FAQ about OneInbox

Effective communication with your customers and website visitors is essential. OneInbox, for Website Builder users, helps you manage inquiries more efficiently by turning website form submissions into conversations. Instead of dealing with cluttered email threads, you can handle all customer inquiries directly from a single place. This makes it easier to build relationships, stay organised, and respond quickly to your customers.

• What is OneInbox?

  OneInbox is a centralised communication tool designed to help you manage customer inquiries more efficiently. It turns standard website form submissions into interactive "conversations," allowing you to chat with your customers.

• How does it work?

  When a visitor fills out a form on your website, their submission automatically appears as a new conversation in OneInbox. From there, you can read the message, view the history, and reply instantly.

  OneInbox has two folders: an Inbox and an Archive. A number on the Inbox tab indicates the count of unread conversations, showing how many messages are unread. Clicking on Unread filters the view to display only unread messages.

  

• Where do my messages come from?

  In this first version, OneInbox captures all messages sent through your connected website forms. Whether a customer is asking for a quote or has a general question, everything automatically appears in one place: OneInbox.

• How can I communicate with customers?

  1. Access your Website Builder dashboard and navigate to the Inbox tab within your primary navigation bar on the left. 
  2. Click on any message to open the conversation window.
  3. Type your reply, and click the Send button. It’s as simple as sending a text message. 
     
  4. Your customer receives an email notification. This email contains a secure link that, when clicked, opens a dedicated Conversation View. Inside that Conversation View, customers can read your message and type a response. 
  5. Their reply will pop up instantly in your OneInbox, keeping the entire history in one thread.

• How are you notified of a new message?

  For businesses: You will receive an email notification the moment a new form is submitted or a customer replies to an existing thread. 

  For customers: They will receive an email notification every time you send them a message through OneInbox.

• Where can I find more information about my contacts?

  To access the contact information, click Contact info below the contact's name after opening a conversation. You can also click the icon on the right side next to the menu with the three dots.

  • Contact info: Here you can see all available contact details, such as email, Phone, Website, Company name, or VAT number. You can also click the View in Contacts button.
  • Form submissions: Clicking one of the actions under Form submissions will scroll to the chosen item in the conversation view. 
  • Marketing consent: A label will indicate whether the contact is Subscribed or Unsubscribed. 

  

• How can I manage a conversation?

  To maintain an organised inbox and prevent any lead from being overlooked, click the three dots in the top-right corner of a conversation to access these actions:

  • Mark as unread: Need to come back to a message later? Mark a conversation as unread to keep it highlighted so you don't forget to follow up.
  • Archive: Once a conversation is finished, move it to the Archive. This removes it from your main view while keeping the history safe and searchable if you ever need it again. If an archived conversation receives a new message, then it will be automatically moved to the Inbox and marked as unread.
  • Delete: Use the Delete option to permanently remove the conversation from your platform.

  

Related articles:

• How do I add a contact form to my Website Builder site?
• Manage Contacts in your Website Builder dashboard