HVAC unified inbox software
One HVAC inbox for every customer conversation.
Calls, texts, email and web inquiries arrive in one shared workspace, connected to the customer, property and work your team already manages.
Email, SMS, web and phone are part of the current product surface. Marketplace connectors are being developed with design partners.
Book a demoWhat it is
Every conversation opens with the customer already in view.
HVAC unified inbox software brings calls, texts, email and web inquiries into a shared conversation linked to the customer and property. Office staff can assign the conversation, reply from the correct channel and create or continue the request without rebuilding the lead in another system.
Customer matching
Match the property before anyone rebuilds the lead.
The office connects the conversation to the operating record before it creates more work.
Identify the conversation
Start with the phone number, email address or submitted property details.
Find the customer and property
Connect the conversation to an existing record or create a new one.
Preserve the conversation
Keep the channel history, owner, status and customer context together.
Capture the next action
Create or continue a request, book an appointment or send the conversation to the appropriate person.
Customer and property context
The useful part of a shared inbox is what sits beside the reply.
A message gives the office a starting point. The linked customer and property give that message operational meaning, so the person replying can understand the service need before choosing a next step. That is what turns an HVAC shared inbox from a channel list into useful customer communication software.
- Customer and property: check who is contacting the office and which location needs service. A familiar phone number is a useful starting point, but the office still needs to confirm the property connected to this conversation.
- Equipment and agreements: view the longer-term customer context beside the conversation. Keep the reply grounded in the record the team already maintains instead of asking the customer to reconstruct the same background with every channel change.
- Open requests and appointments: see whether the customer is discussing existing work or asking for a new visit. Continue the relevant request when appropriate so a follow-up message does not become an unrelated piece of work.
- Ownership, labels and status: make it clear who is handling the conversation and what remains to be done. Shared visibility supports the handoff between office staff without making every message everyone’s responsibility.
- Matching needs judgment: connect the conversation to the relevant record manually or with assistance. The workflow should preserve source details and leave room for the office to resolve an uncertain match before proceeding.
- 1Channel
SMS Sarah Mitchell
Hi, the AC is running but the house isn’t cooling. Can someone take a look?
- 2MatchAssisted review
Office confirms the customer and property.
SMSarah Mitchell1842 Oak Street✓ - 3Conversation
Jamie · Service team
SMS reply stays with the reviewed record. - 4Request
REQ-1048 AC not cooling
Request created
From conversation to work
One record moves from the inbox to the board.
Each step has a distinct responsibility. The inbox keeps the conversation connected as the office captures the need, confirms an appointment and hands the resulting work to scheduling.
| Step | Responsibility | What carries forward |
|---|---|---|
| Inbox | Reply, assign an owner and identify the customer and property. | The original channel, conversation history and customer context remain available to the next person. |
| Request or job | Capture the service need or continue an existing piece of work. | The office has an operational record to review instead of a copied message in a separate tool. |
| Booking | A CSR or online booking adds a supported appointment option. | The confirmed time or arrival window becomes the customer promise the team must protect. |
| Scheduling and dispatch | Scheduling receives confirmed work; dispatch evaluates the technician assignment. | The conversation does not decide who should perform the job or change the operating plan by itself. |
Product status
Clear about what exists and what comes next.
Current product surface
- shared conversations, SMS/MMS, connected email, web inquiries, phone/voice activity, customer records, assignment, labels, statuses, requests, jobs, and appointments.
Design-partner scope
- native Angi and Thumbtack ingestion and marketplace-specific matching.
Connected front office
The channel changes. The customer record does not.
An inbox is one part of the front office. Use the connected feature for the decision it owns while keeping the conversation attached to the same customer and work.
Contact Center
Manage business numbers, keypad menus and routing before a CSR, voice agent or voicemail handles the call.
Voice Agents
Handle defined inbound and outbound conversations, then return a transcript and permitted outcome for office review or follow-up.
Online Booking
Qualify the address and show supported exact times or arrival windows before a customer confirms an appointment.
Scheduling
Place confirmed work on the shared calendar with skills, service areas, working hours and capacity in view.
Questions about HVAC unified inbox software
What is an HVAC unified inbox?
An HVAC unified inbox is a shared workspace for calls, texts, email and website inquiries. It connects each conversation to the relevant customer and property, allowing office staff to reply, assign ownership and create or continue service work without copying the lead into another system.
Is a unified inbox the same as an HVAC CRM?
No. A unified inbox manages customer conversations, while a CRM or customer record holds longer-term information such as properties, equipment, previous jobs and agreements. The useful connection is that the inbox displays this record beside the conversation instead of operating as a separate messaging tool.
Can an HVAC unified inbox combine calls, texts and email?
Yes, when those channels are connected to the same workspace. The inbox should preserve the original channel while associating the conversation with the relevant customer. Phone activity, SMS, email and web inquiries can then be managed without requiring the CSR to search several disconnected applications.
Do Angi and Thumbtack leads enter the unified inbox?
Native Angi and Thumbtack connectors are design-partner scope and should not be presented as generally available. The intended workflow is for marketplace leads to enter the same workspace as calls, texts, email and web inquiries, with their marketplace source remaining visible.
How does an inbox conversation become a scheduled HVAC job?
The office first connects the conversation to a customer and property, then captures the service need as a request or job. Online booking or a CSR can add an appointment window. Scheduling receives the confirmed work, while dispatch evaluates which technician should take it.
Product reviewed .
See the workflow
See one customer conversation become scheduled work.
Follow a conversation from its original channel to the customer and property, then through a request and supported appointment. See where the office confirms the match, assigns ownership and hands work to the schedule.