Updated July 4, 2026
The Inbox tab in CRM collects customer messages from four channels: email, Instagram DMs, Facebook messages, and your website's contact form. Each conversation is one thread, tagged with its channel.
- Reply in place — answer from the dashboard and the reply goes out through the channel the customer used. No juggling four apps.
- Threads stay whole — an email back-and-forth collapses into one conversation instead of scattering.
- Channel pills tell you at a glance where each conversation came from.
Note: Instagram and Facebook threads appear once those accounts are connected; email threads flow through your connected sender. The contact form works out of the box on every site.