Messages and connections
Pick up the conversation across email, SMS and WhatsApp.
Read earlier messages on the lead or merchant record before replying. Assign conversations, use templates and keep attachments with the account.
What it handles
Bring email, SMS, WhatsApp and shared conversations into the relevant contact and account history.
Communications & Integrations capability
What Unified communications covers
Bring email, SMS, WhatsApp and shared conversations into the relevant contact and account history.
01
Channel-specific and unified conversation views
02
Contact, lead and merchant association
03
Assignment, unread and response ownership
04
Templates, attachments and internal notes
Workflow notes
Unified communications in practice
A merchant moves between email, SMS and WhatsApp. The colleague replying needs the earlier messages, account details and any outstanding promises.
What to prepare
Prepare the channels in scope, provider accounts, team responsibilities and the rules used to associate messages with contacts.
Review the workflow
- Review a sample conversation across supported channels.
- Check ownership when a colleague takes over the reply.
- Confirm that follow-up activity and relevant account history remain connected.
Does a shared inbox mean every colleague should see every conversation?
Define access around roles and responsibilities. Review the intended visibility of messages and account information, especially where external partners or separate teams are involved.
Related tools for your team
- Sales engagement — Coordinate email, SMS and WhatsApp activity, sequences, templates, reminders and reply handling.
- Service workflows — Route queries, requests and exceptions to the right owner with visible status and escalation.
- Implementation guide — plan your data move, setup and testing.
- Payments glossary — understand the terms used in merchant services.
Before you set it up
Keep replies and responsibility visible when a conversation moves between channels or colleagues.
Continue through Communications & Integrations
Related capabilities
Show us the tools your team relies on.
We will review your messaging channels, providers and data requirements, then demonstrate the supported connections and confirm any additional integration work.