Omni-channel support is available on Pro and Turbo plans.
What is Unified Inbox?
Instead of switching between Facebook Messenger, Discord, Slack, and your website widget, the Unified Inbox consolidates everything into one interface. Respond to all customers from one place without losing context.Supported Channels
| Channel | Description |
|---|---|
| Website Widget | Visitors chatting on your website |
| Facebook Messenger | Customer conversations via Messenger |
| Discord | Support requests in Discord servers |
| Slack | Customer queries from connected Slack workspaces |
How It Works
Dashboard Features
Platform Badges
Every conversation card displays a badge showing its source:- Widget - Website visitor
- Messenger - Facebook user
- Discord - Server member
- Slack - Workspace user
Conversation Types
The Unified Inbox displays two types of items:| Type | Description |
|---|---|
| Conversations | Ongoing or past chat sessions |
| Tickets | Support tickets created from escalations or external platforms |
Smart Routing
When you reply to a message:- Your response is sent through the correct platform
- The customer receives it in their original app (Messenger, Discord, etc.)
- No manual platform switching needed
Channel-Specific Features
Website Widget
- Real-time visitor tracking
- Proactive chat initiation
- Customizable widget design
Facebook Messenger
- Two-way sync with Messenger
- Rich message support
- Quick replies and templates
Discord
- Connect multiple servers
- Channel-specific monitoring
- Member context and roles
Slack
- Connect multiple workspaces
- Channel and DM support
- Thread context preserved
Customer Context Across Channels
Regardless of where a customer messages from, you get:- Name and Profile - Platform-specific identity
- Conversation History - Past interactions across all channels
- Integration Data - Orders, tickets, and CRM info
- Current Activity - What page they’re browsing (for widget visitors)
Best Practices
Respond quickly regardless of channel
Respond quickly regardless of channel
Customers expect fast responses everywhere. Aim for under 30 seconds on all platforms.
Check the platform badge before responding
Check the platform badge before responding
Different platforms have different norms. A casual tone works for Discord, while Messenger users may expect a more professional approach.
Use AI Copilot for consistency
Use AI Copilot for consistency
Copilot suggestions work across all channels, ensuring accurate and on-brand responses.
Hand off to the right channel
Hand off to the right channel
If a conversation needs to move (e.g., from public Discord to private ticket), use the escalate feature.
Monitor platform-specific quirks
Monitor platform-specific quirks
Each platform has unique features (Discord threads, Slack workflows, Messenger quick replies). Learn them for better support.
Plan Features
| Feature | Pro | Turbo |
|---|---|---|
| Omni-channel inbox | ✅ | ✅ |
| Platform count | All | All |
| Team members | 3 | 10 |
| AI Copilot | ✅ | ✅ |
| Customer context | ✅ | ✅ |