A different inbox per channel
WhatsApp in one app, email in another, SMS somewhere else, with no shared record of who said what, where.
OMNICHANNEL MESSAGING · DUBAI
The channel a customer picks stops mattering
WhatsApp, Telegram, email, SMS and web chat arriving in one inbox with the full conversation history. A customer who messages on WhatsApp today and emails next week should not have to repeat themselves to whoever picks it up.
In build: our own omnichannel inbox, for Gigagrams, Varmont and Trust Load first. It is listed here as something we build, not as a finished client project.
THE RANGE OF PRACTICE
What separate tools look like, and what one inbox looks like
Described by behaviour, not by a score.
Some channels unified, others still separate
WhatsApp and email might flow into one place, but SMS or web chat still lives in its own disconnected tool.
Every channel, one conversation history
A customer's full history is visible regardless of which channel they used to reach out this time.
WHERE WE SIT
Built on the WhatsApp Business API
Messaging runs on the WhatsApp Business API, the same infrastructure behind the individual channel bots we build for WhatsApp and Telegram. Omnichannel messaging is the inbox layer above them, unifying every channel's history into one place for a human to see, including conversations a bot already handled.
STRAIGHT ANSWERS
Questions about omnichannel messaging
The ones that come up before anyone signs anything.
WhatsApp, Telegram, email, SMS and web chat arriving in one inbox with the full conversation history, rather than five separate tools a person has to check individually. The channel a customer chooses does not matter; the conversation and its history are the same either way.
A customer who messages on WhatsApp today and follows up by email next week should not have to repeat themselves. Without a shared history, whoever picks up the second message has no idea the first conversation happened at all.
No, it sits alongside them. The individual channel bots handle conversation on their own channel; omnichannel messaging is the inbox layer that brings every channel's conversations into one place for a human to see, including ones a bot has already handled.
Between
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