Conversations puts every email and text with a customer in a single thread, next to their contact record. Reply by email or by text from the same screen.
Customer inbox is included on Growth, Pro and Ultimate.
Customer messages pile up in different places. Some come by email, some by text, and you end up switching apps to keep track of who said what. The customer inbox, called Conversations in your dashboard, puts every email and text with a customer in one thread, next to their record in the CRM. You see the latest message, open the full history, and reply without leaving the screen.
The inbox lists your contacts, one line each, with the most recent message as the preview. The newest conversation sits at the top.
Open a contact and see their emails and texts merged into one thread, oldest first, so the whole back and forth reads in order.
Name, work email, company and phone sit next to the thread, so you know who you are talking to without opening another tab.
Send from the same screen. Email goes from your connected email account, and a text goes from your business number in the phone system.
Narrow the list by channel, email or text, and by status: open, closed or unread. Find the conversation you were looking for.
Mark a message unread to deal with later, add a task, call the contact, or download a copy of the conversation.
The inbox shows one row for each contact. The preview is the most recent message from either channel, so a text and an email both surface on the same line, and the counts show how many emails and how many texts you have exchanged.
Open a row and the two channels merge into one thread, oldest message first. You read the full history in order instead of hunting through an email client and a phone. When you reply, the inbox sends by the channel you choose: a text goes out through your business number, and an email goes from the email account you connected.
You can filter the list while you work:
That makes it quick to clear what is waiting and leave the rest for later.
A message on its own tells you half the story. Here, each conversation sits beside the contact's record in the CRM, with their name, work email, company and phone right there. You see who they are while you type the reply.
From the same screen you can call the contact, add a task so a follow up does not slip, and mark a message unread when you need to come back to it. Enquiries from your website land in the CRM as contacts on their own, so new leads show up in the inbox without you importing anything.
You can also download a conversation to keep a copy outside the dashboard, which is handy for your records or to pass to someone else on the team.
Long threads take time to read before you reply. The inbox has an option to summarize a conversation, so you can get the gist of a back and forth before you jump in.
This runs on the AI and does not always succeed. If it cannot produce a summary at that moment, you will see a message saying so, and you can still read the full thread yourself. Treat the summary as a shortcut, not the record.
To send and receive texts, your account needs the phone system, which comes with Growth and above. The phone system has its own business number, and the number plus its minutes and messages bundle are billed separately each month on top of your plan.
This is built for two way conversations with customers, one thread at a time. It is not built for high volume SMS marketing sequences. Email replies go from the email account you connect, so set that up first if you want to answer email here.
Small business owners who get customer messages by both email and text and want them in one place, next to the customer's record. It fits teams on Growth and above who want everyone working from the same inbox instead of a shared phone and a crowded email account.
Every plan costs $1 for the first month, then the monthly price below. Cancel any time.
| Plan | Price | Customer inbox |
|---|---|---|
| Lite | $9 a month | No |
| Starter | $29 a month | No |
| Growth | $79 a month | Yes |
| Pro | $149 a month | Yes |
| Ultimate | $199 a month | Yes |
Full details on the pricing page.
Does WebNewBiz have a shared inbox for email and texts?
Yes. The screen is called Conversations. It keeps every email and text with a customer in one thread, next to their record in the CRM, and you reply from the same place.
Which channels does the customer inbox cover?
Email and text. Each contact's emails and texts merge into one thread, oldest first. Live chat is handled by the AI chatbot, not this inbox.
Can I reply to customers from the inbox?
Yes. You reply on the same screen and pick the channel. A text sends from your business number in the phone system, and an email sends from the email account you connected.
Do I need a phone number to send texts?
Yes. Texting uses the phone system, which comes with Growth and above. It has its own business number, and the number plus its minutes and messages bundle are billed separately each month.
Can I see all of one customer's messages in one place?
Yes. Open a contact and their emails and texts show as a single thread in order, with their name, email, company and phone beside it.
Which plans include the customer inbox?
Growth, Pro and Ultimate. It is not on Lite or Starter. Every plan costs $1 for the first month, then the plan price.
Can I keep a copy of a conversation?
Yes. You can download a conversation to keep a copy outside the dashboard for your records or to share with your team.
Is this built for SMS marketing campaigns?
No. It is for two way conversations with customers, one thread at a time, not high volume SMS marketing sequences.
Start your site for $1, then keep your customer emails and texts in one inbox on Growth and up.
Create your website for $1