The new Unibox shows every conversation with a customer in one timeline. Calls, texts, emails and chats line up in one history per contact. And you now mark conversations Read or Unread instead of Open or Closed.
Say a customer called you on Monday, texted on Tuesday and sent a WhatsApp on Friday. Before, that could land as several separate conversations, and you clicked between them to get the full story. Now it's one thread you read from top to bottom.
One customer conversation history
Every contact gets one timeline, and everything they say to you goes there. You open the contact and the whole history is right in front of you.
That's how an omnichannel inbox should work. You get one history per customer, no matter where they reached you.
Read and Unread, not Open and Closed
A conversation with a customer never really ends. They come back next week with another question. So you don't close conversations anymore.
You mark a conversation Read or Unread, the same way you do with email. Unread means it needs you. Read means you've seen it.
Snooze stays. If you want a clean inbox but need to follow up with someone later, snooze them.
A cleaner list on the left
Each row in the list shows three things:
- The contact's name
- The last message, or "Inbound phone call" or "Outbound phone call" if the last contact was a call
- The channel of that last message
If there's no name on file, Nedzo shows the phone number. If there's no phone number either, it shows the email. Nedzo never makes up a name, and you won't see "Unknown" in the list.
Tags in the side panel
The contact's tags now show in the side panel as small pills, so you can scan them at a glance. The assign button sits at the top of the conversation.
It's live in your account now.