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Unified Inbox

Every call, text, and email with a customer, in one tab.

Stop piecing together what you said to a customer across your phone, your texts, and three email threads. ShineCRM keeps every conversation on the customer profile, so you always know exactly where things stand.

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app.shinecx.com/app/conversations
A customer conversation in ShineCRM with texts and a recorded call on one thread
app.shinecx.com/app/conversations
The unified inbox: texts, email, and calls in one list

One list

Every channel lands in one inbox

Texts, emails, and calls arrive on a single list instead of three apps. Unread state and the latest message, per customer, at a glance.

One thread

The whole relationship on one timeline

Open a customer and see everything in order: the text that started it, the call you took on a ladder, the estimate that went out after. Calls are recorded and the AI writes the summary, so nothing lives only in your memory.

One reply

Answer from wherever you are

Reply by text or email from the same thread, on web or in the truck. Forward email replies through your personal inbox if you prefer it, and the thread stays complete either way.

Call recording

The call you took on a ladder, saved.

Record business calls with one tap (org-level opt-in, consent handled) and they land on the customer's thread with playback, a transcript, and an AI summary of what was discussed and what's outstanding.

Two-way texting

Your business number, everywhere.

Send and receive texts on your business number from web and mobile. The whole team sees the thread, so any crew member can pick up where the last one left off.

Email, without switching tools

Reply from the inbox you already use.

Customer email replies can forward to your personal inbox. Respond from your normal email client and ShineCRM relays it under your business address and logs the thread.

Team attribution

Who said what, on the record.

Every message and call is attributed to the team member who handled it, with timestamps. Handoffs stop losing context and disputes stop being memory contests.

Frequently asked

Questions, answered.

What is a unified inbox in a CRM?

A unified inbox combines every communication channel with a customer (phone calls, SMS, and email) on a single timeline tied to that customer's profile. In ShineCRM, calls placed through the app, two-way SMS, and email all show up in one thread, attributed to the team member who sent each message.

Does ShineCRM record phone calls?

Yes. Turn on call recording for your organization (with a consent attestation, so you stay on the right side of recording laws) and your team can record any business call. Recordings save on the customer's conversation thread with audio playback, tied to the right team member and timestamp.

Does ShineCRM transcribe and summarize calls?

Yes. Every recorded call is automatically transcribed and gets a short AI-generated summary at the top of the entry covering what was discussed, what was agreed, and what's outstanding.

Can I reply from my personal email instead of inside ShineCRM?

Yes. ShineCRM can forward customer email replies to your personal inbox. You reply from your normal email client and ShineCRM relays your response back to the customer and logs the full thread on their profile. The customer only ever sees your business address.

Does ShineCRM support two-way texting?

Yes. ShineCRM provides two-way SMS on your business number. Send and receive texts from web and mobile, with every message logged on the customer's conversation thread and visible to your whole team.

What kind of emails does ShineCRM send?

ShineCRM sends estimates, invoices, job confirmations, and follow-ups as branded HTML emails using your organization's logo and colors, each linking to a live web page instead of a PDF attachment. Customer replies render as normal email so the conversation stays readable.

One thread, the whole story

Never ask "what did we tell them?" again.

Calls, texts, and email on one customer timeline, with AI summaries for the conversations you can't type up yourself.

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