Customer Operations Platform. Capture more. Lose less. Work smarter. Grow more profitably.
One accountable workspace for every conversation. in one connected workspace.
Unified Customer Inbox is the communications capability within the Shiftix Cloud Customer Operations Platform. Phone, Email, SMS, Website Forms, Facebook Messenger, and Live Chat can be brought together so supported conversations connect to the right CRM record, owner, customer context, and follow-up.
The conversation and the opportunity belong together.
More than a shared inbox
Generic inbox products understand messages but not necessarily the customer opportunity. Shiftix connects the full history to customer operations.
More than a phone system
Legacy communication workflows can separate calls and texts from the next action. We focus on ownership and follow-through.
More than a message archive
Shiftix Cloud keeps supported conversations connected to the customer record, owner, operational context, and follow-up with a visible next step.
One assigned conversation view.
Phone, email, SMS, website forms, Facebook Messenger, and live chat can be brought into the Unified Customer Inbox so a customer interaction has a visible owner rather than being scattered across individual tools. Teams can work from the channel the customer used while keeping the interaction tied to the customer record.
This is a focused customer conversation workspace—not a claim that every external channel, social network, or third-party inbox is connected. Call forwarding, transfers, and click-to-call options depend on the voice setup enabled for your organization; Unified Customer Inbox is not a replacement for every telephony or contact-center system.
- Keep the handoff accountable with clear ownership for sales, service, or management.
- Next owners can see the prior exchange in the customer record instead of relying on a verbal recap.
Make sure follow-up work actually gets done with clear ownership and reminders.
Incoming Call • Sales
Sarah Jenkins • 2022 Ford F-150 inquiry
Missed Call • Service
Unknown Number
Route calls with customer context.
For enabled voice workflows, inbound calls can ring to the right team and follow the organization's configured coverage and forwarding path. Voice and SMS workflows can use shared business numbers and, where configured, individual team-member numbers.
- Inbound calls can ring to the right team and follow the configured coverage path.
- Configured Aria call flows can collect caller's name, reason for calling, email, callback time, and department intent.
- Call context and follow-up can be associated with the customer record in Shiftix Cloud.
Configuration, routing, and availability are confirmed for each organization. Provisioning, number availability, porting, and local-area-code options are scoped with your setup.
SMS that stays connected to customer operations.
In enabled messaging workflows, teams can work SMS from Unified Customer Inbox and keep the exchange associated with the customer record. That makes appointment follow-up, answers, and handoffs easier to find later.
- First-message disclosure: Automatically appends the required business name and opt-out disclosure to the first message to any contact.
- Opt-out keyword handling: STOP, UNSUBSCRIBE, and equivalent keywords are recognized, persisted, and honored permanently for Shiftix-managed messaging.
- Deliverability: Subject to carrier, number-provisioning, and account configuration requirements.
Sarah Jenkins
Opted in • (555) 019-2834
Review conversations with appropriate controls.
Where recording is enabled, authorized users can review call activity alongside the related customer and operational context. Recording configuration and access should match your organization's policies.
- Recording URLs are never exposed directly—access requires authentication through a server-side proxy.
- Authorized users can access available recordings from the related customer context.
Recording consent requirements vary by state. Organizations are responsible for ensuring their use of call recording complies with applicable two-party consent laws in their jurisdiction.
Human-controlled AI assistance.
Aria can assist with configured communication workflows, helping teams capture intent and prepare the next action from a conversation. Relevant output can be made available in the customer record for the employee who owns the follow-up.
Intent Classification
Classify calls and messages as Sales, Service, Parts, Finance, or Other based on context.
Conversation Summaries
Extract key details and caller-provided information for the next owner to quickly review.
Suggested Next Actions
Generate prompts and review-ready responses for the team to evaluate, edit, and complete.
Aria is an assistive layer, not a substitute for business judgment, compliance review, or a team's responsibility to follow up. It does not act autonomously.
Communications Compliance
- Messaging setup is scoped to the numbers and workflows enabled for your organization. Carrier registration, consent, and deliverability requirements continue to apply.
- Supported opt-out keywords are recognized for Shiftix-managed messaging. Organizations should maintain their own consent and communication policies as well.
- Where an Aria workflow is enabled, generated conversation output can include personal data and should be reviewed in line with your organization's policies and Shiftix data handling practices.
Questions about our stack?
We're happy to walk through Unified Customer Inbox coverage, voice setup, Aria configuration, customer operations workflows, or compliance considerations for your state.
Complete feature list
Everything included in Unified Customer Inbox
See the communication, ownership, routing, follow-through, and control features that keep customer conversations connected across your operation.
Unified Conversation Workspace
- Assigned voice, SMS, live chat, and Messenger conversations
- Customer Operations Platform conversation history
- Visible owner and next step
- Department handoffs with prior context
- Customer, account, and opportunity context beside each thread
- Conversation assignment and reassignment
Voice & Messaging
- Business voice and messaging numbers
- Inbound call routing and forwarding workflows
- Two-way SMS connected to the customer record
- Click-to-call and configured transfer options
- Attachments, media, and customer-facing links
- Unanswered call and message visibility
Follow-Through
- Conversation reminders and overdue-action visibility
- Caller intent and details captured for review
- Conversation summaries and suggested next actions
- Customer activity associated with the relevant record
- Follow-up tasks connected to the conversation
- Templates and review-ready response preparation
Controls & Compliance
- Messaging opt-out keyword handling
- Business-name and opt-out disclosure support
- Access-controlled call recording review
- Organization-specific communication configuration
- Team and role-based conversation access
- Consent and communication-history visibility
Shiftix for B2B
Sell to businesses instead of consumers?
Connected workflows for account-based sales teams.
Shiftix B2B is a connected CRM and revenue-workflow platform for manufacturers, suppliers, distributors, OEMs, service providers, and other B2B organizations. Bring account context, pipeline management, communications, and review-ready AI guidance together while your team stays in control.