Understanding the Vetta Unified Inbox
One list for your email, WhatsApp and LinkedIn conversations, connected to your CRM records, and what to check when a conversation is missing.
Updated October 25, 2026 · 11 min read
The Vetta Unified Inbox is the operational centre of your Sales Operating System.
Instead of switching between email clients, WhatsApp, LinkedIn, and CRM tools, Vetta centralises all conversations in one place and connects them directly to your CRM records.
Every message, reply, and interaction becomes part of your sales workflow. Conversations are not separate from the CRM; they are the starting point that creates and updates records, pipelines, tasks, and automation.
You'll find the Inbox in the sidebar, with a badge showing your total unread count.
Why conversations are the centre of Vetta
Traditional CRMs require manual updates after conversations happen. Sales teams send messages in external tools and later try to document what happened.
Vetta works differently.
Conversations are the source of truth.
Every conversation belongs to a Person record: the contact you are talking to. Through that person, the conversation connects to their Company and to any Opportunity or pipeline they are part of.
This means:
- A conversation shows on the person's record page as well as in the inbox
- Contacts who are not in your People database yet can be added in one click (Add to people)
- The lead's stage can be updated directly from a conversation
- Tasks and notes can be created while replying
Instead of logging activity manually, Vetta keeps your CRM accurate through real conversations.
Supported channels
The Unified Inbox aggregates conversations from your connected channels, each with its own tab:
- Email: send and receive email directly from Vetta once your account is connected (see Email & calendar integration)
- WhatsApp: manage WhatsApp conversations with prospects and customers (see WhatsApp CRM integration)
- LinkedIn: sync LinkedIn messaging so prospect conversations become part of your CRM workflow (see LinkedIn CRM integration)
- Sales Navigator: if your connected LinkedIn account has Sales Navigator, Vetta detects it and shows those conversations in their own tab (see Managing LinkedIn conversations)
Inbox · ChannelsAn All tab combines every channel into one stream. Each thread displays the channel it originated from. The account picker next to the search box lets you work from All accounts or from one connected account at a time: it lists your own accounts plus any account a teammate has shared with you.
After you connect an account, its history takes a while to come in, and the account shows Importing until it's done. LinkedIn and WhatsApp can take up to 8 hours for the first sync, and a mailbox's full scan usually finishes within 2 hours.
The Unified Inbox layout
The inbox is designed to function as a daily workspace for sales teams, in a three-part layout. The video below walks through it, from the channel tabs to changing a lead's stage.
Handling every reply from one list in the Inbox. Channel tabs narrow it to email, WhatsApp, LinkedIn or Sales Navigator, with sections for favourites, people not added yet, people already in your CRM, groups and unread. Each thread shows its sentiment, such as Interested or Info requested, and its sequence. Hover to pin, archive or add to People, use Search and the filter for pinned, unread or drafted, and change the stage in the header, like Meeting Set. Use it to learn the Inbox.
Transcript
Replies come in from email, LinkedIn and WhatsApp, and you shouldn't need three apps to keep up. Inbox puts every conversation in one list, and the channel tabs narrow it to email, WhatsApp, LinkedIn or Sales Navigator. Under them, sections split each channel: favourites, people you haven't added yet, people already in your CRM, groups and unread. Each thread shows its sentiment, like Interested or Info requested, and the sequence it came from. Hover a thread to pin it, archive it, or add the person to People. Search finds someone by name or email, and the filter keeps only what's pinned, unread or drafted. Open a conversation, and the header shows their company, their sequence and their stage. When things move, change the stage right here, like Meeting Set, and it's saved on their lead straight away. Every morning, Maya asks ChatGPT who is waiting on her. ChatGPT checks 86 conversations and finds twelve. Claude, ChatGPT or any assistant you connect to Vetta works on your real workspace, so ask this every morning, then give it a bigger job. In the Inbox, open the All tab and answer them yourself.
1. Filters and conversation list
The left panel is where you find and prioritise conversations. It includes:
- Search by name or email
- Sections that organise threads: All, Favourites, Synced (Not in People), Added to People, Groups, Unread, and Shared Threads
- Filters: the filter button keeps only threads that are pinned, archived, read, unread or drafted, and a sequence filter, a date filter and the Hide in-progress outbounds checkbox narrow the list further (see Using inbox filters, views, and collaboration)
Each thread in the list shows the contact's name and avatar, channel icon, last message preview, unread indicator, and timestamp, plus whether the contact is tracked in your People database. Threads from a sequence also show the sequence and a sentiment tag such as Interested or Info requested. Hover a thread to pin it, archive it, or add the person to People.
2. Conversation workspace
The centre shows the active conversation:
- The full message history in chronological order
- Attachments, voice notes, images, and files
- The reply composer, with AI reply (see below)
- Actions on the thread: add to favourites, archive, mark read/unread, share with teammates, forward, add comments
3. Contact context
The conversation header shows the contact's company, the sequence they came from, and their stage. Change the stage right there (for example to Meeting Set) and it is saved on their lead straight away. Alongside the conversation, Vetta shows the linked person's details with quick actions like Add Note and Add Task, plus the pipelines and opportunities the contact is already linked to.
Connecting conversations to CRM records
A core capability of the inbox is connecting conversations to CRM records; see the full guide in Linking conversations to CRM records.
From a conversation you can:
- Add to people: add the contact to your People database in one click
- See the pipelines and opportunities the contact is linked to
- Update the lead's stage from the conversation header
Once linked, the conversation becomes part of the record's activity timeline. This ensures that every interaction with a contact is visible in the CRM.
Turning conversations into sales actions
While reading or replying to a message, you can:
- Create a follow-up task or note for the contact
- Move the lead's stage when the conversation justifies it
- Share the thread with a teammate and discuss it in comments
- Start outreach: contacts in your People database can be enrolled in sequences
AI in the inbox
The reply composer includes AI reply: the agent reads the chat history and drafts an appropriate response. You can optionally steer it with tone, goal, or details, and attach business context files so drafts reflect your product and positioning. AI replies use AI credits, and the cost is shown before you generate.
Sequences add a second layer. When a lead in a sequence replies, Vetta classifies the reply (Interested, Info requested, Not now, Out of office, Wrong person, Not interested or Unsubscribe), moves the lead's stage, and shows the sentiment tag on the thread. If the sequence has AI Reply Settings turned on, Vetta also writes a draft answer and creates a task. The sentiment tag cannot be edited by hand yet.
AI replies are always drafts. Vetta never sends one on its own: a person reviews the draft, edits it if needed, and clicks Send. See Managing conversations.
Why a conversation is missing
Conversations live on person records. A one-to-one conversation shows in the inbox only when a person record exists for that contact, with their email address or LinkedIn URL on it, and you can see that record. Group threads show without one. When the person exists, the conversation is on their record page and in the inbox.
So an empty or patchy inbox usually means a setting is stopping records from being created, or a filter is hiding what is already there.
Finding out why the inbox looks empty after you connect an account. Hide in-progress outbounds is ticked by default, so people in a sequence who have not replied are hidden. Conversations live on a person's record, so the inbox fills only when that person exists with their email or LinkedIn URL; with Contact auto-creation on None or LinkedIn Sync on Selected, no records are created. Add the person, or let the account create them. If an account says Sync failed, choose Reconnect.
Transcript
You've connected an account but the inbox looks empty. Hide in-progress outbounds is ticked by default, so people in a sequence who haven't replied yet don't show here. Conversations live on a person's record, so the inbox only fills when that person is in your CRM with their email or LinkedIn URL. With Contact auto-creation on None, or LinkedIn Sync on Selected, no records get created for you, so there's nothing to show. Add the person with their email or LinkedIn URL and the conversation appears, or let the account create them. The next videos explain each option. If an account says Sync failed, choose Reconnect and you keep the same account.
Work through these in order:
- Hide in-progress outbounds is ticked. This checkbox in the conversation list panel is on by default, so people in a sequence who have not replied yet do not appear. Untick it to see every conversation, including outreach still in progress.
- Contact auto-creation is on None. On a mailbox, Contact auto-creation decides which people Vetta creates from your email: Sent and Received, Sent, or None. Emails only show in the inbox for people the mailbox created (with Contact auto-creation on) or people you added with that email address. With None, the mail is still stored, but a thread only shows once a person with that email address exists. Add the person yourself, or switch the mailbox to Sent or Sent and Received. See Email & calendar integration.
- Sync is on Selected. On LinkedIn and WhatsApp, Sync is Everything or Selected, and new LinkedIn accounts start on Selected. Selected only brings in conversations with people already in your CRM (for LinkedIn, with their LinkedIn URL on the record). Add the person with that URL, or switch Sync to Everything, which starts a background import of all your chats. Contacts created this way are untracked: they appear under Synced (Not in People) until you use Add to people. See LinkedIn CRM integration.
- The account shows Sync failed. In Settings › Core Integrations, each account shows Active, Importing, Sync failed or Deactivated. For a failed LinkedIn or WhatsApp account, open its three-dot menu and choose Reconnect: you sign the same account back in and keep its conversations and the sequences sending from it. Record pages such as People and Companies also show a reconnect prompt in their header. For a mailbox, follow the reconnect steps in Email & calendar integration.
- You are looking in the wrong place. Check the channel tab, the account picker, the section, and the filters (an archived thread only shows under Archived). A conversation on a teammate's account appears only if they shared the account or the conversation with you.
Message visibility is a separate setting. It decides what teammates can read of your conversations (everything, or only metadata), not which conversations come in.
Before changing any setting, open People and search for the contact. If their record exists but has no email or LinkedIn URL, adding the missing one is usually the quickest fix.
Common questions
Why is my inbox empty after I connected an account?
Usually a setting is stopping person records from being created, or a filter is hiding what is there. Check Hide in-progress outbounds, then the mailbox's Contact auto-creation (a new mailbox starts on None) and the LinkedIn or WhatsApp Sync mode (a new account starts on Selected). See Why a conversation is missing.
How long does the first import take after I connect an account?
LinkedIn and WhatsApp can take up to 8 hours, and a mailbox's full scan usually finishes within 2 hours. Emails only show for people Contact auto-creation created, or people added with their email. See Supported channels.
Why is one conversation missing when the others show?
A one-to-one conversation only shows when a person record exists for that contact, with their email address or LinkedIn URL on it, and you can see that record. Open People, find the contact, and add the missing email or URL to their record. See Why a conversation is missing.
Who can see my messages?
Only you, unless you share the account or a single conversation with a teammate. Message visibility decides how much teammates can read of your conversations on a contact's record (everything, or only metadata), and roles do not control the inbox. See Using inbox filters, views, and collaboration.
What's the difference between Everything and Selected?
Everything imports all your LinkedIn or WhatsApp chats in the background; contacts not in your CRM land under Synced (Not in People) until you add them. Selected only brings in conversations with people already in your CRM with their LinkedIn URL or number on the record. See LinkedIn CRM integration.
What does Contact auto-creation do?
On a mailbox, it decides which people Vetta creates from your email: Sent and Received, Sent, or None. Emails only show in the inbox for people the mailbox created or people added with that email, so with None the mail is still stored, but a thread only shows once a person with that email address exists. See Email & calendar integration.
How do I reconnect an account that shows Sync failed?
In Settings › Core Integrations, open the account's three-dot menu and choose Reconnect, then sign the same account back in. You keep its conversations and the sequences sending from it. See Why a conversation is missing.
Can I change a lead's stage without leaving the inbox?
Yes. The conversation header shows the lead's stage; change it there (for example to Meeting Set) and it's saved on the lead straight away. See Contact context.
Does Vetta send AI replies on its own?
No. AI replies are always drafts: a person reviews, edits if needed, and clicks Send. See AI in the inbox.
Key outcome
The Vetta Unified Inbox transforms conversations into structured sales activity.
By centralising messaging across Email, WhatsApp, and LinkedIn and linking it directly to CRM records, Vetta ensures that every interaction becomes part of your sales system.
Instead of updating the CRM after conversations, the CRM updates itself through the conversations your team already has.
Still stuck?
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