Multi-Channel Inbox
Every channel, one queue, one conversation history.
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Overview
What Multi-Channel Inbox does
Digital channels tend to arrive one tool at a time: a shared mailbox, a chat widget, a messaging account on someone’s phone. Multi-Channel Inbox consolidates them into one queue with real routing, ownership and service-level visibility.
Agents work conversations rather than messages. The thread keeps the full history across channels, so a customer who wrote by email yesterday and messaged today is one conversation, not two tickets.
- Unified digital workspace
- Routing & assignment rules
- Full conversation history
Key Benefits
Why operations adopt it
Nothing waits in a shared mailbox
Every conversation has an owner, a status and a response target that supervisors can see.
Context travels with the customer
Previous conversations, channels and outcomes are visible before the agent replies.
Consistent quality on digital
Approved response templates and knowledge keep written answers as controlled as voice.
Digital service levels you can report
First response and resolution times measured per channel, queue and team.
Capabilities
Capabilities
Configured by your own administrators — not hard-coded into the application.
Unified conversation view
One thread per customer across every connected channel, with full history.
Channel connectors
Email, web chat and messaging channels attached through the connector layer.
Routing rules
Distribute conversations by queue, skill, language, client or business hours.
Assignment and ownership
Automatic or manual assignment, transfers, and escalation with a clear owner at all times.
Response templates
Approved snippets and full replies with variables, organised per team and language.
Internal notes and mentions
Collaborate on a conversation without exposing internal discussion to the customer.
Business hours and auto-replies
Per-queue schedules with configurable acknowledgements outside working hours.
Digital service levels
First response, resolution and reopen rates per channel and queue.
Attachment handling
Receive and send files with type and size controls applied per tenant.
Use Cases
Where it is used
Replacing a shared mailbox
Turn an unmanaged inbox into a measured queue with ownership, targets and reporting.
Adding digital to a voice operation
Introduce digital channels without replacing the voice platform already in production.
Multi-client digital support
Keep each client’s channels, teams and data separated inside one deployment.
Integrations
Connects with
Integration availability is confirmed for your environment before any commitment is made.
Send notifications, replies and reports through your own mail infrastructure.
Turn a mailbox into a managed queue inside Multi-Channel Inbox or IT Helpdesk.
Embeddable chat entry point routed into the digital queue.
Route WhatsApp Business conversations into the digital queue.
Telegram as an inbound digital channel.
Social messaging routed into the same agent workspace.
Every application exposes a documented REST API for reading and writing its own data.
Subscribe to events and receive signed outbound calls when something changes.
Federated sign-in against your corporate identity provider.
Authenticate users and synchronise directory attributes from an LDAP service.
Architecture
How it is built
This application runs as a multi-tenant SaaS product with its own data isolation, role model and API. It can operate entirely on its own, or exchange data with your existing systems through the connector layer.
Multi-tenant isolation
Each customer operates inside an isolated organisational environment. Data, users, configuration and reporting are scoped to a tenant at the application layer.
Role-based access control
Permissions are granted by role, and roles are scoped to the tenant, team and function that requires them.
API authentication and scoping
Integrations authenticate with issued credentials limited to specific endpoints and data, and can be revoked independently.
Related Products
Often deployed alongside
See Multi-Channel Inbox in a working environment.
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