UNIFIED INBOX / CONVERSATIONS

ACCESSING THE UNIFIED INBOX

• From your REBEL ONE dashboard, click Conversations in the left-hand menu.

• You’ll see a list of all recent conversations, sorted by most recent activity.

• Use the search bar to quickly find a customer by name, phone number, or email.

CONNECTING YOUR CHANNELS

To receive messages from all platforms, you must connect each channel to REBEL ONE.

Steps to Connect:

• Go to Settings > Integrations.

• Connect:

  • SMS/Phone – via Twilio (already set up during onboarding for most users).

  • Email – Gmail, Outlook, or other email providers.

  • Facebook & Instagram – connect your Facebook Page; Instagram DMs will link automatically.

  • Google Business Messages – allows customers to message you directly from your Google listing.

• Grant all requested permissions.

REPLYING TO MESSAGES

• Click on a conversation in the left panel to view the full history.

• Type your response in the message box and choose the channel if applicable.

• You can attach files, images, or links.

• All replies will be sent through the same channel the customer used to contact you.

USING TEMPLATES & SNIPPETS

Save time by using pre-written responses for common questions.

• Go to Settings > Templates to create reusable messages.

• Insert a template directly into a conversation by selecting it from the template icon in the message bar.

ASSIGNING & TRACKING CONVERSATIONS

If multiple team members manage the inbox:

• Assign conversations to a specific user.

• Add notes visible only to your team.

• Mark conversations as closed when resolved

BEST PRACTICES

• Check the Unified Inbox at least twice a day to ensure no messages are missed.

• Respond to Google Business Messages and Facebook/Instagram DMs within 24 hours for best customer experience.

• Use templates for efficiency, but personalize your responses for higher engagement.

• Keep communication professional and friendly — these messages are a direct reflection of your brand.

CONCLUSION — WHY IT MATTERS

Today’s customers expect quick and convenient communication. If they message you on Facebook, Instagram, Google, or by text and don’t hear back quickly, they’ll often move on to another restaurant.

The Unified Inbox in REBEL ONE ensures you never miss a message, no matter where it comes from. By centralizing all communication in one place, you can:

• Respond faster — reducing lost sales from delayed replies.

• Increase customer satisfaction — making guests feel valued and heard.

• Track every conversation — with a complete history for each customer.

• Save time — no need to switch between multiple apps or accounts.

In short, the Unified Inbox helps you deliver better service, build stronger relationships, and turn more inquiries into paying customers.