> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bubblav.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Omni-Channel Unified Inbox

> Manage all customer conversations across platforms in one place

Managing customer conversations across multiple platforms can be chaotic. BubblaV's **Unified Inbox** brings all messages from every channel into a single, streamlined dashboard.

<Note>
  Omni-channel support is available on **Pro** and **Turbo** plans.
</Note>

## 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

<Steps>
  <Step title="Connect Your Channels">
    Go to Integrations and connect Messenger, Discord, Slack, or other platforms
  </Step>

  <Step title="Messages Flow In">
    All incoming messages automatically appear in your Live Support dashboard
  </Step>

  <Step title="See Platform Context">
    Platform badges identify each message's source
  </Step>

  <Step title="Reply Once">
    Your response routes back to the customer's original platform automatically
  </Step>
</Steps>

***

## 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 |

Tickets are marked with a **Ticket** badge for easy identification.

### Smart Routing

When you reply to a message:

1. Your response is sent through the correct platform
2. The customer receives it in their original app (Messenger, Discord, etc.)
3. No manual platform switching needed

***

## Channel-Specific Features

### Website Widget

* Real-time visitor tracking
* Proactive chat initiation
* Customizable widget design

[Learn more about Widget Design →](/user-guide/widget-design)

### Facebook Messenger

* Two-way sync with Messenger
* Rich message support
* Quick replies and templates

[Setup Guide →](/user-guide/integrations/messenger)

### Discord

* Connect multiple servers
* Channel-specific monitoring
* Member context and roles

[Setup Guide →](/user-guide/integrations/discord)

### Slack

* Connect multiple workspaces
* Channel and DM support
* Thread context preserved

[Setup Guide →](/user-guide/integrations/slack)

***

## 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

<AccordionGroup>
  <Accordion title="Respond quickly regardless of channel">
    Customers expect fast responses everywhere. Aim for under 30 seconds on all platforms.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="Use AI Copilot for consistency">
    Copilot suggestions work across all channels, ensuring accurate and on-brand responses.
  </Accordion>

  <Accordion title="Hand off to the right channel">
    If a conversation needs to move (e.g., from public Discord to private ticket), use the escalate feature.
  </Accordion>

  <Accordion title="Monitor platform-specific quirks">
    Each platform has unique features (Discord threads, Slack workflows, Messenger quick replies). Learn them for better support.
  </Accordion>
</AccordionGroup>

***

## Plan Features

| Feature            | Pro | Turbo |
| ------------------ | --- | ----- |
| Omni-channel inbox | ✅   | ✅     |
| Platform count     | All | All   |
| Team members       | 3   | 10    |
| AI Copilot         | ✅   | ✅     |
| Customer context   | ✅   | ✅     |

***

## Next Steps

<CardGroup cols={2}>
  <Card title="Setup Discord" icon="discord" href="/user-guide/live-support/discord-setup">
    Connect your Discord server
  </Card>

  <Card title="Setup Slack" icon="slack" href="/user-guide/live-support/slack-setup">
    Connect your Slack workspace
  </Card>
</CardGroup>

<CardGroup cols={2}>
  <Card title="Online Visitors" icon="globe" href="/user-guide/live-support/online-visitors">
    Monitor website visitors in real-time
  </Card>

  <Card title="AI Copilot" icon="wand-magic-sparkles" href="/user-guide/live-support/copilot">
    Use AI to respond faster
  </Card>
</CardGroup>