What Channels Get Connected to My Unified Support InboxUpdated 5 days ago

The unified support inbox connects every channel through which buyers might send a message to the store — creating a single place where all incoming communication is visible and manageable regardless of which platform the buyer used to reach out.

Here is what gets connected during the support setup service:

Email — the primary support email address is connected so every email appears in the unified inbox as a ticket rather than sitting only in an email client.

Live chat — a chat widget installed on the store website so buyers can send a message directly from any store page without opening their email client or navigating away.

Social messaging channels:

• Instagram Direct Messages — messages sent to the brand's Instagram account
• Facebook Messenger — messages sent through the brand's Facebook page
• WhatsApp Business — messages sent through the brand's WhatsApp Business number

SMS — text messages sent to a business number where applicable.

The value of connecting all channels into one inbox is response time. A buyer who sends a message through Instagram DM and receives no response for two days because the founder missed the notification forms a very different impression than one who receives a response within hours because the message was seen alongside everything else in one unified place.