need to book, qualify, or close cleanly to a human.
Most teams have every channel flowing into the inbox before the end of the first day.
Summarize your business so the visitor can learn about your offerings from any page on your website.
