Unified inbox

What it does

• Shared team inbox for SMS, MMS, web chat, email, WhatsApp, Apple Messages and calls
• Claim, assign, transfer and re-assign any conversation
• One-tap claim toggle and conversation status
• Inbox sort order and unread filter chip
• Flag a conversation as follow-up
• Two-way SMS and MMS (send, receive, delivery status)
• Start a new conversation from a number or an address-book contact
• Quick-reply templates with a click-to-insert palette
• Merge variables (contact, business, social, dynamic) + spintax personalization
• Reusable spintax / merge-variable helper popup in the composer
• Folders-as-sidebar with inline folder management
• Archive / complete conversations (Open vs Closed) — they stay searchable and auto-reopen the moment the customer writes back
• Real-time inbox updates without refreshing
• Inbound context capture so replies keep their history
• Opt-out, quiet-hours and per-number throttle guardrails on automated sends

Highlights

• Two-way SMS & MMS (send/receive, delivery status)
• Assign, claim and transfer any conversation
• Templates + merge variables (contact, business, social, dynamic) + spintax
• Opt-out, quiet-hours and throttle guardrails on every automated send

Why it matters for your business

When every SMS, MMS, web chat, call and email lands in one shared thread, no lead sits unanswered in someone's personal phone and no customer has to repeat themselves. Your whole team claims, assigns and answers from one screen — and every conversation becomes searchable data on the contact, so the next person already knows the story. That's the Input side of SM2.IO: messages in, context and action out.

Questions & answers

Can my whole team work the same inbox?

Yes. The inbox is shared across your team with assignment, internal notes and read state, so anyone can pick up a conversation and see its full history.