One inbox for SMS, email and WhatsApp replies
Customer conversations from every channel land in a single list, so your team answers from one screen instead of juggling phones, mailboxes and WhatsApp numbers.
Hi, my daughter moves to Class 11 next year.
Can I get the fee structure for Class 11?
Saturday morning works for us. Could you share the location pin?
Yesterday 6:00 PM
Today 11:05 AM
Hi Rohit! What would you like to do?
See pricesTalk to our teamTalk to our team
Find any conversation in seconds
The inbox lists conversations across SMS, email and WhatsApp with the most recent at the top. Each thread is tied to the contact, so you always know who you’re talking to and which gateway it came through. Try the filters.
- Filter by channel or show unread conversations only
- Search by name, email address or phone number
- Unread counts clear as soon as you open a thread
- Full-screen mode for teams who live in the inbox
- Neha Agarwal2m Can I get the fee structure for Class 11? 2 unread
- Vikram Singh10:42 Re: Site visit at Mansarovar project 1 unread
- +91 94140 5556011:05 Please reschedule my appointment 1 unread
- Anita JoshiYesterday Re: Your festive order update 1 unread
- Rohit MeenaYesterday Talk to our team
- Kavya IyerMon YES, confirm for Saturday
- Farhan QureshiMon Thanks, received the brochure
No conversations match this filter
Showing 7 of 7 sample conversations
Three channels in, one inbox out
Replies always go out through the gateways you have already connected in Kwital. Pick a channel to follow its path.
- What you see
- Chats on your connected WhatsApp numbers, including button taps from chatbot menus.
- How your reply goes
- Through the same WhatsApp gateway the chat arrived on.
A clear warning when WhatsApp’s 24-hour reply window has closed.
SMS
- What you see
- Incoming texts forwarded by your SMS provider.
- How your reply goes
- Through your SMS gateway, to the contact’s number.
Contacts without a name show their phone number instead.
- What you see
- Replies to your emails, threaded with the contact.
- How your reply goes
- Through your email gateway, keeping the original subject with “Re:”.
Find the thread again by searching for the contact’s email address.
Stop checking three different apps
Switch between the two views to see the difference for your team.
- Three apps and devices to keep checking
- A customer’s messages split across tools
- Hard to see which chats are still unanswered
- One list, newest conversation first
- Every thread tied to the contact
- Unread counts show what still needs a reply
Answer on the channel the customer used
Open a thread, read the history and type your reply. Kwital sends it back over the same channel and shows the delivery status on each message. Tap a status to see how it looks.
- Attach files to your WhatsApp replies
- Enter sends, Shift and Enter adds a new line
- New messages appear in the open thread automatically
The customer has read it, shown with blue ticks.
Let AI help, and step in whenever you want
When a chatbot or AI reply is handling a conversation, the inbox shows it. Take over with one click and hand the chat back when you’re done. When AI is enabled on your account, the reply copilot drafts three suggestions for you to pick from. Try it here.
- Suggested replies in a formal, friendly or concise tone
- Replying yourself pauses the AI for that contact
- Chats where the customer asked for a person are flagged “Needs agent”
- End a chat with an optional closing message and mark it resolved
Demo only. Real suggestions are written by AI from the conversation.
From scattered chats to one inbox
- Register
Create your account and start on the free 10-day plan.
- Pick a plan with the inbox
Choose a plan that includes the Unified Inbox.
- Connect your channels
Add your WhatsApp number, email gateway and SMS gateway.
- Reply from one place
Customer replies appear in the inbox, ready for your team to answer.
Which channels does the inbox cover?
WhatsApp, SMS and email. Conversations from all three appear in one list, and you can filter to a single channel whenever you like.
Do I need to connect anything new?
No. The inbox uses the WhatsApp numbers, SMS gateways and email gateways you have already connected in Kwital, and replies go back through the same gateway.
Can AI answer customers for me?
When a chatbot or AI reply is handling a conversation, the inbox shows it, and you can take over or hand the chat back at any time. With AI enabled on your account, the reply copilot also suggests three replies for you to choose from.
What happens when I end a chat?
The bot and your team stop handling it. You can send an optional closing message and mark the chat as resolved. If the customer writes again, the chat reopens and follows your chatbot flow.
Is the inbox included in every plan?
The Unified Inbox comes with plans that include it. Compare plans on the pricing page before you register.
More from Kwital
Every module shares the same contacts, credits, and inbox, so they work better together.
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Send through API gateways or your own Android phones with the Kwital SMS gateway.
Learn moreCampaigns and transactional email with your own sending and tracking domains.
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