Unified Inbox for Service Businesses: Manage SMS, Email, and WhatsApp in One Place.

A unified inbox helps service businesses manage customer conversations from SMS, email, and WhatsApp without switching between several apps.

Instead of checking text messages on one phone, email on a laptop, and customer details inside a separate CRM, your team sees the entire conversation history in one shared place.

The DunaHub Unified Inbox connects messages to each customer’s CRM record, helping contractors and local service businesses respond faster, preserve context, and reduce the number of leads lost because a message was missed.

For North American service businesses, SMS and email remain the main channels. WhatsApp can be added as an additional option for customers who prefer it.

What is a unified inbox?

A unified inbox is one dashboard that brings customer conversations from multiple communication channels together.

Instead of opening an SMS app, checking a separate email account, and then searching for the customer in a CRM, your team can open one conversation and see the messages in chronological order.

A unified inbox can help the business:

• receive messages from different channels;
• view the complete customer history;
• respond from the same interface;
• identify which conversations still need attention;
• keep communication connected to the CRM lead;
• allow several team members to work from a shared system.

The customer can continue using the channel they prefer. Your team gets one organized place to manage the conversation.

Why do service businesses miss customer messages?

Contractors receive messages from several directions.

A homeowner sends an SMS asking for an estimate. Another customer emails photos of a repair. A previous client asks to reschedule. Someone responds to an old quote. A technician needs to send an arrival update.

When every channel is handled separately, important information can be missed.

Common problems include:

• an email remains unread;
• an SMS stays on the owner’s personal phone;
• two team members answer the same customer;
• nobody knows who is handling a conversation;
• a quote request receives a late response;
• the customer repeats information already sent through another channel;
• the CRM contains no record of what was discussed.

The problem becomes more serious as the business grows.

A solo contractor may remember most conversations. A company with office staff, estimators, technicians, and several daily inquiries needs a shared process.

How does the DunaHub Unified Inbox work?

The DunaHub Unified Inbox brings SMS, email, and WhatsApp conversations into one interface.

Its main functions include:

• a unified list of customer conversations;
• complete message history attached to each lead;
• replies sent through the appropriate channel;
• browser and mobile notifications for new messages;
• two-way SMS;
• email synchronization through IMAP and SMTP;
• WhatsApp connection through QR code;
• automated customer notifications connected to service jobs.

When a customer contacts the company, the conversation can remain linked to that person’s CRM record.

This means the team can review more than the latest message. It can also see the customer’s contact information, pipeline stage, notes, proposals, jobs, invoices, and previous communication.

Which communication channels can DunaHub manage?

SMS

SMS is one of the most important communication channels for contractors and home-service businesses in the United States and Canada.

Customers use text messages to:

• request estimates;
• confirm appointments;
• send property photos;
• ask about arrival time;
• approve small changes;
• reschedule services;
• respond to follow-ups.

DunaHub supports two-way SMS through Twilio. Outgoing messages use prepaid SMS credits, while incoming messages do not consume outgoing credits.

Email

Email is useful for longer and more formal communication.

It works well for:

• proposals;
• detailed project information;
• invoices;
• service instructions;
• photos and documents;
• appointment confirmations;
• follow-up messages.

DunaHub connects to an existing email account through IMAP and SMTP.

Email synchronization is available on the Starter plan and above.

WhatsApp

WhatsApp is available as an additional communication channel.

It may be especially useful for:

• companies serving customers who already prefer WhatsApp;
• multilingual markets;
• international customers;
• businesses operating in regions where WhatsApp is common;
• teams that want to keep WhatsApp conversations attached to the CRM.

The connection is completed by scanning a QR code. DunaHub does not apply a per-message platform fee for WhatsApp conversations.

Why should the conversation stay attached to the customer?

A message without context can create mistakes.

Imagine that a homeowner sends:

“Yes, Tuesday works for me.”

If the employee only sees that message, several questions remain:

Which service? Which address? What time was proposed? Was an estimate approved? Which technician is involved?

When the conversation is attached to the CRM lead, the team can review the surrounding context before responding.

The record may show:

• the original inquiry;
• service address;
• estimate or proposal;
• previous messages;
• appointment details;
• assigned technician;
• invoice status;
• notes from another team member.

This helps the company provide a more consistent experience, even when a different employee takes over the conversation.

How does the Claim button help a team?

When several people share an inbox, the business needs a way to show that someone is handling a conversation.

DunaHub includes a Claim button for this purpose.

A team member can claim a conversation to indicate:

“I am taking care of this customer.”

This reduces the risk of two employees replying at the same time.

A simple team process can be:

1. A new message arrives.
2. The first available team member opens it.
3. That person reviews the customer history.
4. The conversation is claimed.
5. The team member responds.
6. Notes and pipeline details are updated when necessary.

Formal reassignment of conversations to other team members is listed as a future improvement. The current Claim function provides a simpler way to show ownership.

How to connect SMS to DunaHub

To begin using SMS:

1. Open Settings;
2. Select SMS Credits;
3. Choose a credit package;
4. Complete the purchase;
5. Confirm the number that will be used;
6. Send a test message;
7. Confirm that replies appear in the inbox.

DunaHub uses a shared Twilio number by default. A dedicated number can also be made available for an organization.

Before sending customer messages, make sure:

• phone numbers are correct;
• customers have provided appropriate consent;
• the team knows which number customers will see;
• message templates are clear;
• SMS credits are available.

How much do SMS messages cost?

SMS uses prepaid credits because mobile carriers charge for message delivery.

The packages listed in the current DunaHub documentation are:

SMS package	Price
100 messages	$9
200 messages	$15
500 messages	$29
1,000 messages	$49

An automated On my way notification also uses one SMS credit.

The best package depends on the volume of conversations and service appointments.

A small owner-operated business may only need occasional texts. A company with several technicians and many daily appointments may need a larger package.

How to connect an email account

Email synchronization is available on the Starter plan and above.

To connect an account:

1. Open Settings;
2. Select Email;
3. Enter the IMAP information;
4. Enter the SMTP information;
5. Add the required username and password;
6. Save the connection;
7. Send and receive a test email.

IMAP is used to receive and synchronize messages. SMTP is used to send replies.

The exact credentials depend on the email provider.

Businesses should use a professional address when possible, such as:

• office@yourcompany.com;
• service@yourcompany.com;
• estimates@yourcompany.com;
• support@yourcompany.com.

A business email generally creates a more professional impression than using a personal account for customer communication.

How to connect WhatsApp

To add WhatsApp as another channel:

1. Open Settings → WhatsApp;
2. Open WhatsApp on the connected phone;
3. Go to linked devices;
4. Scan the QR code shown by DunaHub;
5. Wait for the connection;
6. Send a test message;
7. Confirm that the conversation appears in the inbox.

The connection usually takes only a short time.

The phone and WhatsApp account must remain active. If the connected session expires or is removed, the QR connection may need to be completed again.

What is the automated “On my way” SMS?

The On my way message is an automatic text notification connected to a service job.

When the technician updates the job status to show that the appointment is progressing, DunaHub can send the customer a message indicating that the technician is on the way.

A message may look like:

Hi Sarah, your technician from Example Home Services is on the way.

This helps reduce calls such as:

• “Is the technician still coming?”
• “When will someone arrive?”
• “Has my appointment been delayed?”
• “Do I need to stay home?”

Each notification uses one SMS credit.

The automated update is managed through the DunaHub Job Scheduling system.

How does the inbox connect to the CRM pipeline?

The DunaHub CRM Pipeline shows where each lead is in the sales process.

A basic workflow may look like:

Pipeline stage	Typical communication
New Lead	First SMS or email response
Information Needed	Request photos, address, or project details
Estimate Scheduled	Confirm date and time
Quote Sent	Send proposal and confirmation
Follow-Up	Ask whether the customer has questions
Booked	Confirm service appointment
Completed	Send invoice and review request

The inbox handles the conversation. The pipeline shows the commercial status.

After communicating with a customer, the team should update the pipeline when the situation changes.

For example:

• if the estimate was sent, move the lead to Quote Sent;
• if the customer approved, move it to Ready to Book;
• if the appointment was created, move it to Booked;
• if the customer declined, mark the opportunity accurately.

This keeps communication and sales management connected.

How does the inbox improve follow-up?

Follow-up is easier when the full message history is visible.

Before contacting a customer again, the employee can review:

• when the last message was sent;
• which channel was used;
• whether the customer replied;
• what questions were asked;
• whether an estimate was delivered;
• which team member handled the conversation;
• what the next action should be.

A follow-up message can then be relevant instead of generic.

Weak follow-up:

Just checking in.

Better follow-up:

Hi Michael, I wanted to confirm that you received the gutter replacement estimate we sent on Monday. Do you have any questions about the scope or scheduling?

Context makes the message more useful and more professional.

How fast should a service business respond?

Customers often contact more than one company.

A slow reply gives another provider time to answer, build trust, and book the job.

Your business should set a realistic response standard.

For example:

• new messages during business hours: respond as quickly as possible;
• after-hours inquiries: acknowledge them the next business morning;
• urgent service requests: prioritize immediately;
• estimate follow-ups: answer on the same business day;
• scheduling changes: respond before the appointment window.

The unified inbox does not answer every message automatically. It gives the team one place to see what needs attention.

The company still needs a clear response process.

How should a team manage a shared inbox?

A shared inbox works best when the company defines simple rules.

Assign responsibility by shift

Make it clear who monitors the inbox during each period.

Claim conversations before replying

This helps prevent duplicate responses.

Review the customer history

Do not answer only from the latest message.

Update the pipeline

Communication and lead status should remain aligned.

Add important notes

Record information that another employee may need later.

Use templates carefully

Templates can save time, but every message should be reviewed before sending.

Escalate technical questions

Office employees should know when a technician or manager needs to respond.

Close completed conversations

A clean inbox makes active requests easier to identify.

Example: plumbing company

A homeowner sends an SMS at 8:00 PM about an active leak.

The message appears in the unified inbox.

The next steps may be:

1. The owner receives a notification;
2. The customer record is created or identified;
3. The conversation is claimed;
4. The owner replies from a laptop;
5. The address and problem are confirmed;
6. A service job is scheduled;
7. A plumber is assigned;
8. The customer receives an arrival update;
9. The work is completed;
10. The invoice and review request follow.

The conversation, lead, job, and billing history remain connected.

Example: landscaping company

A landscaping customer sends an email asking to move an appointment.

The office manager opens the unified inbox and sees:

• the new email;
• the SMS conversation from the previous week;
• the customer’s service address;
• the scheduled job;
• the previous notes.

The manager replies to the email, updates the job date, and records the change.

The customer does not need to repeat the entire situation because the history is available.

Example: HVAC company

A homeowner sends an SMS asking about an estimate and later emails photos of the equipment.

Without a unified inbox, the text and email may look like two unrelated conversations.

With DunaHub:

1. Both channels remain connected to the same lead;
2. The estimator reviews the text and photos;
3. The team prepares a proposal;
4. The proposal is sent;
5. Follow-up remains connected to the customer;
6. The approved work becomes a scheduled job.

This creates continuity even when the customer changes channels.

Unified inbox versus separate communication apps

Separate apps	Unified inbox
SMS stays on a phone	SMS appears in the shared system
Email is checked separately	Email stays with the customer record
Context is fragmented	History is shown together
Team members may duplicate replies	Conversations can be claimed
CRM requires manual updates	Communication stays connected to leads
Customers may repeat information	The team can review previous messages
Ownership is unclear	The current handler is visible

A unified inbox does not reduce the number of channels your customers use. It reduces the number of places your team needs to check.

Is the Unified Inbox included in the Free plan?

The unified inbox interface is available on every DunaHub plan, including Free.

However, channel availability has some differences.

Feature	Availability
Unified inbox interface	All plans
WhatsApp connection	All plans
Email synchronization	Starter and above
Two-way SMS	Available with prepaid credits
Incoming SMS	No outgoing credit required
On my way SMS	Uses one credit
Per-user channel fee	None

The Free plan can be used to start organizing conversations, leads, and WhatsApp communication.

Businesses that need IMAP/SMTP email synchronization can upgrade to Starter or Pro.

Review the current DunaHub plans and pricing before choosing a plan.

Who should use a unified inbox?

A unified inbox is useful for businesses that receive customer messages through more than one channel.

Examples include:

• plumbers;
• HVAC contractors;
• gutter companies;
• roofers;
• landscapers;
• pressure washing companies;
• painters;
• electricians;
• cleaning companies;
• pool service businesses;
• pest control companies;
• appliance repair businesses;
• remodeling contractors;
• handyman services.

It becomes especially valuable when:

• several people respond to customers;
• leads arrive through SMS and email;
• messages are being missed;
• the owner wants visibility into communication;
• technicians need arrival notifications;
• customer history is spread across different tools;
• the company has outgrown one shared phone.

What mistakes should businesses avoid?

Keeping customer SMS on a personal phone

The business can lose access when an employee leaves or changes devices.

Allowing everyone to reply without claiming conversations

This can produce duplicate or conflicting responses.

Connecting channels without defining responsibility

Someone must monitor and manage incoming messages.

Responding without reading the history

Customers should not have to repeat information already provided.

Using too many unnecessary channels

Every extra channel adds complexity. Start with the channels customers actually use.

Sending SMS without credits

Outgoing texts and automated notifications require available credits.

Assuming email sync is included on Free

IMAP/SMTP synchronization requires Starter or a higher plan.

Treating the inbox as a replacement for the CRM

The inbox manages messages. The pipeline manages the sales process. The two should work together.

Ignoring compliance

Businesses should respect consent, opt-out requests, privacy rules, and communication regulations in the markets where they operate.

How to build a daily inbox routine

A simple daily process can prevent messages from being missed.

At the beginning of the day

1. Review unread conversations;
2. Check messages received after hours;
3. Claim new inquiries;
4. Identify urgent requests;
5. Review today’s appointments;
6. Confirm that customer replies have owners.

During the day

1. Monitor notifications;
2. Respond through the correct channel;
3. Add relevant notes;
4. Update pipeline stages;
5. Create jobs or proposals when needed;
6. Schedule follow-ups.

At the end of the day

1. Review unanswered conversations;
2. Confirm that urgent requests were handled;
3. Reassign anything that cannot wait;
4. Update open leads;
5. Prepare the next day’s priorities.

The goal is not to reach an empty inbox at any cost. The goal is to ensure every customer has a clear next step.

Summary: why use the DunaHub Unified Inbox?

The DunaHub Unified Inbox gives service businesses one place to manage SMS, email, and WhatsApp conversations.

Messages remain attached to the customer record, allowing the team to see the full history, respond from the appropriate channel, claim conversations, and connect communication with leads and service jobs.

The main benefits include:

• fewer missed messages;
• faster responses;
• shared access for the team;
• better customer context;
• two-way SMS;
• IMAP/SMTP email synchronization;
• WhatsApp as an additional channel;
• automated arrival notifications;
• communication connected to the CRM.

For contractors and local service businesses, the result is a simpler process from the customer’s first message to the booked and completed job.

Frequently Asked Questions

What is a unified inbox?

A unified inbox is one interface that displays customer conversations from multiple channels, such as SMS, email, and WhatsApp.

Which channels does DunaHub support?

DunaHub supports two-way SMS, email through IMAP/SMTP, and WhatsApp as an additional connected channel.

Is the DunaHub Unified Inbox free?

The inbox interface and WhatsApp connection are available on the Free plan. Email synchronization requires Starter or above, and outgoing SMS uses prepaid credits.

Does DunaHub charge per user for the inbox?

No. DunaHub does not add a separate communication fee for every user.

How much do SMS credits cost?

Current packages range from 100 messages for $9 to 1,000 messages for $49.

Are incoming SMS messages free?

Incoming SMS messages do not consume outgoing prepaid credits.

Can my team see the complete message history?

Yes. SMS, email, and WhatsApp messages can remain attached to the customer’s CRM record.

Can a team member claim a conversation?

Yes. The Claim button indicates that a person is handling the conversation.

Can conversations be formally reassigned?

Formal assignment to another team member is listed as a future improvement. The current Claim button shows who is handling the conversation.

How do I connect WhatsApp?

Open Settings → WhatsApp and scan the QR code using the linked devices section of the WhatsApp app.

How do I connect email?

On Starter or Pro, open Settings → Email and enter the IMAP and SMTP credentials for the email account.

What is the On my way SMS?

It is an automated customer notification connected to the technician’s job status. Each send uses one SMS credit.

Start managing customer messages in one place

Tired of switching between texts, email, WhatsApp, and a separate CRM?

Create your free DunaHub account and start managing customer conversations from one shared inbox.