Understanding the Dalil Unified Inbox

The Dalil Unified Inbox is the operational centre of your Sales Operating System.

Instead of switching between email clients, WhatsApp, LinkedIn, and CRM tools, Dalil 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 Dalil

Traditional CRMs require manual updates after conversations happen. Sales teams send messages in external tools and later try to document what happened.

Dalil works differently.

Conversations are the source of truth.

When you communicate with a contact through Dalil, the platform connects that interaction to the relevant Person, Company, or Opportunity record.

This means:

• Conversations attach to CRM records automatically once a contact is tracked
• New contacts become People records in one click (Add to people)
• Opportunities can be linked and pipeline stages updated directly from a conversation
• Tasks and notes can be created while replying

Instead of logging activity manually, Dalil 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 Dalil 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)

An All tab combines every channel into one stream. Each thread displays the channel it originated from, and you choose which connected sender account each tab uses.

The Unified Inbox layout

The inbox is designed to function as a daily workspace for sales teams, in a three-part layout:

1. Filters and conversation list

The left panel is where you find and prioritise conversations. It includes:

• Search across your conversations
• Sections that organise threads: All, Favourites, Synced (Not in People), Added to People, Groups, Archived, and Shared Threads
• Quick filters per account: pinned, unread, drafted, archived

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.

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 message templates and AI reply (see below)
• Actions on the thread: add to favourites, archive, mark read/unread, share with teammates, forward, add comments

3. Contact context

Alongside the conversation, Dalil shows the linked person's details with quick actions like Add Note and Add Task, plus controls to link the conversation to a pipeline or opportunity and update its stage without leaving the inbox.

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: create a Person record from the contact in one click
• Link the thread to an existing person
• Link a Pipeline / Opportunity and update its stage from the conversation

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
• Add the thread to a pipeline or move an opportunity's stage
• 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 consume AI credits (the cost is shown before you generate).

Combined with AI Reply Settings in sequences, which can auto-draft a reply whenever a campaign contact responds, this keeps response speed high without sacrificing quality.

Key outcome

The Dalil Unified Inbox transforms conversations into structured sales activity.

By centralising messaging across Email, WhatsApp, and LinkedIn and linking it directly to CRM records, Dalil 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.