What is a unified inbox in a CRM?
A unified inbox combines customer communications on a single timeline tied to that customer's profile. In ShineCRM, two-way SMS, email, and Starter-or-higher call history show up in one thread.
Unified Inbox
Every customer conversation, 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.
app.shinecx.com/app/conversations
app.shinecx.com/app/conversations
One list
Every channel lands in one inbox
Texts and emails arrive on a single list instead of separate apps. Paid-plan call history stays attached to the customer. Unread state and the latest message are visible 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 estimate that went out after, and the calls that followed. Starter, Pro, and Max support configured recordings and AI summaries.
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.
Business calling
Call history stays with the customer.
Starter, Pro, and Max include inbound and outbound calling with monthly minute allowances. Opt-in recordings, transcripts, and AI summaries stay on the same customer thread.
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 is timestamped, and existing call records remain tied to the customer. Handoffs stop losing context and disputes stop being memory contests.
Frequently asked
Questions, answered.
Does ShineCRM record phone calls?
Starter, Pro, and Max include calling and opt-in recording. Recordings stay on the customer's thread. The recording and transcription allowance is 100 monthly minutes on Starter, 400 on Pro, and 1,000 on Max.
Does ShineCRM transcribe and summarize calls?
Yes. On Starter or higher, recorded calls are transcribed and receive a short AI-generated summary. Transcription uses the plan's recording and transcription minutes, and summary credits vary with the metered size, model, and duration.
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.
Texts, email, and existing call history on one customer timeline, so the whole team can pick up with the same context.
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