Inbox
Omnichannel inbox
Web chat, email, WhatsApp, Instagram, Telegram and your mobile app — one queue, one history, one place to work. Bots skim the routine off every channel, and whatever needs a person lands in a single inbox instead of six tabs.
What one queue changes about the workday
Channels in the same queue
- Website chat
- Instagram DM
- Telegram
- In-app chat on mobile
- channels flowing into one shared queue
- 6
- per customer, whichever channel they choose
- 1 thread
- typical first reply when a bot is on shift
- Seconds
- to move over with the migration wizard
- 1 weekend
Switching tools without the scary part
Day 1 — connect the channels
Plug in web chat, email and your messengers with guided setup — each takes minutes, and every connected channel starts flowing into the queue immediately.
First weekend — migrate history
The migration wizard carries conversations and contacts over from your old helpdesk tool while nobody is working. Monday starts in one inbox, history included.
Week 1 — the team settles in
Agents work one queue instead of six tabs; assignments and notes replace the 'who has this?' messages. The old tools stay readable until you are sure — most teams stop opening them within days.
Week 2 — bots take their lanes
With everything in one place, put the first bots on shift. From here the queue your people see is already filtered: routine gone, exceptions summarized and sorted.
Frequently asked questions
- We already manage with a shared email inbox. Why change?
- Shared inboxes work until customers stop being only on email — and they have. Questions now arrive on chat, WhatsApp and Instagram, and every extra place is another tab to forget. One queue ends the checking; the bots then remove the routine entirely, which a shared inbox can never do.
- Do my agents need to learn six different tools?
- The opposite — they stop juggling the tools they already have. Everything looks like one conversation list; the channel is just a small icon on the thread. New teammates learn one interface, and the reply box works the same whether the answer travels by email or messenger.
- Can a customer start on chat and continue by email?
- Yes, and it stays one thread. Botdesk recognizes the customer across channels, so the story continues instead of restarting. Your reply goes out through whichever channel they used last — no 'as discussed in our other conversation' emails.
- What happens to years of tickets in our current tool?
- The migration wizard brings conversations and contacts across — typically over a single weekend, without interrupting your team. Old context arrives attached to the right customers, so day one in Botdesk starts with memory, not amnesia.
- Is Instagram or WhatsApp support really workable at business scale?
- It is once messengers stop being someone's phone duty. In the shared queue, messenger threads get the same assignments, notes, bots and escalation rules as email — and the night-shift bot answers them at hours when nobody used to.