Every conversation lands in one queue, whoever started it.
WhatsApp, Instagram, Facebook, Telegram, email, and webchat arrive as conversations with the customer already attached. One inbox, one assignment rule, one history — no forwarding screenshots between teams.
Channels brings every customer conversation into one queue, and Omni Connector is the layer that connects new channels without rewriting the inbox.
Agents see who the customer is, what was agreed last time, and which channel the message arrived on — regardless of whether it came from WhatsApp, email, or a web widget.
- 6Channel families handled by the same inbox: WhatsApp, Instagram, Facebook, Telegram, email, webchat
- 1Conversation history per customer, shared across channels
- 0Screenshots forwarded between teams to explain a case
One inbox, six channel families, no parallel spreadsheets.
Each channel arrives through its own driver — Meta for WhatsApp, Instagram, and Facebook, plus Telegram, email, and the webchat widget. The conversation is normalised before it reaches the agent, so a reply sent from the inbox goes back out through the channel it came from.
- Drivers per channel family, configured from the admin screen rather than code
- Conversation thread preserved across channel switches by the same customer
- Attachments, templates, and delivery status visible in the thread
Assignment rules that the team can read and change.
Conversations are assigned by channel, by keyword, by working hours, or to a named agent group. Unanswered conversations escalate instead of sitting quietly, and the supervisor sees the backlog rather than asking for a status update.
- Round-robin and skill-based assignment across agent groups
- Business-hour rules with after-hours auto-reply
- Escalation when the first response window is missed
| # | Subjek | SLA |
|---|---|---|
| 1841 | Gagal login aplikasi | 2 jam |
| 1842 | Permintaan reset kata sandi | Selesai |
| 1843 | Invoice belum diterima | Hari ini |
The routine answers itself, the exceptions reach a human.
Workflow rules trigger on the incoming event: send a template, create a ticket, tag the contact, or notify a channel. Everything the rule did is written into the conversation history, so the agent reads what already happened instead of repeating it.
- Event-driven rules on inbound messages and status changes
- Template replies for the questions that repeat every day
- Every automated action logged in the thread with its trigger
What omnichannel actually covers
Unified inbox
All channels in one queue with customer context attached.
Contact identity
One customer record, matched across channels instead of duplicated.
Assignment
Agent groups, round robin, skills, and working-hour rules.
Templates
Reusable replies per channel, with approval state where the channel requires it.
Automation
Event-driven rules that reply, tag, create tickets, or notify.
Reporting
First response time, resolution time, and backlog per channel and per agent.
How a rollout looks
Start with the channel that hurts most. Add the others once the queue is honest.
WhatsApp first in most teams: sender, templates, working hours.
Who owns which conversation, and what happens after hours.
Templates and rules for the questions that arrive every day.
Backlog, first response, and the top three reasons people write in.
Questions teams ask first
Do agents need a separate app per channel?
No. Agents work from one inbox; the channel is a property of the conversation, not a separate workspace.
Can we keep our existing WhatsApp number?
Yes, if the number is eligible for the WhatsApp Business API. Otherwise a new number is provisioned and the old one forwards.
What happens outside working hours?
The auto-reply answers, the conversation stays queued, and the backlog is visible to the supervisor the next morning.
Is the history kept when a customer switches channel?
Yes, provided the identity is matched. The contact record links the conversations, so the agent sees the earlier thread.
Consolidate your channels.
List the channels you use today and the team that answers them. We map the routing and show what the agent screen will look like.