Channels and messaging
Omnichannel inbox
An omnichannel inbox is a single shared queue where messages from every connected channel arrive together, with one conversation thread and one contact record per customer.
Also calledshared inboxunified inboxteam inbox
The value is not the collection of channels, it is the single identity underneath them: a customer who asks on Instagram and follows up on WhatsApp should be one person with one history. Without that, an omnichannel inbox is several inboxes on one screen. Assignment, statuses, and internal notes are what make it usable by a team.
More in Channels and messaging
Worth knowing alongside it.
- Human handoff
- Human handoff is the point at which an automated conversation is passed to a person, along with the full context of what has been said so far.
- First response time
- First response time is how long a customer waits between sending a message and receiving the first meaningful reply from the business.