Shared Team Inbox for WhatsApp, Messenger & Instagram
Unify incoming customer conversations into a single centralized queue. Empower your sales and support agents to qualify, assign, score, and convert social media chats into CRM leads without leaving Smart Business 360.
Never Lose a Prospect in Social DMs Again
Managing WhatsApp Business, Facebook Messenger, and Instagram Direct accounts separately leads to delayed replies, untracked prospects, and lost sales. Leads Inbox brings all three messaging channels into one collaborative team dashboard.
Role-Based Inbox Controls
| Role | Key Capabilities |
|---|---|
| Sales Agent | Read/reply to conversations, create CRM leads, set estimated deal values, assign follow-ups. |
| Sales Manager | Monitor unread chat volume, agent response speeds, channel conversion rates, and rot-day staleness. |
| Administrator | Manage Meta App IDs, access tokens, webhook registrations, and multi-company channel connections. |
Turn Social Conversations into Revenue
Comprehensive tools designed to streamline chat response, lead scoring, and pipeline conversion.
WhatsApp Business API
Manage official WhatsApp Business API phone numbers. Receive incoming customer chats, send media attachments, and trigger pre-approved Meta message templates when customer service windows close.
Facebook Messenger Setup
Connect your official Facebook Page. Utilize Meta 24-hour messaging windows, plus the 7-day human agent extension for complex support inquiries that require manual follow-up.
Instagram Direct to CRM
Link Professional Instagram (Business/Creator) accounts linked to Facebook Pages. Convert direct messages into actionable pipeline deals with complete conversation history.
Estimated Value & AI Scoring
Recording an estimated deal value gives the highest score boost in AI lead scoring. Automatic scoring evaluates source channels (Referrals = 20 pts, Web = 15 pts, Direct = 10 pts) and response times (<1h = 15 pts).
Thread Labels & Resolution Status
Organize threads using resolution statuses (Open, Pending, Resolved, Archived, Lead Linked) and custom tags (General, Hot Lead, Follow-up, Support, Collections, Escalated).
Stale & Dead Lead Recovery
84% of CRM leads go untouched after 30 days. Smart Business 360 triggers automatic rot-day alerts per stage, helping agents reactivate dormant prospects to yield 2–3x higher conversions.
Typical Chat-to-Lead Conversion Workflow
How a customer message turns into a closed deal in Smart Business 360.
Incoming Message Received
A customer messages your WhatsApp number, Facebook Page, or Instagram account. Webhook receives data and auto-creates/updates the contact.
Inbox Notification & Unread Badge
The thread appears in Leads Inbox with an unread badge. Sales agents open the thread, view complete previous history, and reply instantly.
Create or Link CRM Lead
Agent selects Create Lead or links to an existing lead. The resolution status automatically becomes Lead Linked.
Record Value & Qualification Notes
Agent inputs estimated deal value, budget, timeline, and customer requirements. Qualification notes stay attached to the lead even if the chat thread is archived.
Establish Next Action Follow-Up Task
Agent sets a follow-up task with a due date and priority (Low, Medium, High, Urgent), preventing pipeline leakage. Lead progresses through CRM Kanban stages.
Leads Inbox & Social CRM FAQ
Ready to convert your social media chats into CRM leads?
Join 500+ growth-focused companies managing WhatsApp, Facebook Messenger, and Instagram in Smart Business 360.