Tregovia Unified Inbox brings client email, SMS, chat-style conversations, internal notes, unread counts, assignments, and canned responses into the same CRM workspace.
Unified inbox
Client conversations
Mira Patel
Can I move tomorrow's appointment to later in the day?
Northside Clinic
Thanks, can you resend the payment link for the last invoice?
Alex Green
One more question after the appointment notes you sent.
Mira Patel
Open conversation · assigned to front desk
Can I move tomorrow's appointment to later in the day?
Client · 09:12
Internal note
Check the practitioner's afternoon availability before replying.
Yes, we can move it to 16:30. Reply here if that works for you.
Staff · queued
Workflow
One queue gives staff the context and actions needed to reply, coordinate internally, and close the thread.
Create conversations for a client with email, SMS, or chat channel labels, subject, first message, and optional internal-note mode.
List conversations by open or closed status, assignee, client, channel, and search across subject, preview, or client name.
Staff can reply on email or SMS. Outbound SMS uses the tenant's SMS credit balance.
Messages can be marked as internal notes so the team can coordinate without sending that text to the client.
Managers can assign a conversation to a user, while the inbox keeps the assigned name visible in the queue.
Conversations can be closed, reopened, and marked read, clearing unread counts for client messages.
Operations
Unified Inbox exposes the small operational details that stop conversations from becoming invisible.
Open conversations keep a tenant-level unread total that refreshes in the frontend and powers the inbox badge.
Managers can create, edit, and delete quick replies with titles, shortcodes, and reusable message bodies.
Inbound SMS and email webhooks match known clients by phone or email and add messages to the relevant open conversation.
Built into the CRM
Unified Inbox depends on Clients and stores tenant-scoped conversations and messages. Each thread belongs to a client and keeps status, assignee, channel, preview, and unread count.
Outbound email is queued through the email worker. Outbound SMS is queued through the SMS module (included in the base plan) using SMS credits. Conversation events are published for created, sent, and received messages.
Tenant-safe records
Conversations, messages, and canned responses use tenant scoping and soft delete behavior.
CRM events
Conversation created, message sent, and message received events are published from the service layer.
Channel-aware delivery
Internal notes are never dispatched. Email and SMS replies use their channel-specific delivery path.
FAQ
Short answers based on the current Tregovia implementation.
Bring email, SMS, internal notes, unread state, and team ownership into one CRM inbox.