How does the unified inbox work?
The unified inbox brings WhatsApp, Telegram, email and website chat into one screen. Every conversation is linked to the client in the CRM, so agents see the client’s listings and viewings next to the chat. A new conversation creates the contact, and each conversation can be assigned to the right agent.
Day to day, it works like this.
- Connect your channels. Connect your own WhatsApp Business number (we help you set it up), along with Telegram, email and the chat on your agency website. From then on, messages from all four channels arrive in the same place.
- Receive everything in one list. A WhatsApp message about a villa, an email from a buyer abroad and a website chat about an office all land in the same inbox. Nobody has to watch four apps.
- Let new contacts create themselves. When someone writes for the first time, the conversation creates the contact in the CRM, so a lead is never just a number in one agent’s phone.
- Assign the conversation. A manager or the front desk assigns it to the agent who covers that area, language or listing. The rest of the team still sees the story.
- Answer with context. Next to the chat, the agent sees the client, their listings and their viewings, and replies without asking the same questions twice.
- Move to the next step. Because the client is already in the CRM, the agent can book a viewing from the lead and move the client along the pipeline. The messages stay on the client’s card for whoever picks up the file next.
Who it is for
The inbox is made for agencies whose clients do not all write the same way. In Cambodia and across Southeast Asia, many clients use Telegram and WhatsApp every day, while international buyers and companies often prefer email. Common situations:
- several agents answer from personal phones and nobody knows who replied to whom;
- leads from the website chat wait for hours because no one is watching it;
- an agent is on leave or leaves the agency, and their conversations should not disappear with them;
- managers want to know which channel actually brings clients.
Small teams benefit as much as large ones: with one shared inbox, a two-person agency can cover evenings and weekends without handing out personal numbers.
| Situation | Personal phones, apps and mailboxes | With Heroes PMS |
|---|---|---|
| Incoming messages | Spread across several apps and devices | WhatsApp, Telegram, email and website chat in one inbox |
| New lead | Saved in an agent’s contacts, or not at all | A new conversation creates the contact in the CRM |
| Who replies | Whoever sees it first | Assigned to the right agent |
| Context | Scroll back or ask a colleague | Client, listings and viewings next to the chat |
| Agent away | The history stays on their phone | The history stays linked to the client in the CRM |
| Lead sources | Guesswork | Lead sources in reports |
Tips for a well-run inbox
- Decide who assigns. Name one person per shift to assign new conversations, so nothing sits unread.
- Reply quickly. In a busy rental market, the agency that answers first is often the one that books the viewing.
- Answer on the client’s channel. If they wrote on Telegram, reply on Telegram; switching channels breaks the thread.
- Keep conversations in the inbox. Avoid moving clients to a personal number: the history then stays visible to the team and linked to the CRM.
- Read the client card first. Budget, area and past viewings are next to the chat; asking again makes the agency look disorganised.
- Review lead sources each month. Reports show which channel brings clients, so you know where to spend time and advertising.
