Unified customer service platform
Talk to every customer like a big brand.
Give your small business the messaging power the big brands have — every text, web chat, call, email, WhatsApp and Apple message in one shared inbox, answered fast, on the channel each customer already uses.
Secure card payments · A2P 10DLC compliant · SMS · MMS · WhatsApp · Apple Messages · voice · email
One shared inbox
Stop juggling apps and hunting for who replied. Every text, web chat, call, email, WhatsApp and Apple message lands in one threaded view your whole team can claim, assign and answer — so no lead slips through and nothing gets dropped.
A real phone system
The phone power big brands pay for, built in: extensions, IVR menus, ring groups, call routing, voicemail and transfer. Every call can be transcribed, summarized and sentiment-scored, so what happened on the phone becomes searchable data on the customer record.
Get paid by text
Turn a conversation into cash on the spot. Send a secure card payment link mid-thread or an itemized invoice, and watch payment status flow straight back to the customer record — no separate checkout, no chasing.
Connects with the tools you already use
Payments by text
WordPress
Shopify
WooCommerce
BigCommerceMagento / Adobe Commerce
Google Business Profile
Yelp
WhatsApp Business
Apple Messages for Business
Facebook
Instagram
TikTok
LinkedIn
X (Twitter)
Mailchimp
Constant Contact
Webmail (built-in)
Gmail
OutlookPremium FaxAI replies & call intelligence
ZapierTwo-way SMS & MMS at carrier scale — reliable business texting, MMS attachments and phone-number provisioning, built into every plan.
Explore SMS/MMS →Get paid by text — send a secure pay-by-SMS link mid-conversation and the customer taps to pay, no app or account. Backed by a tier-1 card processor (Visa, Mastercard, Amex) with bank-grade fraud protection and dispute resolution; money settles straight to your own account.
Explore Payments by text →Official WordPress plugin — drop the chat widget and lead-capture forms onto your site with a shortcode, and bridge WooCommerce order events into your automations. One-click install, no developer needed.
Explore WordPress →Insert product links into messages and connect your live store catalog via Product Link.
Explore Shopify →Pull products from your WooCommerce store into the composer's product picker.
Explore WooCommerce →Connect a BigCommerce store as a live product source and insert exact product links straight into a text or email.
Explore BigCommerce →Connect a Magento (Adobe Commerce) store as a live product source and drop exact product links into any text or email.
Explore Magento / Adobe Commerce →Sync, report on and respond to Google reviews without leaving the inbox.
Explore Google Business Profile →Pull in Yelp reviews with an AI-drafted reply and a one-click deep-link — and, for Yelp advertising partners, turn 'Message the Business' Yelp leads into two-way conversations in the same inbox.
Explore Yelp →Native two-way WhatsApp Business messaging in your shared inbox.
Explore WhatsApp Business →Let iPhone users message you from Maps, Safari and Spotlight — answered in the inbox.
Explore Apple Messages for Business →Two-way Facebook Messenger in your shared inbox — plus Facebook Lead Ad submissions and Page comments arriving as inbound leads that trigger your automations. Read your Facebook reviews with an AI-drafted reply and one-click deep-link to respond.
Explore Facebook →Instagram DMs unified with every other channel on the contact.
Explore Instagram →TikTok lead-form submissions flow into your inbox as new contactable leads with automations attached — plus two-way TikTok messaging for eligible business accounts. Connect your TikTok access to activate.
Explore TikTok →LinkedIn lead-form submissions drop straight into your inbox as new, contactable leads that trigger your auto-replies, tags and folders (inbound lead capture). Connect LinkedIn Lead Sync to activate.
Explore LinkedIn →Reply to X (Twitter) Direct Messages right from your shared inbox — genuinely two-way, threaded with every other channel on the same contact. Connect a paid X API account to activate.
Explore X (Twitter) →Sync your contacts and audiences with Mailchimp (native email blasts send from SM2.IO).
Explore Mailchimp →Alternative ESP connector for contact and list sync.
Explore Constant Contact →The built-in webmail inbox — read, compose and reply to email in a dedicated mail view, threaded onto every contact.
Explore Webmail (built-in) →Connect your Gmail mailbox (SMTP/POP) for two-way email and a webmail view right inside the shared inbox.
Explore Gmail →Connect your Outlook / Microsoft 365 mailbox (SMTP/POP) so email threads and webmail live in the same inbox.
Explore Outlook →Carrier-grade two-way fax — send and receive faxes as digital files, no machine, stored and searchable on each contact.
Explore Premium Fax →On-brand AI that reads each incoming message and drafts — or auto-sends — an instant reply from your knowledge base, so customers get an accurate answer even after hours. Plus AI call transcription, summaries and sentiment written to the contact. One AI layer across the whole platform, powered by best-in-class models.
Explore AI replies & call intelligence →Connect SM2.IO to thousands of apps through Zapier, Make or IFTTT — fire real-time events to your CRM, spreadsheets, POS and more with a scoped, read-safe token. No code.
Explore Zapier →One platform · your whole team
Everything your team needs to wow customers — in one place.
No more app-juggling or dropped messages. Your entire team answers every text, call, chat and review from one shared inbox — fast, together, and on brand.
What's inside
195 capabilities, one platform
Everything below is live in the product today — no roadmap promises. Inbox, phone, payments, reviews, campaigns, AI call intelligence and more.
Unified inbox ?One threaded view for SMS, MMS, web chat, phone calls and email — every message about a customer in a single place instead of scattered across personal phones and apps. Your team can claim a conversation, assign it to the right person, add private internal notes, or transfer it, and everyone sees the same history. The payoff: no lead sits unanswered and no customer ever has to repeat themselves.
Never lose track of a customer again. Every SMS and MMS thread lives in one shared workspace your whole team can read, reply to, claim, assign and transfer — so the right person picks up and nobody double-replies. Quick-reply templates with a merge-variable engine and spintax let you answer in seconds while still sounding personal to each customer. Real-time updates and full conversation history mean context is never lost, even as a thread changes hands.
Omnichannel — every channel, one thread ?Customers reach you however they prefer — SMS, MMS, web chat, email, WhatsApp Business, Apple Messages for Business, Facebook and Instagram — and every one of those channels threads onto the same contact in the same inbox. Your team answers big-brand-fast on each person's channel of choice without juggling six apps or losing the thread when someone jumps from a DM to a text. One customer, one conversation, every channel.
Meet customers on whatever channel they already use — without opening eight different apps. SMS, MMS, website chat, email, WhatsApp Business, Apple Messages for Business, Facebook and Instagram all collapse into one conversation on one contact. Your team sees the full history in a single thread, so a customer who texts today and DMs next week never has to repeat themselves. That is the I/O in action: scattered messages in, one organized conversation out.
Website chat widget ?A single line of script embeds a branded chat bubble on your website, and the moment a visitor sends a message it becomes a real conversation in your shared inbox. Capture their number and the chat continues by text after they leave your site, so a browsing visitor turns into an ongoing conversation you actually own. It points at your own tenant, so every lead and transcript stays yours.
Turn anonymous website traffic into real conversations before visitors bounce. A branded, configurable widget greets visitors, captures their number, and continues the conversation by text in the same shared inbox — so a browsing visitor becomes a lead your team can follow up with for days, not a form that goes cold. Drop it on any site with a single line of code and set an auto-engage prompt to start the conversation for you.
Business phone system (PBX) ?A complete business phone system living right next to your texts — not a bolt-on. Extensions, ring groups, a drag-and-drop phone-menu (IVR) builder, time-of-day routing with failover, named voicemail boxes and warm/blind transfer are all included. Whoever answers already sees the caller's full conversation history, so calls stop starting from zero, and every call can be recorded and turned into searchable data.
Sound like an established brand from the first ring, without buying a separate phone product. A full business phone system is built in: extensions, ring groups and ACD, time-based routing with failover, an IVR phone-menu builder, granular voicemail boxes and blind or warm call transfer. Calls land next to the same customer's texts and emails, so whoever answers already knows the history — and no caller gets bounced around or forgotten.
AI call intelligence ?Stop losing what was said the second you hang up. Each call can be transcribed with speaker labels, summarized into a few clear lines written straight to the contact, and scored for sentiment — so a manager can spot an unhappy customer without listening to hours of audio. Voice becomes data you can search, report on and act on.
Stop losing what was said the moment you hang up. Every call can be transcribed with speaker diarization, summarized into a few clear lines, and scored for sentiment — then saved right to the contact's timeline. Managers can catch an unhappy customer without listening to hours of recordings, and the whole team keeps a searchable record of what was promised. Powered by best-in-class AI transcription.
Contacts & CRM ?Every phone number, email address and web session belonging to one person collapses into a single contact with a complete cross-channel timeline — messages, calls, payments, reviews and surveys in one scroll. Custom fields capture the details your business actually cares about, from vehicle to plan to renewal date, and merge into your messages. It's the CRM that fills itself in from the conversations you're already having.
Know every customer's whole story at a glance instead of piecing it together from memory. One unified record links each customer across phone, email, web, WhatsApp and Apple, with a rich timeline of every message, payment, review, survey, call and voicemail. Merge duplicate identities with a durable audit trail, build live audience segments, tag and attribute leads by source, and move deals through pipeline stages — then import or export it all by CSV whenever you need.
Campaigns & automation ?Send a targeted text or email blast to exactly the right segment, build multi-step drip sequences that branch on whether someone replies, set if-then auto-replies, and automatically text back callers you missed. Opt-out handling, quiet-hours windows and rate limiting are applied automatically on every send, so you keep the reach of business texting without the compliance risk. Set it once and stay top-of-mind while you run the business.
Fill a slow week or launch a promotion without hiring a marketing team. Send mass-text blasts to a saved segment, run multi-step drip sequences across SMS and email, and let if-then drop rules and per-channel auto-replies keep customers warm on autopilot. Missed-call auto-text-back catches every caller you couldn't answer, so a busy afternoon stops costing you business. Every automated send respects opt-outs, quiet hours and throttles, so you stay compliant while you scale.
Reviews & reputation ?The fastest path to more 5-star reviews is asking by text at the right moment — so send a tracked review invitation right after a completed job, then sync and respond to Google Business Profile reviews from the same screen. Turning happy conversations into public reputation is what wins the next customer before they ever contact you. Everything is tracked, so you can see which requests convert.
Climb the local rankings by making review requests effortless and automatic. Send a tracked review invitation by text at the perfect moment — right after a job or purchase — and turn your happiest customers into public 5-star proof. Sync Google Business Profile to read, report on and respond to reviews from the same screen, and see exactly which requests drove which reviews. More reviews, better ratings, and a reputation that wins the next customer before you even talk to them.
Customer satisfaction surveys ?Define NPS or CSAT surveys, send them by text right inside the conversation, and see scored responses attached to the contact — or fire one to a single customer straight from the composer. You catch the unhappy customer before they leave a bad review, and identify the promoter worth asking for one. Private feedback you act on internally, separate from your public reviews.
Find out how customers really feel before they tell everyone else. Send a quick “how did we do?” rating or a “would you recommend us?” question by text — where it actually gets read and answered — and watch the results roll up so you can spot what’s working and what needs fixing. Fire off a one-to-one survey from the composer after a key job, so feedback becomes real data you can act on instead of a gut feeling. (These are the standard CSAT and NPS surveys — you don’t need to know the acronyms to use them.)
Start every conversation in one place.
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