Omnichannel Team Inbox for WhatsApp, Instagram and More

An omnichannel inbox is a shared workspace that brings customer messages from WhatsApp, Instagram DMs, Facebook Messenger, website chat and email onto one screen. Your team no longer opens a separate app for each channel. They see every conversation in one list, know who is handling which message, and can reach a customer's earlier conversations in one place.

Which problems does it solve?

• Messages scattered across different phones, accounts and people
• Two people replying to the same customer separately, or nobody replying at all
• Conversation history lost when someone is on leave or leaves the company
• No view of how many messages arrive on each channel or how quickly they are answered
• The company WhatsApp account tied to one employee's personal phone

Which channels can be connected?

Most platforms support the WhatsApp Business Platform, Instagram, Messenger, web chat and email. Some add Telegram, SMS or phone calls. The channels you can connect depend on the chosen platform and on your accounts' eligibility. If needed, we handle WhatsApp Business API setup, the prerequisite on the WhatsApp side, in the same project.

What happens in a shared inbox?

• One conversation list: every message shows the icon of the channel it came from.
• Assignment: a conversation is assigned to a person or team, and everyone else can see who has it.
• Statuses: open, pending and resolved statuses make sure no conversation is forgotten.
• Internal notes: colleagues share information in notes the customer cannot see.
• Labels: conversations are sorted by topic, priority or customer type.
• Saved replies: common answers are added with one click.
• Customer history: the same person's conversations across channels appear together.

Choosing a platform

There are many shared inbox platforms. Some are simple tools for small teams, others are built for large support teams. We choose together based on your team size, the channels you use, how closely it must work with your CRM, whether you need a Turkish interface and your monthly budget. We are not tied to any vendor, and if your CRM's own inbox is enough we will not suggest a separate tool.

What we do during setup

1. Mapping your channels and how messages flow today
2. Choosing the platform and connecting the accounts
3. Defining teams, roles and permissions
4. Assignment rules, labels and saved replies
5. Greeting and out-of-hours messages
6. CRM connection (depending on scope)
7. Team training and working alongside you in the first weeks

Who is an omnichannel inbox for?

It suits any business where customer messages arrive on more than one channel and more than one person replies. Retail and e-commerce, hotels and travel agencies, clinics, schools and service companies use it most. An omnichannel inbox helps quickly when you suspect some messages go unanswered or cannot measure response times. A small business with few messages on a single channel may not need a separate platform, and we say so in the needs assessment.

Working with automation

The shared inbox is also the centre of your automation. A WhatsApp AI chatbot handles the first greeting and drops the conversation into the inbox when needed. Assignment rules move it to the right person, and reports link to customer records through CRM integration. The overall structure is on our WhatsApp automation page.