EnglishOne customer record
Every conversation ties to a single profile with full cross-channel history.
Social inbox
Every DM and comment in one shared inbox
Instagram, Messenger, WhatsApp, Telegram, LINE and more converge into a single team inbox — with one customer record, smart routing and AI-assisted replies.
Why it matters
Your customers message everywhere. Your team shouldn't have to.
A DM on Instagram, a comment on Facebook, a WhatsApp about the same order — spread across apps and logins. SMSLocal pulls every channel into one shared inbox with one customer record, so any teammate can pick up any conversation with full context.
Instagram & commentsDMs, story replies, post commentsMessenger & TelegramFacebook pages and group chatsWhatsApp & LINEBusiness numbers and templatesEvery other channelViber, Apple Messages, SMS
Unified inboxOne customer record
Every channel, one thread, full context.
- PPriyaIs the black one back in stock?
- DDanielAny update on order #4192?
- MMeiCan I change the delivery address?
- OOmarThanks — got it this morning!
Capabilities
One inbox, every conversation
Assignment & routing
Auto-route by channel, language or topic and assign an owner in a click.
Collision detection
See who is already viewing or typing, so two agents never reply at once.
AI-assist drafting
Draft an on-brand reply in a click, then edit and send — a human stays in control.
SLA timers & notes
Response timers, internal notes and canned replies keep threads moving on time.
How it works
Many channels in, one reply out
Connect your channels once and watch every conversation flow into a single, assignable queue.
01
Connect your channels
Link Instagram, Messenger, WhatsApp, Telegram, LINE and more in a few clicks — no dev work needed.
02
Everything lands in one inbox
Messages and comments merge into a single stream, each tied to one customer profile and history.
03
Assign & route
Rules send each conversation to the right person or team, with collision detection built in.
04
Reply once
Answer with AI-assist, templates and notes from one place — on whichever channel the customer used.
Why teams run social on SMSLocal
Built for the way support and community teams actually work across channels.
Instagram, Messenger, WhatsApp, Telegram, LINE, Viber and Apple Messages — one queue, one record, one reply.
Never miss a DM again
Every message and comment lands in one shared queue your whole team can watch and work.
@shared-inboxContext on every customer
One profile stitches Instagram, WhatsApp, Messenger and more into a single running history.
@one-recordNo more double replies
Assignment and collision detection keep two agents off the same conversation for good.
@smart-routingFaster, on-brand answers
AI-assist drafts the first reply; your team edits, approves and sends in seconds.
@ai-assistGet Started
Bring every conversation into one inbox
Connect your channels and give your team one shared, context-rich inbox — live in minutes.
Answers To Your Questions
Social media inbox — frequently asked questions
Instagram DMs and comments, Facebook Messenger and comments, WhatsApp, Telegram, LINE, Viber and Apple Messages — with more added over time.
Yes. Public comments and private messages from the same person can be tied to one customer record, so your team keeps full context in a single thread view.
Every conversation can be assigned, routed by rules and tracked with SLA timers — and collision detection stops two people replying at the same time.
It drafts an on-brand reply you can edit and send, and can suggest canned replies. A human always stays in control of what goes out.
Customers keep chatting in whichever app they prefer. Your team simply sees and answers everything from one shared inbox.