01
Messages arrive across five channels and the team misses conversations.
Every conversation in one place
Customer Communication Hub
Customer Communication Hub brings SMS, email, phone calls, web chat, and social messages into a single inbox — with each conversation linked to the right CRM record, assigned to the right team member, and visible across the whole team.
Unified inbox
4 channelsSMS9:42 am
Marcus T.
Still waiting on that quote
EmailYesterday
Rivera, A.
Re: Follow-up from last week
ChatNow
New visitor
AI handling · Do you offer…
Call11:02 am
+1 (512) 555-0198
Missed · Text-back sent
ALL HISTORY LOGGED TO CRM
Why it keeps happening
Customer messages arrive across SMS, email, phone, web chat, and social, and the team switches between tools to respond while losing thread history.
02
There is no shared record of what was said to each customer across channels.
03
Response times are slow because messages sit in separate inboxes nobody checks.
04
Ownership of customer conversations is unclear so multiple people reply or no one does.
05
New team members have no context when picking up an existing customer thread.
What the data says
89%
of customers have switched to a competitor after a poor customer service experience.
One missed message in the wrong place can end the relationship, and the customer rarely explains why they left.
The solution
Every channel (SMS, email, calls, web chat, social) feeds into a single inbox, linked to the right CRM record, with each conversation owned and visible to the whole team.
Each step runs on RBNL CRM.
01
Intelligent Communications
Message arrives via any channel
A customer sends a text, email, social message, or starts a web chat, all routed automatically to the unified inbox.
02
Intelligent Communications
Appears in unified inbox
The message surfaces in the unified inbox alongside every other channel so the team sees it in one place.
03
Workflow Automations
Assigned to correct team member
The conversation is routed to the right team member based on channel, contact type, or team rules.
04
Intelligent Communications
Two-way conversation handled in one place
The assigned team member replies directly from the unified inbox using two-way SMS, email, or the relevant channel without switching tools.
05
Pipeline Management
Conversation history logged against CRM contact
The full conversation is logged against the correct CRM contact record so context is preserved for every future interaction.
What's included
INCLUDES
Intelligent Communications
Centralizes SMS, email, web chat, calls, and social messages in one inbox with full conversation threading.
View product →INCLUDES
Pipeline Management
Links every conversation to the correct contact record so the team has full history before they respond.
View product →INCLUDES
Workflow Automations
Routes incoming messages to the right team member and triggers follow-up tasks based on conversation status.
View product →Direct impact
What changes when this is in place.
01
No message falls through the cracks regardless of which channel it arrives on.
02
The team responds from one place instead of juggling five separate tools.
03
Every conversation is logged against the right contact record automatically.
04
Response times improve because messages are visible and owned from the moment they arrive.
Get started
Ready to build a customer communication hub system?
Tell us what is breaking down today and what outcome the team needs to see.