# The omnichannel inbox that your team never abandons.

URL: https://www.elocuenti.com/en/omnichannel-inbox

An omnichannel inbox brings the conversations from WhatsApp, Instagram, Messenger and calls into one place, with each customer's history and profile right beside it. In Elocuenti the AI replies automatically, suggests answers to your rep or leaves it all to your team, depending on the conversation.

## What the Elocuenti omnichannel inbox brings

- **Every channel in one place** WhatsApp, Instagram, Messenger and calls in the same inbox, with the same customer history.
- **Three AI modes per conversation** Automatic, with suggestions for your rep, or manual: you pick the mode for each chat.
- **The customer profile right beside it** Their value, their favorite products and whether they're due for a repurchase, visible as you chat.
- **Filters to find what's urgent** Escalated, unread, unanswered, in follow-up, mine, unassigned, by pipeline and stage.
- **Quick replies and templates** With files and variables, suggested by stage, plus WhatsApp forms.
- **Orders and payment from the conversation** Build the order and charge the customer without leaving the chat.

## How the omnichannel inbox works

- **The customer writes or calls.** On WhatsApp, Instagram, Messenger or by phone: it all lands in the same inbox.
- **It shows up with their history.** Right beside the customer profile: their value, their favorites and what stage they're in.
- **Your team or the AI replies.** Automatic, with copilot suggestions or by hand, depending on what you pick for that conversation.
- **It gets solved and logged.** Notes, tags and assignment, with the full history ready for whoever picks up the case.

## Traditional inbox vs AI-powered omnichannel inbox

A traditional inbox stacks channels without connecting them. The AI-powered omnichannel inbox leaves them on one profile per customer.

| Aspect | Traditional inbox | AI-powered omnichannel inbox |
| --- | --- | --- |
| Channels | One per tool, not connected to each other | WhatsApp, Instagram, Messenger and calls together |
| Customer history | Pieced together across several screens | One profile, right beside the conversation |
| Who replies | Always a person | Automatic, copilot or manual, your choice |
| Finding what's urgent | Check chat by chat | Filters by status, rep, pipeline and stage |
| Closing a sale | Switch to another tool to charge | Order and payment from the same conversation |

## Control by rep and by team

- **Permissions per rep** Each person only sees the conversations and pipelines you assign them.
- **Team availability** You know who's available before assigning a conversation.
- **Full history** Internal notes, tags and every past message, ready for whoever picks up the case.
- **Internal notes and tags** Leave context for your team the customer never sees, and classify every conversation.
- **Attachments and reactions** Voice notes, images, documents and reactions, treated the same on every channel.
- **Forms inside the inbox** The WhatsApp forms a customer fills in sit right next to the rest of the conversation.

## Why the 24- and 72-hour windows matter

WhatsApp gives you 24 hours to reply freely after the customer's last message, and 72 hours if it came from an ad. Past that, an approved template is required, and the inbox warns you before the window closes.

## Keep reading

- AI customer service: Cases, escalation and satisfaction surveys on the same inbox.
- WhatsApp CRM: The pipeline and customer profile that feed the inbox.
- Messenger chatbot: The Facebook channel, in the same inbox as WhatsApp and Instagram.

## Frequently asked questions about the omnichannel inbox

- **What is an omnichannel inbox?** It's an inbox that brings conversations from several channels, like WhatsApp, Instagram and Messenger, into one place with a single history per customer.
- **What is omnichannel conversational AI?** AI that talks with customers on every channel from one place and with one history per customer. In Elocuenti the AI agent answers on each channel, and your team steps in from this inbox whenever it's needed.
- **Can I let the AI reply on its own in some chats but not others?** Yes. You pick the mode per conversation: automatic, suggestions for your rep, or fully manual.
- **How do I stop two reps from answering the same chat?** With assignment, transfer and per-rep permissions, every conversation has a clear owner at all times.
- **Does the inbox also handle calls?** Yes. AI calls show up in their own tab, with the same customer profile and history.
- **Can I see my team's availability before assigning a conversation?** Yes. The inbox shows who's available, so you assign or transfer without guessing.
- **Does it connect to my ERP, store or CRM?** Shopify, HubSpot, Yango Fleet, Alegra and Siigo connect natively. Any other system you already use connects too, and the agent queries it in real time.
- **What happens when the AI can't answer?** It says so and hands the conversation to someone on your team with full context. Then the question goes into self-learning so there's an answer next time.