Every customer conversation in one shared team inbox
A shared team inbox for email, WhatsApp and SMS: every conversation in one list the whole team works from — sorted into desks, given an owner, linked to the lead, contact or deal they belong to, and checked for consent before a reply goes out.
- Email, WhatsApp and SMS in one list
- An owner on every conversation
- Consent checked before replies leave
Kavya Iyer
Rahul Kumar
Sneha Nair
Amit Mehta
- channels in one conversation list
- 3
- priority levels, from low to urgent
- 4
- WhatsApp reply window, shown on the thread
- 24 h
Everything a conversation carries
- ChannelEmail, WhatsApp or SMS, side by side
- OwnerThe teammate who answers it
- DeskNeeds reply, Waiting on them or Snoozed
- Linked recordThe lead, contact or deal it belongs to
- ConsentPer channel, checked before sending
- Internal notesPrivate or shared, never sent
Replies scattered across phones and mail apps
A buyer emails one rep, sends a WhatsApp to another and texts the office number. Each message lives on a different device, so nobody can see the whole conversation or tell whether anyone has answered.
Everyone assumes someone else replied
A shared login or a group email address has no owner. Three people read the message, each thinks a colleague picked it up, and the customer waits two days for an answer that never comes.
Messages sent to people who said stop
A customer asked not to receive WhatsApp messages, but the note sits in one rep's chat history. The next reply goes out anyway, and a helpful follow-up turns into a complaint.
Conversations sorted into the work they need
Every conversation lands in one list and sorts itself into desks: Needs reply, Waiting on them, Snoozed and Mine are one click away, with Unread mine, Consent blocked and Team under More. Filter by channel, status or your own rules, search across conversations and their messages, and save the views your team opens every morning.
- Needs reply, Waiting on them, Snoozed and Mine desks with counts
- Filter by email, WhatsApp or SMS, and by open, waiting or closed
- Search across conversations and the messages inside them
- Saved views for the filters each person relies on
Every reply written with the record beside it
Link a conversation to the contact, lead or deal it belongs to, and the panel beside the thread shows who you are talking to: their owner, company and lifecycle, their consent on each channel, and the open tasks on the record. Complete a task without leaving the thread, or open the full record when you need more.
- Link a conversation to a contact, lead or deal
- Owner, company and consent beside every thread
- Open tasks on the record, completed from the inbox
- A first-response clock that shows how long they have waited
A named owner, a priority and a next step
Assign a conversation to a teammate, set its priority from low to urgent, mark it as waiting on the customer, or snooze it for an hour, four hours or until tomorrow. Select several conversations to mark them read, move them to Needs reply, snooze, close or assign them together, and peek at any thread from the list without losing your place.
- Assign to a teammate and set priority from low to urgent
- Snooze for an hour, four hours or until tomorrow
- Bulk mark read, needs reply, snooze, close or assign
- Peek at a thread and reply from a side panel
Replies that are quick to write and easy to schedule
Pick a quick reply for the channel you are on and edit it before sending. Email replies get a formatted editor with your signature, Cc and Bcc, and a switch for open and click tracking. Attach a file to an email or a WhatsApp message, schedule a reply for tomorrow at 9:00 or any time you choose, and start a new conversation with a contact, a typed address or a segment.
- Quick replies filtered to the channel you are on
- Formatted email with signature, Cc, Bcc and tracking
- Attachments on email and WhatsApp messages
- Schedule a reply for tomorrow at 9:00 or a time you pick
WhatsApp and SMS rules handled in the composer
On a WhatsApp thread, a banner shows whether the customer's 24-hour reply window is open and until when. Inside it, reply freely; once it closes, the composer asks you to pick an approved template and fill in its variables. On SMS, your text is matched against your registered DLT templates and the segment count is shown before you send.
- The WhatsApp 24-hour window shown on every thread
- Approved templates, with variables, once the window closes
- SMS matched to your registered DLT templates
- Character and segment count before an SMS goes out
Consent checked before anything is sent
Each thread shows the customer's consent for its channel. A recorded opt-out blocks the reply, and every message is checked again for consent and do-not-contact before it leaves. When a customer agrees in the conversation itself, a rep can record that consent on the linked record, with their confirmation stored as the evidence.
- Consent shown on each thread, per channel
- A recorded opt-out blocks the reply
- Consent and do-not-contact checked again at send
- Record consent from the thread, with evidence kept
See what happened to every message
Every message you send shows where it is: sending, scheduled for a time, sent, delivered or read. If a message fails, the reason is written under it in plain words — an invalid address, a bounce, an opt-out — with a Retry button, and a retry is checked against consent again. A reply you type goes out when you press Send, while automated messages wait out quiet hours.
- Sending, scheduled, sent, delivered and read on each message
- Failures explained in plain words, with Retry and Retry all
- Typed replies go out when sent; automated ones respect quiet hours
- A banner when a channel is having delivery trouble
Internal notes and shortcuts for a busy team
Switch the composer to Internal note to leave context for a colleague right inside the thread. Keep a note private to yourself or share it with the team; notes are never sent to the customer, and a toggle hides them when you want to read only the conversation. Keyboard shortcuts move through the list, reply, snooze and close without reaching for the mouse.
- Internal notes inside the thread, never sent
- Private to you or shared with the team
- Show or hide notes while reading a conversation
- Keyboard shortcuts to move, reply, snooze and close
From a new message to a delivered reply, in five steps
- STEP 01
Connect your channels
Set up email, WhatsApp and SMS once, and their conversations share one list.
- STEP 02
Conversations arrive
New messages and customer replies join their conversation in the shared list.
- STEP 03
Sort and assign
Give each conversation an owner, a priority and a desk, alone or in bulk.
- STEP 04
Reply with context
Answer beside the linked record, with quick replies, attachments and consent checked.
- STEP 05
Track every message
Follow each reply from sending to delivered or read, and retry anything that fails.
A shared inbox vs personal phones and mail apps
| What it covers | Personal phones, shared logins and forwarded emails |  DigiPix Flow |
|---|---|---|
| Where conversations are kept | Separate apps on separate phones and laptops | Email, WhatsApp and SMS in one shared list |
| Who is answering | Whoever happens to see the message first | A named owner and a priority on each conversation |
| Context when replying | Scrolled back through chats or asked a colleague | The linked record, consent and open tasks beside the thread |
| Customers who opted out | Remembered by one rep, if at all | Opt-outs block the reply and every send is checked |
| Failed messages | Nobody notices it never arrived | The reason shown under the message, with Retry |
| Notes for the team | Side chats and forwarded screenshots | Internal notes inside the thread, never sent |
| When a rep is away | Their conversations wait until they return | Reassign one or many conversations in a few clicks |
The providers your replies go out through
Replies go out through the connections your workspace uses: WhatsApp messages through WhatsApp Business, email from your verified domain, and text messages through your SMS connection.
Inbox questions, answered
What is the unified inbox in DigiPix Flow?
It is one list of every email, WhatsApp and SMS conversation in your workspace. Each conversation can have an owner, a priority and a desk such as Needs reply, and can be linked to the contact, lead or deal it belongs to, so the whole team works from the same place.
Which channels does the inbox cover?
Email, WhatsApp and SMS. Email is sent from your workspace's email connection, WhatsApp through WhatsApp Business, and SMS through your workspace's SMS provider. A filter narrows the list to one channel whenever you need it.
How do desks work?
Desks are ready-made views of the list. Needs reply, Waiting on them, Snoozed and Mine sit at the top with their counts, and Unread mine, Consent blocked and Team are under More. You can also filter by status, build your own filters and save them as a view.
Can I assign conversations to teammates?
Yes. Assign a single conversation from its menu, or select several and assign them together. Conversations are assigned by a person rather than handed out by rules, and each one can also carry a priority from low to urgent.
Will a reply I type wait until morning because of quiet hours?
No. A reply you write by hand goes out when you press Send, because a person chose to send it. Automated messages, such as sequence steps, wait out quiet hours instead. Every send is still checked for consent and do-not-contact before it leaves.
What happens when a message fails?
The message shows Failed with the reason in plain words, such as an invalid address, a bounce or an opt-out, and a Retry button. Retry all resends every failed message in the thread. A retry is checked against consent and do-not-contact again before it goes out.
How does WhatsApp's 24-hour window work in the inbox?
WhatsApp only allows free-text replies within 24 hours of the customer's last message. The thread shows whether that window is open and until when. Once it closes, the composer asks you to pick an approved template and fill in its variables.
Can customers see internal notes?
No. Internal notes are stored on the conversation and never sent. Each note is either private to you or shared with your team, and a toggle lets you hide notes while you read the conversation itself.
Who can see which conversations?
It follows each person's role. People whose role covers the whole workspace see every conversation, while others see the conversations they or their team own, plus those linked to records they are allowed to view.
Something we haven't covered? Talk to an expert
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Answer every customer from one place
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