What engagement features are included in the free Foundation plan vs. the Pro plan?

Foundation ($0/user/month) includes unlimited web chat, AI chatbot, visitor forms, and thread assignment. Pro ($16/user/month) adds two-way SMS (150 free messages/user), SMS automation, WhatsApp, Facebook Messenger, and Instagram DMs. Pro requires an active Nutshell Sales subscription.

Can I use my existing business phone number for SMS, or do I need a new one?

You'll need a new local phone number provided by Nutshell. During setup, you'll choose from available numbers in your area code. The number is company-wide, so your whole team shares it. You can forward incoming calls to your existing number.

Do chat and SMS conversations automatically sync with contact records in my CRM?

Yes. All chat, SMS, and social media conversations automatically log to the correct Person, Company, or Lead timeline in Nutshell. Every message is saved and accessible from contact records, so your team always has complete conversation history without manual data entry.

Can I assign different team members to handle chat vs. SMS vs. social media conversations?

Yes. Admins can assign conversations to specific team members or set up automatic assignment rules (like round-robin) for each channel. You can also leave messages unassigned for self-assignment. All assignments are managed from your unified Engagement Inbox.

What integrations work with Nutshell Engagement features?

Nutshell Engagement integrates with Facebook Messenger, Instagram DMs, and WhatsApp Business (Pro plan). The broader Nutshell platform connects with 1,000+ apps through the App Marketplace, including HubSpot, Slack, Zapier, Google Workspace, Microsoft Outlook, and Salesforce for comprehensive workflow automation.

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Engagement Features

Streamline lead and customer engagement with Nutshell’s

CRM Engagement Suite Features

With Nutshell’s Engagement Suite features, you can:

Connect with customers and leads at every touch point via text and messaging apps
Turn website visitors into leads with customizable Web chat and AI chatbot widgets
Send and receive text messages from customers and leads with Nutshell SMS
Initiate automated text messaging when a lead moves to a specific pipeline stage
View, assign, and manage SMS and chat threads with your team

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Providing intuitive CRM solutions since 2009

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CRM features that boost your engagement effectiveness

Web Chat

Allow website visitors to start chatting with your team directly from your customized chat widget so you can meet their needs and open more opportunities.

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SMS

Send, receive and manage text messages with contacts through Nutshell SMS.

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Messaging Apps

Manage conversations with leads and customers across Facebook Messenger and Instagram DMs—all without leaving your CRM.

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Free Customer Support

Connect with our world-class support team to get fast, friendly, and free support when needed.

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Security

We take the security and reliability of your data seriously. We partner with the industry’s most trusted infrastructure provider, Amazon Web Services.

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App Marketplace

Integrate Nutshell with the rest of your tech stack

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See Nutshell’s Sales Features

Explore the comprehensive selection of features available in Nutshell’s Sales Suite

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See Nutshell’s Marketing Features

Find out more about Nutshell’s extensive range of Marketing Suite features

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See all of Nutshell’s features

Discover the broad spectrum of features and tools available to Nutshell customers

Explore All Features

Nutshell can do more for your business!

Find out more about our Sales and Marketing Suite features designed to help you nurture leads and stay connected with your customers.

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Have a question? Need a volume discount? Send us a message or book a meeting with a Sales rep to start the conversation.

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FAQs

1. What engagement features are included in the free Foundation plan vs. the Pro plan?

Foundation ($0/user/month) includes unlimited web chat, AI chatbot, visitor forms, and thread assignment. Pro ($16/user/month) adds two-way SMS (150 free messages/user), SMS automation, WhatsApp, Facebook Messenger, and Instagram DMs. Pro requires an active Nutshell Sales subscription.
2. Can I use my existing business phone number for SMS, or do I need a new one?

You’ll need a new local phone number provided by Nutshell. During setup, you’ll choose from available numbers in your area code. The number is company-wide, so your whole team shares it. You can forward incoming calls to your existing number.
3. Do chat and SMS conversations automatically sync with contact records in my CRM?

Yes. All chat, SMS, and social media conversations automatically log to the correct Person, Company, or Lead timeline in Nutshell. Every message is saved and accessible from contact records, so your team always has complete conversation history without manual data entry.
4. Can I assign different team members to handle chat vs. SMS vs. social media conversations?

Yes. Admins can assign conversations to specific team members or set up automatic assignment rules (like round-robin) for each channel. You can also leave messages unassigned for self-assignment. All assignments are managed from your unified Engagement Inbox.
5. What integrations work with Nutshell Engagement features?

Nutshell Engagement integrates with Facebook Messenger, Instagram DMs, and WhatsApp Business (Pro plan). The broader Nutshell platform connects with 1,000+ apps through the App Marketplace, including HubSpot, Slack, Zapier, Google Workspace, Microsoft Outlook, and Salesforce for comprehensive workflow automation.