Messaging
The team, talking to itself
Channels, DMs, huddles, and communities that reach past one workspace.
Messaging is the team talking to itself. The Inbox is the team talking to everyone else. Keeping them apart is what keeps a customer thread from filling with internal chatter and a team channel from filling with customers.
Channels and DMs
- Topic channels with invites and optional locking. DMs for one on one.
- Threads, reactions, edits, deletes, search.
- Mentions notify on the channels you chose in Notifications.
- A record chip in a message opens the record. Deals get discussed where the deal is.
Huddles
A live audio room in a channel. Join, talk, leave. Video if you want it. No link to find, no meeting to schedule.
Communities
Community channels extend beyond one workspace. A partner network, a customer community, a group of founders. Each member is in their own workspace and the channel is shared.
Messaging apps
Apps add bots and capabilities to a channel: a bot that posts every closed deal, a capability that lets the assistant read the channel. Built-in ones and your own, under Settings, Apps.
Around messaging
The parts of the workspace this one works with.
One inbox for every channel
Email, LinkedIn, WhatsApp, texting, X, Reddit, Slack and website chat land in the same queue.
Most days the work is not in one place. A reply comes by email, the follow-up comes by WhatsApp, and the person you actually need answers on LinkedIn. The Inbox puts all of it in one list, in order, and a reply goes back out on the channel it came in on.
Slack
Slack threads in the Inbox, linked to people. Notifications to a channel. Tickets mirrored so the team can reply from either side.
Slack is three things here. Shared channels with customers become conversations in the Inbox. Notifications go to the channel you pick. And tickets mirror both ways, so the team replies from Slack and the customer hears back on the channel they wrote on.
Questions
Is this a Slack replacement?+
For a small team, it can be. If the team lives in Slack, connect Slack instead and keep both in the Inbox.
Can customers be in a channel?+
Through a community channel, yes. A regular channel is workspace members only.
Is it real time?+
Email, WhatsApp, Slack and website chat arrive as they land. LinkedIn, X and Reddit are pulled through your session, on open and on a schedule.
Can two people work the same inbox?+
Yes. Assign a status, tag a queue, and both see the thread move.
What about a thread with someone not in Records?+
It shows under All. Add them as a person from the thread and it attaches.
Does it replace Messaging?+
If the team lives in Slack, keep Slack and connect it. Messaging is there for teams that do not.
Can the assistant read Slack?+
The mirrored channels, yes, with your permissions. It can post to a channel too.
Try messaging on your own data
Connect your email, then open a person. Most of the product shows up on that one page once the mail is in.
More in Communicate
Email, LinkedIn, WhatsApp, texts, calls, meetings and video in one place.
Dial from a record or a list, record and transcribe, and get the outcome written up for you.
Email, LinkedIn, WhatsApp, texting, X, Reddit, Slack and website chat land in the same queue, in order.
The calendar, booking links, and recordings that become a transcript, a summary and action items on the right record.
Record with auto-zoom, share by link, see who watched, and keep the transcript.
Visitor conversations land in the Inbox in real time. Identified visitors link to their record.