Omnichannel Team Inbox
One queue for every channel your customers actually use.
Your customers move between apps without thinking about it. Your team pays for that. The omnichannel team inbox pulls WhatsApp, Instagram, TikTok and Messenger into one queue, and keeps each customer's history in a single continuous thread — so an agent sees the whole story before typing a word.
TikTok
Messenger
Unassigned
Sales
Open conversations
148
Median first reply
2m 14s
Resolved today
312
Four apps, four versions of the customer
A lead messages your Instagram on Monday, replies to an ad on WhatsApp on Thursday, then asks about the same order in Messenger a week later. Three apps, three agents, and nobody holds the full picture. The customer repeats themselves, and two people answer at once.
What you get
One thread per customer
Messages from WhatsApp, Instagram, TikTok and Messenger merge into a single history on one contact record. Switch channel mid-conversation without losing context.
Reply on the channel they used
Agents work from one window, and the reply goes back out on whichever channel the customer wrote from. No copying text between apps.
Filters, tags and search
Slice the queue by channel, team, tag or status, and search across every past conversation from a single search bar.
Media kept with the conversation
Send and receive images, PDFs, location and voice notes. Everything is stored against the thread instead of living on an employee's phone.
How it works
- 1
Connect your channels
Link your WhatsApp Business number and your Instagram, TikTok and Messenger accounts from Settings in a few minutes.
- 2
Invite your team
Add agents, group them into teams, and decide who sees which channels and which conversations.
- 3
Start replying
New messages land in the shared queue, ready to be claimed, assigned to an owner, or handled by a bot first.
Frequently asked questions
Related features
Keep reading — these work closely with this one.
Bring every channel into one inbox
Connect your WhatsApp, Instagram, TikTok and Messenger accounts, and give your team one place to answer.