The unified inbox
One screen holding WhatsApp, SMS, Facebook, Instagram, X, TikTok comments, your website widget and your mailboxes, so your team replies from a single place.
Sending is half the story. The other half is what comes back: a reply to a campaign, a question on a post, a message to your Page, or a visitor typing into the widget on your site. Mersal's unified inbox gathers all of it into one screen, so your team does not open six apps to answer six customers.
What lands in the inbox
WhatsApp & SMS
Replies to your campaigns and live conversations. Every message sent from campaigns, the API or the panel joins the same thread instead of living alone in a send log.
Facebook & Instagram
Messages to your Pages and professional accounts, connected officially through Facebook Login and Business Login for Instagram.
X (Twitter) & TikTok
Official OAuth linking. TikTok is comments only — TikTok itself exposes no way to read or reply to direct messages.
Your website widget
Live chat on your own site from one install snippet. See the website chat widget.
Mailboxes
Gmail and Outlook with official sign-in, or any other provider with IMAP/SMTP details. See connecting mailboxes.
Accounts Manager app
Pair your phone by scanning one code and run your numbers and conversations from the app.
How conversations are organised
Every thread carries the identity of the channel it came from, because "thread 12" on WhatsApp and "thread 12" on Facebook are two unrelated things. In practice that means:
- One list ordered by most recent activity, with a channel marker on every thread.
- Filter by channel or by account when you want to focus on one network or one number.
- Search across message text on every channel at once.
Replying
A reply leaves on the same channel it arrived on, from the same account. The screen supports media and attachments wherever the channel itself allows them, and you can pull in saved templates while typing instead of rewriting the same answer every time.
Auto-replies work here too
Everything you configured in auto-replies and the bot runs inside the inbox: a welcome on a first conversation, keyword answers, and an away reply outside working hours — and the bot stands down the moment a human on your team steps in.
Pulling history from the handset
When you link a new WhatsApp number your inbox starts empty, while the old conversations sit on the phone itself. The Pull history button asks the linked device for what it holds, so your team starts with full context.
The pull is a relatively long job running on somebody's handset, which is why it is deliberately rate-limited: clicking twice does not fetch the result twice as fast.
Permissions and your team
The inbox works with team accounts: each member signs in as themselves, and what they see is governed by their permissions. That is the practical difference between a team sharing one phone and a team working on a platform.
Availability
The unified inbox and the social networks are part of the Social Media Manager add-on, enabled on an account from the add-on store or as part of a plan. WhatsApp and SMS conversations are available to anyone with a connected gateway.