Inbox Overview

Inbox is a lead capture and customer communication tool inside Business App.

A business can centralize customer messaging with integrations to Facebook, email, and more – and upgrade to get SMS, and an AI-powered web chat widget. 

What inbox features are included in Business App?

Every Business App accounts comes with these messaging integrations in Inbox:

Email – Inbox allows your team to send and receive emails with leads and customers via Inbox from a shared email address. When your business gets a new lead from web chat or a form, and that lead provides an email address as a way to contact them, anyone on your team can reply via email to that customer from your centralized Inbox, without needing to open a separate email client.

Facebook Pages – Connect to a Facebook page to communicate with customers on Facebook. Available worldwide.

Instagram – Connect to an Instagram Business account to message with customers through Instagram. Available worldwide.

Website Form lead capture – Install a form on the businesses website to capture contact details of a lead, and respond using SMS or email.

Multi-Location Inbox – For users with access to Multi-location Business App, conversations can be managed across many locations using Inbox in Multi-Location. 

Team shared Inbox – Everyone at the business can view and participate in customer conversations, collaborating on delivering a good customer experience, so they're not tied up with just one person, on their personal phones.

Connecting Instagram to Inbox

Connecting Instagram to Inbox requires a few extra steps. If you've connected instagram to the platform before, you may already be familiar with how to do this! For a detailed overview of Instagram connections, please read this article. 

Step 1: From the Inbox Settings page, click Sign in with Instagram. 

Step 2: Sign in to Facebook, or if you are already signed in, click Reconnect. (Make sure to give access to All Pages when connecting Facebook!) 

Step 3: All professional accounts that are connected to the Facebook account will show here. Select the desired account, and Connect.

Step 4: Back in the Inbox setting page, click Turn on Messaging. 

Inbox Pro Upgrade – What's included?

The following features are enables by activating Inbox Pro for an account.

AI-assisted website chat lead capture – Businesses can install a web chat widget on their website, where an AI assistant will get a website visitor's name and phone number or email, so the business can follow up via SMS. Learn more here. Available worldwide, for any website. AI can respond in over 40 languages, including English, Spanish, French, German, Italian, Turkish, Polish, Ukrainian, Russian, Japanese, Chinese and more.

SMS Messaging – US and Canada-based businesses will be automatically assigned a local SMS number when Inbox Pro is activated. Businesses get unlimited* one-by-one SMS messaging. Includes A2P 10DLC Registration for SMS message deliverability on US Carriers. Available for US and Canada-based businesses only, at this time. *Some carriers limit the number of sent messages to numbers on their network per day to 2000-3000.

Feature availability

FAQs:

Q: Can Inbox in Business App integrate with other CRMs or Messaging systems? 
Businesses can centralize their customer and contact data in the Business App CRM using available integrations with Zapier, Quickbooks, and more. Additionally, automations can be created that send messages when certain events happen.

Q: What automations are available for Inbox in Business App?
A: Automations in Business App includes triggers when a message is received, and actions to send an SMS or email. You can build powerful automated workflows for your business with the Automations system, along with all the integrations available in Business App.

Q: Is there a per-use cost for the AI-assisted web chat?
There's no per use cost for AI in Inbox Pro. Unlimited AI responses from the AI-assisted web chat lead capture is included.

Q: What languages does the AI support?
Your AI assistant can respond to leads in over 40 languages, including English, Spanish, French, German, Italian, Turkish, Polish, Ukrainian, Russian, Japanese, Chinese and many more.

Q: If we install the Inbox Pro chat on our website, will it be only AI agent answering customers or will real agents talk to customers?
The web chat is 100% AI-managed lead capture. Small businesses are busy, and can't always reply instantly – that's why the AI assistant will get a website visitor's name and number, and then notify the business they have a new lead – the business can reply via SMS as soon as possible, and move the conversation off the website and onto the customer's phone.

Q: How much does the chatbot know about the business? Can it answer questions?
The AI assistant can access "knowledge" from the business profile, so it can answer questions about services, location and contact info, and hours. It can also be trained on the text from a business website. You can also add additional text Q&A 'knowledge' to the AI assistant so it can answer frequently asked questions from any supplied text.

Q: How do I install the web chat widget?
The web chat widget can be installed on any website. To install, copy and paste the widget install code into the <head> element of your website, typically just before the closing </head> tag.
More specific and detailed instructions are available here: AI-Assisted Web Chat Widget overview