cpaas.coThe CPaaS Community
Join

Use case

One inbox for scattered channels

Bring WhatsApp, email, social messages and web chat into one shared place.

Find providers for this Browse all 15

Many businesses answer customers on several phones, social accounts and mailboxes, so messages get missed and nobody sees the full history. A shared inbox gathers every channel in one place, lets a team divide the work and keeps each customer's conversations together. The hard part is recognising that the same person wrote on two different channels.

What matters when choosing

  • Official connections to each channel you use, including WhatsApp, Instagram, Messenger, email and web chat.
  • Shared team access with assignment, internal notes and mentions.
  • Merging of contacts across channels, with an easy way to undo a wrong match.
  • Mobile apps for staff who are not at a desk.
  • Predictable pricing per user or per conversation.

Questions to ask providers

  1. How do you decide that two conversations belong to the same customer, and can we correct it?
  2. Can we keep our existing WhatsApp number and social accounts when we move to you?
  3. What happens to our conversation history if we leave?

Common mistakes

  • Connecting a channel through an unofficial method that can get the number banned.
  • Assuming 'omnichannel' means one view of the customer; many tools only place separate threads side by side.
  • Not agreeing who owns which conversations, so customers get two answers or none.

Typical channels: WhatsApp Instagram Messenger Email Web chat & booking page Telegram SMS Viber

Listings that fit (15)

Sharpen with your details →

Ranked by the same engine as Find providers, on this alone. Add your market and channels to sharpen it.

  • ZendeskSolves: One inbox for scattered channels
    Strong match100
  • Bird (formerly MessageBird)Solves: One inbox for scattered channels
    Strong match100
  • IntercomSolves: One inbox for scattered channels
    Strong match100
  • respond.ioSolves: One inbox for scattered channels
    Strong match100
  • TrengoSolves: One inbox for scattered channels
    Strong match100
  • A2P NetworkSolves: One inbox for scattered channels
    Strong match100