OMNICHANNEL INBOX
Every customer channel, one conversation
WhatsApp Business API, Cloud and CoEx, Instagram, Facebook Messenger, LINE, Telegram and web chat land in one shared inbox, with a single timeline per customer whoever they wrote to last.
and web chat
Selin KayaIs the blue one back in stock?WhatsApp · 2m
Rosa DelgadoThanks, got the refund!Instagram · 1h
Kenji SatoOk let me check with the teamLINE · 3h
Nabil OsmanOrder #4411 confirmedMessenger · 1dOne thread per person rather than per app
A customer who messages on WhatsApp in March and Instagram in June is one record with one history. Whoever picks the thread up sees the orders, the refunds and what was promised last time.
Every channel in one shared inbox, with unread counts per teamCustomer history, records and files beside the conversationAssign, label, snooze and search across all channels at onceBlocked senders and spam kept out of the queueYour team and your agents share one reply box
An agent reads what came in, files it against the right record and writes the first draft. A person reads the draft and sends it, edits it, or takes over entirely.
Drafts are grounded in your records, not inventedNothing goes out without the approval you configuredExpired WhatsApp windows handled with approved templatesRosa DelgadoINSTAGRAMorder #4411
read from refund tracker · row 118Everything the inbox does
Type "/" in any composer to pull a canned response. Kept in settings, not in people's heads.
Broadcast to a recipient list with approved templates and delivery tracking.
Rules decide who picks a thread up, and what happens when nobody does.
Search every channel at once, filter by label, owner or state.
Counts per team and per person, so nothing sits unowned.
Volumes, response times and what goes unanswered, from the same data.
Hestiathinking · 6sStopAsk an agent about the customer in front of you
An agent in the inbox reads the whole relationship, not just the message. Ask what was promised, what is outstanding or why a refund stalled, and it answers from the records with the row it read.
Answers cite the order, claim or call they came fromTell it to file, tag, escalate or draft the replyAnything it sends is bounded by the authority you gave itWhatsApp Business APIWhatsApp Cloud and CoExInstagram directFacebook MessengerLINE and TelegramWeb chat widgetShared team inboxAssignment and ownershipLabels, filters and searchCanned responsesBroadcast campaignsBlocked sendersCommon questions
You can connect one you already have, or use QR sync and CoEx to start from the number your team already answers.
The composer switches to approved templates and tells you which ones are available, so the follow-up still goes out cleanly.
Only if you allow it. By default an agent drafts and a person sends, and the authority matrix decides which agents may do more.
Video calls & recordings
Bases
Mini apps
Team mail and calendars
Data warehouse
Docs, decks & drive
Put every channel in one inbox this afternoon
Connect one channel, watch an agent draft its first reply, then add the rest.