How to Bring All Your Channels into One Inbox

Customers reach you wherever they are: a WhatsApp message, an Instagram DM, a comment on Facebook, an email or your website chat. With AI Smart Chat you answer all of them from one inbox, with one history for each customer.

Why one inbox helps

• Nobody misses a message because it came in on an app they were not watching.
• Your team sees the full conversation, even when the customer switches channels.
• Your AI assistant answers on every channel you choose, with the same knowledge.

Step 1: Connect your channels

Open Platform Connections in your workspace and connect the channels you use:

• Facebook Messenger and Instagram: step-by-step guide.
• WhatsApp: by QR code or the official Meta platform. Step-by-step guide.
• Telegram: your account or a bot. Step-by-step guide.
• Website chat: add the chat widget. Step-by-step guide.
• Email: connect Gmail, Outlook or your own email address so customer emails land in the same inbox.
• Online stores: connect Shopify, WordPress, WooCommerce and more, so product and order questions come with the right context.

Step 2: Check each channel

1. Send a test message on each channel from a personal account.
2. Open the Inbox. Each message shows a label for the channel it came from.
3. Reply from the Inbox and check that the answer arrives on the customer’s side.

Step 3: Let your AI assistant help everywhere

1. Open AI Training, then Deploy.
2. Turn on the channels where the assistant may answer.
3. Use roles if a channel needs different answers, for example a separate role for your website chat.

Tips

• Add channels one at a time and test each one before moving on.
• Use the same business facts everywhere, so customers get the same answer on every app.
• If another tool also answers on a channel, switch it off to avoid double replies.

Next steps

• Let AI answer with a human in the loop
• Reply to customers from the Inbox