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The Inbox brings your client conversations into one place, so your team can read and reply without switching between apps. Messages from connected channels arrive in a single unified view. You will find the Inbox in the sidebar, with each connected channel (such as WhatsApp) nested beneath it.
Setting Up Workspace 3 2

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Connecting a channel

Before messages appear, you connect a channel. For WhatsApp:
  1. Open the Inbox and select WhatsApp
  2. On the Connect WhatsApp screen, click Connect WhatsApp
  3. Complete the secure connection flow
  4. Once connected, your WhatsApp conversations load into the Inbox
The same approach applies to other channels: connect the account, and its conversations flow in. You manage these connections under Apps & integrations. See Integrations.

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A unified inbox

Instead of checking WhatsApp on one device, LinkedIn in a browser, and email somewhere else, the Inbox collects conversations from connected channels together:
  • WhatsApp
  • LinkedIn
  • Email (Gmail, Outlook, or Zoho Mail)
Each conversation shows in one thread, so anyone on your team can pick it up and see the full history regardless of which channel the client used.

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Reading and replying

A connected channel opens with three areas:
  • A conversation list on the left
  • The message thread in the middle
  • A contact info panel on the right
Open a conversation to read its full history and type a reply at the bottom. Your reply goes back out through the same channel, so a WhatsApp message is answered on WhatsApp, all without leaving Heffl. Because conversations live in Heffl rather than on one person’s phone or account, replies and history are visible to the team, not locked to a single device.

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Assigning conversations

Conversations can be assigned to team members, so it is clear who is responsible for responding. Assigning helps when several people share the Inbox: each conversation has an owner, nothing is answered twice, and nothing falls through the cracks.

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Converting a conversation into a lead

When a conversation turns into a real opportunity, convert it into a lead or contact directly from the Inbox. The conversation’s details carry across, so you capture the prospect in your CRM without retyping anything. Once converted, the lead behaves like any other, you can track its stage, log follow-ups, and move it toward a deal. See Managing leads.

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Why a unified inbox helps

  • No channel gets missed because it was on someone’s personal app
  • The whole team sees the full history of each client
  • Replies, assignments, and follow-ups stay in one system
  • A promising chat becomes a tracked lead in a click

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What to do next

  1. Connect your channels so messages flow in
  2. Convert promising conversations into leads
  3. Assign conversations so your team knows who owns each one