Overview
Communications
How Inbox, Chat, Email, Socials and calls divide the work: one owner for every conversation, and one place where everything that needs you is gathered.
On this page
Unobits handles conversations in four modules and gathers what needs you in one more. The rule that holds them together: every conversation has exactly one owner, but it can be seen in several places.
One owner, several views
A conversation
- Emailowns email threads from your connected mailboxes
- Chatowns your team's direct messages, groups and project conversations
- Socialsowns Messenger, Instagram, WhatsApp and Telegram conversations and comments
- Inboxshows every conversation you may need to deal with, plus situations that need a decision
- Triageshows the few that deserve your attention now, each with its reason
- CRMshows the conversations linked to a person or company
An Instagram DM belongs to Socials; you can answer it from the Inbox, and the reply goes out through Socials. An email thread belongs to Email; archiving it in the Inbox removes it from the Inbox but leaves it in Email. Nothing is copied, so nothing gets out of step.
Which module to use#
| You want to… | Use |
|---|---|
| Work through everything that needs a reply, from every channel, in one place | Inbox |
| See only what matters right now | Triage |
| Talk to your team | Chat |
| Read and write email with full mailbox tools — labels, drafts, scheduling, vacation replies | |
| Answer customers on social platforms and moderate comments | Socials |
| Speak or meet live | Calls and meetings |
| Send campaigns and sequences to many people | Reach — not Email |
One vocabulary for views#
Inbox, Chat, Email and Socials sort conversations with the same five views, so the words mean the same thing everywhere:
| View | Means |
|---|---|
| Needs you | You owe a reply or a decision |
| Waiting | You replied and are waiting on them |
| Unread | Not opened yet |
| Resolved | Dealt with |
| All | Everything |
How conversations connect to the rest of Unobits#
- A conversation with someone who is a CRM contact appears on their record's Conversation history, and you can add a new sender to CRM from the message.
- An email that came from a Reach campaign shows what Reach did here — the campaign, the step and when it was first sent — and a reply can be handed to Reach.
- Messages can start automations: a new email, a new chat message, a mention or a social message can each be a trigger.
- Donna can summarise threads, draft replies and tell you what is waiting on you — from what you can see, and nothing more.