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The unified inbox

One queue for chats, calls, and tickets.

Every conversation in one place: live chat, email tickets, WhatsApp, Messenger, Instagram, SMS, and phone calls. Threaded by customer, replied to inline, with the AI drafting alongside you. No app-switching, no per-seat math, no tab juggling.

Start free 14-day trial →See pricing
✓ Unlimited agents✓ 60-second install✓ No credit card
app.message.com / inbox
All channels · 8
Jordan R.
Order #A-24710…
CHAT
2m
Sofia M.
Change shipping…
WA
4m
Kenji T.
Refund didn't…
EMAIL
7m
Priya M.
Call · 01:42
CALL
now
Ana K.
Subscription Q…
IG
12m
Marco R.
Bulk order ask
EMAIL
18m
JR
Jordan Reyes
Shopify · Premium · NY · 4 past chats
CHAT
Hi! Where's my order #A-24710?
✦ AI draft · 0.8s · 96%
Shipped Wed via UPS Ground · ETA Fri by 4pm. Tracking: 1Z999AA10…
⌘ SendEdit
Write a reply…↑
Customer
Jordan Reyes
[email protected] · NY · Customer since 2024
Last 5 orders · Shopify
A-24710$84
A-24201$162
A-23905$48
Lifetime
$2,840
7ch
Channels, one queue
47s
Median first response
3×
Resolution rate vs prior
∞
Agents, no seat math
The inbox, redesigned

Fast, threaded, and built for the team that hates app-switching.

Most support teams have 4 tabs open: Intercom for chat, Zendesk for email, Aircall for calls, a CRM for context. Message replaces all four with one workspace where every customer reaches you the same way and every reply has the full history one click away.

Every channel, one queue

Chat, email, WhatsApp, Messenger, Instagram, SMS, and phone calls in one queue. Threaded by customer. Replied to in one place.

AI drafts alongside you

Message AI drafts a reply for every incoming message with sources cited. Approve, edit, or let the confident ones auto-send. You stay in control.

Customer context inline

Side panel shows live Shopify orders, Stripe billing, past conversations, internal notes, and any custom data. No tab switching to look up an order.

AI in the inbox

Every reply, drafted. You approve.

On the Business plan, Message AI drafts a reply on every incoming message across every channel. Sources are cited inline. Confidence is shown. You click send, edit first, or let high-confidence replies fire automatically. Three keystrokes per conversation instead of three minutes.

  • ✓ Draft on every message, every channel
  • ✓ Sources cited, confidence scored
  • ✓ Auto-send threshold configurable per channel
  • ✓ Tone-matched to your brand from past replies
Helena Park · Email
My Q1 invoice shows $228 but I thought we were on the annual plan for $180?
✦ Looking up sources…
St stripe.invoices · in_1Q4t ✓
P users.subscriptions · user_4408 ✓
✦ Reply · 0.7s · 94%
You upgraded mid-cycle, so the $228 is annual $180 + the prorated $48 for the unused Starter time. Next renewal is $180 flat.
Sources: Stripe in_1Q4t · users.subscriptions/4408
Customer context, inline

Every order, every conversation, one click away.

The customer panel is live: Shopify orders refresh in real time, Stripe subscription status is current, past conversations across every channel are one click away. Internal notes from your team follow the customer forever. You answer with full context without leaving the inbox.

  • ✓Live Shopify orders, Stripe billing, Postgres records
  • ✓All past conversations across every channel, threaded
  • ✓Internal notes that follow the customer profile
  • ✓Custom attributes via REST API or JS SDK
  • ✓Configurable panel: pin what your team needs
Customer · Premium
JR
Jordan Reyes
NY · Since 2024
4 chats2 calls1 email
Shopify · last 3 orders
A-24710$84shipped
A-24201$162delivered
A-23905$48delivered
Internal notes
Asked about wholesale pricing in Aug. Flagged for follow-up.
Smart routing

Triage by intent, sentiment, or VIP tag.

Auto-assign by intent (refunds to the billing team, technical questions to engineering), by VIP status (paying customers first), by sentiment (angry messages triaged immediately), by SLA breach risk, or round-robin across your team. Rules configurable per channel, per team, per time of day.

  • ✓Intent classification (refund, billing, technical, sales, other)
  • ✓Sentiment scoring with auto-escalation for high-anger
  • ✓VIP routing by customer tag, lifetime value, or plan tier
  • ✓SLA-aware assignment, with breach alerts to Slack
  • ✓Round-robin and skill-based fallback when rules don't match
REFUND→Billing team
VIP→Sara (Senior CSM)
TECHNICAL→Engineering rotation
ANGRY→Escalations queue
SALES→Round-robin
Keyboard-first

Built to be driven without a mouse.

Every action has a shortcut. Cmd+K opens a command palette that finds any conversation, any customer, any setting. ⌘+1-9 jumps between open conversations. ⌘+E to close, ⌘+R to reply, ⌘+J for an internal note, ⌘+M to @mention. The inbox is built for the support team that types faster than they click.

  • ✓⌘+K command palette for any action
  • ✓⌘+1 to ⌘+9 to jump between conversations
  • ✓⌘+E close · ⌘+R reply · ⌘+J note · ⌘+M mention
  • ✓Customizable shortcuts per agent
  • ✓Quick-pick canned replies with /shortcuts
⌘ Krefund last order…
↩Refund last order from Shopify
↓ ↩Refund all open orders for this customer
↓ ↓ ↩Refund + send apology canned reply
Three keystrokes. Done.
Live team view

See what your team's on. Right now.

Live team activity shows every agent's current conversation, average response time today, open conversations, and who's typing. Useful for shift handoffs, peak-hour load-balancing, and spotting when someone's buried.

  • ✓ Live agent status: online, away, on a call, typing
  • ✓ Per-agent today: open chats, response time, resolved
  • ✓ Filter by team, channel, or status
  • ✓ Shift handoff: reassign every open chat in one click
Team · live · 6 agents
Sara R.
On chat
4 open
32s avg
Jules D.
Typing…
6 open
47s avg
Mateo A.
On a call · 02:14
2 open
1m avg
Priya N.
Away · back 14:30
0 open
·
Fenix B.
On chat
5 open
28s avg
We had four tabs open before Message: Intercom, Zendesk, Aircall, HubSpot. Now everything's in one queue and the AI drafts every reply. We went from 9 agents to 6, and CSAT went up.
JM
James Mitchell
Director of CX · Lumen Health
One platform, five products

Every channel feeds the inbox.

Live chat
Modern widget. WhatsApp, Messenger and Instagram in one thread.
↗
Tickets & Email
Shared inbox that triages, tags, and drafts replies for your team.
↗
Phone
A real number in 60 countries. Calls transcribed and threaded.
↗
Knowledge
A help center that writes itself from your docs and database.
↗
AI Agents
Read your docs and database. Cite sources. Hand off cleanly.
↗
Frequently asked questions

Answers, before you ask.

What is a unified inbox?
A unified inbox is a single workspace where every customer conversation lives, no matter which channel it started on. With Message, live chat, email tickets, WhatsApp, Messenger, Instagram DMs, SMS, and phone calls all flow into the same queue. The same customer reaching out across three channels shows up as one threaded conversation, not three open tickets.
How is this different from Intercom Inbox or Zendesk Agent Workspace?
Two big differences. First, calls. Intercom doesn't include phone as a native channel and Zendesk Talk is a separate product with separate pricing. Message includes live phone calls in the same queue as chat and email on the Business plan ($19 flat per month, unlimited agents). Second, AI quality. Message AI reads your Shopify, Stripe, Postgres, and helpdesk live and cites sources on every answer, not just the help center.
Can my whole team work in the unified inbox without paying per seat?
Yes. Every Message plan includes unlimited agents. Add as many teammates as you want at no extra cost. Pricing is flat: $6 for Chat, $12 for Support (adds tickets), $19 for Business (adds phones and AI), Enterprise on request. Compare every feature on the pricing page.
Does the inbox show customer context next to the conversation?
Yes, a customizable side panel shows everything you'd want next to every message: customer profile, past conversations across every channel, current cart, last 5 orders from Shopify, subscription status from Stripe, custom attributes you pass via the JS API, and any internal notes your team has left. No tab switching to look up an order.
Can the AI draft replies for agents to review before sending?
Yes. On the Business plan and up, Message AI drafts a reply on every incoming message, regardless of channel. The agent sees the draft inline with sources cited, can edit it, then approves and sends. Or you can let confident replies auto-send when AI confidence is above your threshold (default 90%).
What keyboard shortcuts does the inbox support?
All of them. Cmd+K command palette for any action. ⌘+1-9 to switch conversations. ⌘+E to close, ⌘+R to reply, ⌘+J to add an internal note, ⌘+M to @mention a teammate. Customize any shortcut. The whole inbox is built to be driven without ever touching the mouse.
How is the queue prioritized? Round-robin, skill-based, by SLA?
All three plus VIP and sentiment. Auto-assign by intent (refund, billing, technical), by VIP tag, by SLA breach risk, by sentiment score (angry messages get triaged first), or round-robin across your team. Rules are configurable per channel and per team. SLAs trigger Slack alerts before they breach.
Can I see what my team is working on right now?
Yes. A live team activity view shows every agent's current conversation, average response time today, open conversations, and whether they're typing right now. Filter by channel, team, or status. Useful for shift handoffs, managing peak hours, and spotting when someone needs help.
What integrations come with the inbox?
60+ native integrations including Shopify, WooCommerce, BigCommerce, Stripe, HubSpot, Salesforce, Slack, Jira, Linear, Notion, Google Calendar, Zoom, Postgres (read-only), and Twilio. A public REST API and 5,000+ Zapier connections cover anything else. Setup is one click for the natives.
Is there a free trial?
Yes, every plan starts with a 14-day free trial. No credit card required. The Chat plan is $6 a month after the trial, Support is $12, Business is $19. Unlimited agents on every plan, cancel anytime.
One inbox, every channel

Close all those tabs. Just open one.

14-day free trial, no credit card, unlimited agents. Migrate from Intercom, Zendesk, Help Scout, or Front in one click.

Start free trial →See pricing