Channels

Unibox brings every customer channel into one timeline. Here’s how each channel works.

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Voice calls

Every inbound and outbound call is logged in Unibox automatically. What you see:

• Call recording with audio player and waveform
• Full transcript with speaker labels
• Call metadata: direction, duration, who handled it

You can play back the recording and read the full transcript directly in the timeline. Click the call to expand details.

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SMS

SMS conversations appear as chat bubbles in the timeline. Sending from Unibox:

• Pick which workspace phone number to send from
• Character counter tracks message length and segment count
• 160 characters per segment (GSM-7) or 70 characters (Unicode/emoji)
• Max 1,600 characters per message

Compliance: First-time messages to a contact include an opt-out footer automatically.

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Opt-out handling (TCPA)

Nedzo enforces SMS opt-outs per (contact, phone number). A contact opted out from one of your numbers is still reachable from another, but every outbound path — Unibox composer, the API, workflows, agent auto-replies, and bulk sends — is blocked once they’ve opted out from a given number. Inbound keywords that opt a contact out: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT Inbound keywords that re-opt a contact in: START, UNSTOP, YES Keyword matching is case-insensitive and ignores leading/trailing whitespace and punctuation. Carrier-level opt-outs (delivered via Telnyx webhooks) are honored the same way. In Unibox:

• The contact panel shows an Opted out badge on the contact’s phone number when an opt-out is on file. Hover for the source (keyword, carrier, or manual) and the date.
• The conversation list shows the same badge so operators can spot opted-out contacts before opening the thread.
• The composer’s send button is disabled with an explanation when the selected workspace number is blocked for that contact.

Manual override: Click the badge in the contact panel to opt the contact back in manually (records source manual). Use this only when you have explicit consent — opting a contact back in without their consent violates TCPA.

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Email

Email messages display as cards with From, To, and Subject headers. Sending from Unibox:

• Add one or more recipients in the “To:” field
• Subject is auto-filled as a reply to the existing thread
• Larger compose area for longer messages
• The sender you see depends on which setup routed the email in — see below

There are two ways email reaches Unibox, depending on how your workspace is set up: Email channel (plans on Nedzo’s current pricing) — Turning the channel on needs a current plan, but sending on a channel that is already provisioned does not. Forward your support inbox to your workspace’s intake address and conversations land in Unibox automatically, with the true original sender captured as the contact. Replies send from your workspace address by default, or from your own authenticated domain. Ned can auto-reply on these conversations like any other channel. Set up from Settings > Channels > Email — see Email channel. Per-agent inbound addresses (custom sending domain) — Inbound emails are routed to a chat agent by matching the recipient address against that agent’s own inbound address (chat_agents.inbound_email_local_part), and replies on those threads come from the agent’s inbound address so the customer sees a consistent sender across the whole thread. Requires a verified email domain in Settings > Integrations > Email — see Chat agents → Email channel for setup.

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Instagram

Instagram DMs sync to Unibox when you connect your Instagram Business or Creator account. What you see:

• Contact’s Instagram username
• Full DM history

Replying: Instagram enforces a 24-hour reply window. You can only respond within 24 hours of the customer’s last message. If the window expires, the send button is disabled. Requires: A connected Facebook Page with a linked Instagram account in Settings > Integrations > Instagram.

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Messenger

Facebook Messenger conversations sync to Unibox when you connect a Facebook Page. What you see:

• Contact’s Messenger name
• Facebook Page the conversation is on
• Full message history

Requires: A connected Facebook Page in Settings > Integrations > Instagram (Instagram and Messenger share the same Facebook connection).

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Web Agent

Web Agent conversations appear in Unibox when visitors interact with a chat or voice widget embedded on your website. What you see:

• Chat messages between the visitor and your AI agent
• The URL of the page the visitor was on when the conversation started
• Contact name (automatically extracted from the conversation)
• The agent’s name next to the channel, for example Chat · Website Agent, so you can tell your widgets apart

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Email follow-up for unanswered replies

Visitors often close the widget before a reply comes in. Nedzo emails them what they missed.

• When it sends: 10 minutes after the last reply in the chat, if the visitor hasn’t written since. Each new reply restarts the 10 minutes.
• What it holds: every reply since the visitor’s last message, from the AI agent or your team, in one email.
• How often: once per burst of replies. The next email can only go out after the visitor writes again.
• Replies thread back. When the visitor answers the email, the answer lands in the same conversation.
• No extra charge. The replies were already counted in the chat, so the email isn’t billed again.

It only sends when the visitor’s email is on the contact and your workspace has the Email channel set up. The email shows in the thread, so your team sees what went out. Requires: A web agent configured and embedded on your site. See Web Agent for setup.

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Attachments & media

Email, Instagram, Messenger, and WhatsApp conversations support images, video, and audio in both directions. Receiving: Incoming images, videos, and audio are stored and rendered inline in the timeline — images and video play in place, audio gets a player, and other files appear as download links. Sending: Use the paperclip in the composer to attach one or more files, preview them as chips, and send (with or without accompanying text). Attachments up to 16 MB are supported. SMS does not support media attachments — the composer has no paperclip on SMS, and attachments sent to an SMS thread are rejected.

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Unified timeline

When a contact has conversations across multiple channels, everything merges into one chronological timeline. A voice call from Monday, an SMS on Tuesday, and an Instagram DM on Wednesday all appear in order under the same contact. You pick which channel to reply through using the mode dropdown in the composer — the timeline always shows everything together.