The Team Inbox Module in HelloCRM centralizes all your multi-channel communications into one shared space. It allows your team to manage emails, WhatsApp messages, SMS, and live chat conversations seamlessly. By syncing all interactions with contacts and tickets, the Team Inbox ensures nothing slips through the cracks and every customer gets a timely response.

Key Features #

Multi-Channel Communication #

• Syncs with Email, SMS, WhatsApp, and Live Chat.
• View all incoming and outgoing messages in a single unified inbox.

Two-Way Conversations #

• Send and receive messages directly from the inbox.
• Replies are automatically synced to the associated contact.
• Attach media files, use emojis, and insert templates for quick responses.

Multiple Senders #

• Choose from multiple connected senders (e.g., shared inboxes, team emails, or WhatsApp numbers).
• Send messages using the most relevant channel or identity.

Contact Context #

• View contact details, communication history, and associated tickets on the right-hand panel.
• Add tags for segmentation and filtering later.

Real-Time Updates #

• Messages update automatically with delivery and status indicators.
• All new emails and chats appear instantly when synced.

How to Use #

Step 1: Access the Team Inbox #

• Navigate to Team Inbox from the main dashboard.
• Your latest synced emails and messages will appear automatically.

Step 2: Open a Conversation #

• Click on a message to view the full conversation thread.
• See sender, recipient, subject, and history in one view.

Step 3: Reply or Send New Messages #

• Type your reply directly in the message window.
• Select a sender identity if multiple accounts are connected.
• Add media files, templates, or emojis as needed.
• Send via email, SMS, WhatsApp, or live chat.

Step 4: Track Message Status #

• Monitor delivery status (e.g., sent, delivered) in real time.
• All responses from customers automatically sync into the conversation.

Step 5: Use Contextual Tools #

• On the right-hand panel, view contact history and associated tickets.
• Apply tags for easy future filtering and reporting.

Video Walkthrough #

For a complete guided demo, watch the Team Inbox Module Documentation video here:
👉 Watch Video

Best Practices #

• Connect all relevant channels (email, SMS, WhatsApp, chat) for a complete view.
• Use templates to reply faster and maintain consistent messaging.
• Always check contact history before replying to avoid repeating questions.
• Apply tags to conversations for easier filtering and reporting later.
• Regularly monitor the inbox to ensure timely responses.

Next Steps #

• Explore the Website Chat Module to set up live chat integration.
• Use the Tickets Module to convert conversations into support cases.
• Check the Reports Dashboard to analyze communication volumes and response times.