Last updated: 2026-10-12

What is an omnichannel inbox?

An omnichannel inbox collects conversations from several messaging channels into one list, so the team doesn't jump between apps and customers aren't lost between channels.

Benefits

• One screen for WhatsApp, Instagram Direct and Messenger.
• Each conversation labeled by channel.
• The same owners, tags, notes and pipeline for every channel.
• Reports that count all channels together.

Channel rules still apply

Each channel keeps its own rules — for example, Instagram Direct and Messenger only allow replies within 24 hours of the customer's last message and don't have templates.

Keep reading