PointWake CRM

Unified Inbox

A customer texts the number on the truck, emails the address on the website, and messages the business page. Three channels, three apps, and usually one owner checking all of them at a red light.

The unified inbox puts every channel in one conversation view, grouped by customer. Your team replies from one screen, and the whole history stays on the contact record.

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What this looks like for a landscaping crew

A property manager texts on Friday afternoon asking to add irrigation repair to Monday's visit. The owner is on a mower and does not see it. On Monday the crew shows up without parts, and the property manager assumes the message was ignored.

With a unified inbox, that text lands in a shared queue the office actually watches. It gets assigned, answered in four minutes, and a note goes on the job so the crew loads the parts. The customer never learns how close that was to being missed.

Every channel in one thread

Text, call logs and recordings, email, website chat and connected social messages appear in a single timeline per customer. There is no switching apps to reconstruct what was already said.

Two-way business texting from your business number
Email sent and received against the same contact
Call history with recordings and voicemail where enabled
Website chat and connected social inbox messages

Shared, assigned and accountable

Conversations can be assigned to a person, marked unread until handled, and reopened when a customer replies. That is what turns a busy inbox into a queue nobody can quietly ignore.

Internal notes let one person hand a conversation to another without a side text that disappears.

Snippets and saved replies

Most inbound messages are the same eight questions. We build saved replies for pricing ranges, scheduling windows, service area, deposit policy and arrival confirmations, so a good answer takes seconds and sounds consistent no matter who sends it.

Response speed you can actually see

Because everything lands in one place with timestamps, first-response time stops being a guess. You can see how long inbound messages sat before someone replied, and fix the shift or the person where messages pile up.

What PointWake Configures

Business texting enabled on your business number with compliant messaging registration
Email, web chat and available social channels connected into the shared inbox
Assignment rules so every conversation has an owner
Saved replies for your most common questions
Notification settings by user and by device
Business-hours and after-hours handling so nothing sits silent overnight

PointWake works with small businesses across the United States, with setup handled remotely and hands-on support from Texas.

Good fit if

Customers reach you on more than one channel
Two or more people handle inbound messages
You are answering business texts from a personal phone
Missed and delayed replies are costing you booked jobs

Honest limits

Messaging registration is required before texting turns on and can take time to approve.
A shared inbox needs an owner. If nobody is assigned the queue, it just gets crowded faster.
Not every social platform allows full inbox access, so available channels depend on the platform.
Message and call usage is billed by carriers and platforms based on volume.

Questions about this part of PointWake CRM

Can my team text customers from our main business number?

Yes. Business texting is enabled on your business number so replies come from the number customers already know, not from a personal cell phone.

Do I need messaging registration before texting works?

Yes. Compliant messaging registration is required before business texting turns on, and approval times are set by the carriers rather than by PointWake.

Can two people work the same inbox without stepping on each other?

Yes. Conversations can be assigned to a specific person, and internal notes let one team member hand a conversation to another inside the same thread.

Does the unified inbox include phone calls?

Call history appears in the same customer timeline, with recordings and voicemail included where those features are enabled on your account.

What happens to messages that arrive after hours?

After-hours handling is configured during setup, so inbound messages get an immediate acknowledgment and stay in the queue for the next business day instead of sitting silent.

Where this fits in PointWake CRM

This page is one part of PointWake CRM. You can also compare PointWake CRM plans.