Multichannel customer service software for a store
When customers write via WhatsApp, Instagram, and email at the same time, and each channel is in a different tab, some messages always end up getting lost.
A store that sells through various channels—its own website, Instagram, WhatsApp—receives customer questions on all of them, often at the same time. Managing each channel separately, in a different tab on your phone or computer, is where messages start getting lost: a question on Instagram goes unanswered because no one was looking at that tab at the moment.
The problem of not having a single view
Without a central point that brings all conversations together, each channel requires separate attention—and the team ends up deciding, often reactively, which channel to check first. This means the customer experience varies depending on the channel they chose, which shouldn't happen.
How WhatSMS centralizes this
The multichannel unified inbox gathers WhatsApp, Instagram, Email, Webchat, Telegram, and Messenger into a single inbox shared by the team, with a complete history per contact—regardless of which channel the conversation started on. This means that if a customer writes on Instagram first and then switches to WhatsApp, the team continues to see the full history without having to reconstruct the context.
Distributing conversations among the team
When there is more than one person responding, conversations can be distributed automatically, so no one is overwhelmed while someone else has less volume—and so that no message is forgotten due to not having a clear owner.
Automation where it makes sense
For recurring questions—opening hours, product availability, delivery times—the AI agent can automatically respond across any of these channels, maintaining consistency in the information provided, regardless of where the customer wrote. It is the same principle used in a WhatsApp chatbot for an online store, now applied to all channels simultaneously.
How to get started
Maintaining consistency across channels
A common mistake when channels are managed separately is giving different answers to the same question depending on the channel it arrives through. By centralizing information into a single knowledge base shared by all channels, the response remains consistent, regardless of whether the customer writes on WhatsApp, Instagram, or via email.
Reducing the team's learning curve
A single interface for all channels means the team only needs to learn how to use one system, instead of switching between several different tools depending on the channel each message arrives from.
The initial setup involves connecting each relevant channel to the platform—most take minutes to activate. You can test this for free with the free account, starting with one channel and expanding as it makes sense for your operation.
Frequently asked questions
How many channels can I centralize in a single inbox?
WhatsApp, Instagram, Email, Webchat, Telegram, and Messenger are all gathered in a single inbox shared by the team, with a complete history per contact, regardless of which channel the conversation started on.
If a customer switches channels mid-conversation, is the history lost?
No. If the customer writes on Instagram first and then switches to WhatsApp, the team continues to see the full history without having to manually reconstruct the context.
Are conversations distributed automatically among the team?
Yes, when there is more than one person responding, conversations can be automatically distributed so that no one is overwhelmed and no message is left without a clear owner.
Does the AI agent respond the same way across all channels?
Yes. By centralizing information into a single shared knowledge base, the response remains consistent regardless of whether the customer writes on WhatsApp, Instagram, or via email.
How long does it take to activate all channels?
Most channels take minutes to connect to the platform. You can start with a single channel and expand as it makes sense for your store's operations.