Omnichannel inbox

SMS, email, and WhatsApp in one thread.

Stop switching tabs and stop missing messages. Every customer conversation lives on one timeline inside the same record as their calls, quotes, and deals. The reply writes itself, you send it.

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CxTrack omnichannel inbox showing SMS, email, and WhatsApp unified in one conversation thread

What it does

Every conversation, handled in one place

These are not separate apps stitched together. They are features of the same CRM, sharing one customer record, so the inbox always knows who it is talking to.

One thread per contact

SMS, email, and WhatsApp land in a single conversation view per person. Full context, no tab switching, nothing lost between channels.

AI reply suggestions

CoPilot reads the thread and the customer record, then drafts the reply for you. You approve and send. Most answers take seconds.

Template library

Save your best responses once and reuse them with a click. Personalization tokens pull in name, company, and deal detail so it never reads canned.

Auto assignment

Incoming messages route to the right person by ownership, round robin, or rules you set. Nothing sits unclaimed in a shared box.

Read receipts

See when a message has been opened so your follow up lands at the right moment instead of into the void.

Bulk messaging

Send personalized messages to a segment at scale. Consent and opt outs are handled, so outreach stays compliant and stays welcome.

How it works

Connect once. Talk to everyone from here.

Connect your channels

Link SMS, email, and WhatsApp once. From then on every conversation flows into the same place.

Every message, one timeline

The contact record shows the full history across every channel in order, alongside calls, notes, and deals.

Respond from anywhere

Reply on the channel that fits. AI drafts the response, templates do the repetitive work, and it all writes back to the record.

Questions

The details, answered

Does the inbox sync with Microsoft 365 and Google?

Yes. CxTrack does two way email sync with Microsoft 365 / Outlook and with Google Workspace. Mail you send and receive in your own inbox appears automatically in the contact's thread, so you get full context without leaving the CRM.

Can I send and receive SMS from the inbox?

Yes. SMS is native, powered through Twilio. Text directly from a contact record, receive replies in the same unified thread, and use templates for fast, consistent responses.

How does the unified conversation view work?

Every contact has one timeline that shows SMS, email, WhatsApp, call transcripts, and internal notes in chronological order. Your team sees the complete history no matter which channel the customer used.

Are message templates available?

Yes. The template library lets you save your best performing messages. Templates support personalization tokens like name, company, and deal value, and drop in with one click during any conversation.

Is WhatsApp messaging supported?

Yes. WhatsApp runs natively through the Twilio master account, with per customer consent tracking. Inbound and outbound WhatsApp messages sit in the same unified inbox alongside SMS and email.

Can a whole team share the same inbox?

Yes. The inbox supports auto assignment so incoming messages route to the right team member by contact ownership, round robin, or custom rules you define. Nothing falls through the cracks.

Still have a question? manik.sharma@cxtrack.com

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