01
Unified conversation stream
WhatsApp, Instagram, Facebook, and Web chat all land in one queue so no message is missed regardless of channel.
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Omnichannel Inbox
One inbox for WhatsApp, Instagram, Facebook, and Web chat.
Bring every customer conversation into a single shared queue with assignment, SLA visibility, internal notes, and fast team collaboration across channels.
Best forSupport and CX teams handling multi-channel message volume
4Built-in capabilities
4Native integrations
3Measured outcomes
Capabilities
What Omnichannel Inbox can do
02
Agent assignment and SLAs
Assign conversations manually or via routing rules, then track first-response and resolution SLA per agent and team.
03
Internal notes and tags
Leave private notes and apply tags on any conversation — visible to your team but never to the customer.
04
Escalation with full context
Hand off or escalate conversations while preserving the complete message history so the next agent never starts cold.
Process
How it works
01
Connect WhatsApp, Instagram, and Facebook channels through Meta
02
Route and assign incoming conversations by channel, team, or keyword rules
03
Resolve with AI-assisted replies or human agents — hand off with full context intact
Integrations
Works alongside the tools your team already uses.
WhatsAppInstagramFacebookWeb Chat
Expected Outcomes
What teams typically see after going live.
- Faster first response times across all channels
- Fewer missed or orphaned conversations
- Cleaner team coordination with ownership and SLA visibility
FAQ
Common questions
Can I assign chats to specific agents?
Yes. Assign manually or configure routing rules to distribute conversations by channel, keyword, or load.
Does conversation history stay visible after handoff?
Yes. Every agent sees full context, tags, and previous replies in the same thread regardless of who handled it before.
Ready to launch Omnichannel Inbox?
Book a live walkthrough and we will map this product to your channels, team, and growth goals.