Agents juggling 4 different tools
Chat in one tab, email in another, SMS in a separate app, WhatsApp on a phone. Agents lose context, miss messages, and deliver inconsistent service.
Every Channel. One Inbox.
Chat, email, SMS, WhatsApp, and voice — all in a single unified inbox. Agents work one queue. Customers get consistent service. No more switching between tools or losing context between channels.
5+Channels unified
40%Reduction in agent handle time
0Context lost between channels
24/7AI coverage across all channels
Common Challenges
No shared conversation history across channels
A customer who chatted yesterday and emails today is a stranger. Without a unified history, every channel starts from zero.
Routing rules don't work across channels
Skills-based routing, queue assignments, and SLA tracking are impossible when conversations are spread across separate tools.
Paying for 4+ tools to do one job
Live chat platform + email helpdesk + SMS tool + WhatsApp business app = $500+/month before you hire a single agent.
Features
Live chat widget
Embed on any website. Fully branded. AI handles conversations 24/7 and escalates to humans when needed.
Email support
Inbound emails land directly in the shared inbox. Reply from the same interface. Full thread history visible.
SMS two-way messaging
Send and receive SMS through your Vapi number. AI can auto-reply or route to agents.
WhatsApp Business API
Connect your Meta Business account. Customers message you on WhatsApp, agents reply from the unified inbox.
AI voice calls
Inbound phone support powered by AI. Transcripts and recordings appear in the inbox. Escalate to human agents.
AI across every channel
The same AI — your knowledge base, your tone, your escalation rules — deployed consistently across all channels.
How We Compare
| Chat, email, SMS, WhatsApp, voice in one inbox | Yes |
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| AI works identically on every channel | Yes |
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| Unified conversation history across channels | Yes |
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| Skills-based routing across all channels | Yes |
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| Flat-rate pricing (no per-channel fees) | Yes |
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| SLA tracking across all channels | Yes |
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Frequently Asked Questions
Which channels are supported in the unified inbox?
Chat widget, email (Gmail or custom domain), SMS, WhatsApp Business API, and AI voice calls. All five channels route into one shared inbox with a unified conversation history.
Do agents need to switch between tabs or apps?
No. All channels surface in one queue. Agents pick up conversations regardless of channel from a single interface — the channel type is shown as a badge on each conversation card.
What happens when a customer contacts us on two different channels?
If the customer is identified by the same email or phone number, their conversations are linked to the same customer record. Agents see the full cross-channel history in the customer panel.
Does the AI work the same on all channels?
Yes. The same AI persona, knowledge base, escalation rules, and tone settings apply identically across chat, email, SMS, WhatsApp, and voice. No separate bot configuration per channel.
Can I set different SLAs per channel?
Yes. SLA targets are configurable per queue, and queues can be channel-specific. Set a 1-hour SLA for email and a 5-minute SLA for live chat in the same account.
How do I add a new channel?
Go to Settings → Channels. Each channel has a guided setup form — typically 2–5 minutes for chat and email, slightly longer for WhatsApp (requires Meta Business verification).
One Inbox to Rule Them All
Connect your first channel in under 5 minutes. No dev work required.
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