Consolidated Inbox

When it comes to two-way texting for business, a typical inbox only lists the history of back-and-forth conversations. Unfortunately, this only leads to a partial picture of how your customer interacts with you. Your customer may have already read your general announcements and interacted with your automated messaging system or signups. Our inbox lets you see the full picture of your communication with a customer from one place, eliminating the need to search through different aspects of your messaging systems.

Advantages of
Trum·pia’s Consolidated Inbox

Full History of Various Message Types
Trum·pia allows you to see the full history of your messaging no matter the message type. You will see a mixture of automated Workbench messages, targeted texts, system messages, opt-ins & opt-outs, bulk messages, and more. This means that you will see all types of messages sent to the customer in one place.
Filtered Conversations
We offer the ability to filter by which message type you want to see. This means you no longer need to browse multiple pages to find the information you're looking for. For example, easily filter for two-way messages so that you can see their prior interactions with customer service.
Tag Management
You can tag each conversation with multiple criteria. This can be used for targeting purposes or to help organize your inbox. Let’s say you are looking for conversations with dissatisfied customers, you can just filter by that tag. Plus you are not limited to just one tag per conversation, you can tag the same conversation for multiple categories.

Use Cases

Customer Service

Customer Service reps can quickly respond to customer issues without looking at multiple places. Our consolidated inbox allows you to handle multiple customers at the same time (instead of one at a time via phone support). Also, turnaround time is much quicker for both sides.
Human Resources

HR teams can easily see the full history of messages sent to each employee including mass messages and individual messages. Plus you grab more attention with text messages, so employees won't complain about not reading your emails.
Recruiters

Recruiters are seeing huge gains in productivity because they can respond to different applicants quickly and can avoid time-consuming back and forth emails or phone calls. Also, you can tag messages by job opening or other criteria so you can later quickly find relevant candidates. When our inbox is combined with automated workflows, your recruiting productivity will skyrocket.
Sales & Marketing

Not every lead will read emails or click your links. Texts get more responses and higher clickthrough rates than email, leading to higher sales and engagement. Our automated workflows learn about your leads and send targeted promotions automatically. Our 7-step customer journey enables personalized customer experiences.

How it Works

01 Click on any conversation in your inbox. Once you are there, you can see all incoming and outgoing messages with that contact.
02 While looking at a conversation, you can also filter the types of messages that you want to view, such as two-way messages, keyword opt-in, automated workflow messages, and mass messages.
03 Select a conversation and tag it. These tags can be used to sort your messages and organize your inbox. This is much better than having to search through your inbox and move them to different directories.

Frequently Asked Questions

Can multiple team members access and reply to the same customer text conversation?

Yes, a consolidated inbox allows your entire team to see and respond to customer text messages from a shared platform, so any team member can pick up a conversation even if someone else started it. This is especially helpful when team members are on vacation or sick days, since everyone can access the full conversation history without needing to ask for updates or handoffs, ensuring customers never experience delays or have to repeat themselves.

How fast do customers expect businesses to respond to text messages?

Customers expect text message responses within 90 seconds on average, and waiting more than 20 minutes can be seen as rude. While businesses get slightly more leeway than personal texts, customers still expect much faster replies via SMS than email (which averages 12+ hours), making a unified inbox essential so your team can monitor and respond to messages quickly without missing anything important.

What are internal notes in a business texting inbox and why are they useful?

Internal notes let team members leave private comments inside a text conversation that only your team can see—customers never see these messages. You can use them to share important customer information, tag teammates for help, coordinate handoffs between shifts, or provide coaching to new employees—all without leaving the text thread or sending unnecessary messages to the customer, which keeps everyone on the same page and speeds up problem resolution.

What's the difference between a regular texting app and a consolidated business inbox?

A regular texting app like your phone's SMS only shows basic text conversations, while a consolidated business inbox displays your customer's complete communication history including past campaigns they received, automated messages they responded to, signup forms they filled out, and any survey or poll interactions. This complete view helps you understand customer needs better and personalize responses without asking them to repeat information, leading to faster resolutions and happier customers.

How does a shared inbox prevent duplicate replies to the same customer?

Modern shared inboxes show real-time alerts when another team member is actively responding to a message, which prevents two agents from accidentally sending duplicate or conflicting replies to the same customer. You can also assign specific conversations to team members, mark messages as "in progress," and see who last replied, ensuring smooth coordination and a professional customer experience even when multiple people are working from the same inbox.

Consolidated Inbox