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Communication Hub

Every conversation, every channel, one inbox.

Unified inbox across every channel. Internal team chat. Customer conversations in one thread.

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How it connects

  • Inbox threads link to CRM contacts — full history visible from contact detail
  • Replies to email threads are sent out as email
  • New messages appear without refreshing the page
  • Teammates are notified when a thread is assigned to them

What you can do in Communication Hub.

Each area below describes the task it helps your team with and how it connects to the rest of Sentinel.

01

Unified Inbox

How it connects

Every inbox thread is linked to a CRM contact. Replies to email threads go out as email, and new replies show up in the inbox as they arrive.

Features

  • Switch between email, WhatsApp and SMS, or see all channels together
  • Filter conversations by whether they are open, closed or archived
  • Search the inbox, with a preview of the latest message in each thread
  • Start a new conversation with a contact by choosing the channel, subject and message
  • New messages appear without refreshing the page
  • Customer messages and your replies are shown as a clear back-and-forth
  • Assign a conversation to a teammate in a click
02

Internal Channels

How it connects

Internal channels are private to your company. Automation Engine workflows can post notifications into channels.

Features

  • Create public, private and announcement channels for your team
  • Join or leave a channel
  • Name a channel and describe it; you join the channels you create
  • Messages are grouped by sender so conversations are easy to follow
  • Non-members are invited to join before they post
  • Archive a channel when it is finished
  • See who is in each channel
03

Direct Messages

How it connects

Direct messages are private between teammates in your company, alongside shared channels and customer conversations.

Features

  • Open a private conversation with any teammate from the team directory
  • Full conversation history, with messages grouped by sender
  • Incoming messages are marked as read when you open the conversation
  • See your conversations, messages and unread count

How Communication Hub connects to the rest of Sentinel

Because every capability shares the same data, Communication Hub works better when the rest of your team is in Sentinel too.

CRM Engine

Every message pinned to the customer record.

Service Cloud

Threads escalate to tickets when priority changes.

Automation Engine

Auto-reply rules, out-of-hours handlers, escalation triggers.

Explore other modules

CRM EngineService CloudMarketing CloudCommerce & QuotingAnalytics & ReportingAI EngineAutomation EngineIntegration FrameworkDocument ManagementPlatform & CustomisationAdmin & Security
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