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Omnichannel Inbox icon, part of the Customer Suite by OrbisDigitals

Standalone solutionCustomer Suite

Omnichannel Inbox

Every customer message and call, from every platform, in one screen.

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Omnichannel Inbox
Brand MonitorWorks togetherAI Chat AgentBest togetherAI Call AgentWorks togetherCustom CRMWorks togetherAgent AssistBase for this add-on
  • Needs this first, or is the base for it
  • Best together
  • Works together

The challenge

Customers message on Instagram, Facebook, WhatsApp and the website, and they call. Teams answer from different apps and personal phones, conversations get lost, nobody sees the full history and managers can't measure service.

The solution

Omnichannel Inbox brings every conversation into one shared inbox. Each customer has one profile with their full history across channels. Messages are routed to the right person, and managers see response times and performance in real time.

What Omnichannel Inbox does for your business.

Who it's for

  • Businesses getting messages on several apps
  • Customer service and sales teams
  • Clinics, salons and restaurants
  • E-commerce and retail

  • No lost customers

    Every message from every channel lands in one place and gets answered.

  • Faster replies

    Smart routing and saved replies mean customers wait less.

  • One view of each customer

    See every past chat, call and order before you reply.

  • Service you can measure

    Response times, volumes and satisfaction per agent and channel.

How it works

From any channel to the right person.

  1. StartInstagram, Facebook and Messenger, WhatsApp, calls and website chat
  2. StepOne shared inbox
  3. AI stepMatched to the customer profile
  4. DecisionWho should answer?
    AI agent on
    1. AI stepAI Chat Agent replies
    Team
    1. Your teamRouted by topic, language or branch
  5. ResultConversation and history saved
  • Start
  • AI step
  • Step
  • Your team
  • Decision
  • Result

  • All channels

    Instagram, Facebook, Messenger, WhatsApp, calls, website chat, email and Google reviews.

  • One profile

    The same person on WhatsApp and Instagram is recognised as one customer.

  • Smart routing

    Rules send each conversation to the right team, language or branch.

  • AI ready

    Switch on the AI Chat Agent to answer first, any time of day.

Everything included

  • Shared inbox

    Every channel in one list, sorted by urgency.

  • Customer profiles

    Full history across every channel.

  • Routing rules

    Assign by topic, language, branch or workload.

  • Saved replies

    Templates in Arabic and English for common questions.

  • Notes and labels

    Internal notes, tags and mentions on any conversation.

  • Response targets

    Alerts when a customer has waited too long.

  • Live reports

    Volume, response time and satisfaction per agent and channel.

  • Mobile app

    Answer customers from anywhere.

Never leave a customer waitingResponse-time rules keep service on track.
New messageAssigned to an agentAnswered in time?
YesCustomer served
NoAlert to team leaderReassignedCustomer served

How businesses use it

  • Clinics and hospitals

    Booking requests from every app handled by one front-desk team.

  • Retail and e-commerce

    Order questions, returns and product enquiries in one place.

  • Restaurants

    Reservations and delivery questions from Instagram and WhatsApp.

  • Service companies

    Quotes and support requests tracked from first message to close.

Getting started

We set everything up with you. Here is what the first weeks look like.

  1. 1

    Map your channels and teams

  2. 2

    Connect your accounts and WhatsApp number

  3. 3

    Set routing rules and saved replies

  4. 4

    Train your team and go live

Included with every OrbisDigitals solution

  • Setup with you

    We configure it around your business.

  • Training

    Short sessions for your team.

  • Arabic and English

    Built for teams and customers in the region.

  • Local support

    A named contact who knows your account.

Frequently asked questions

Do we need the WhatsApp Business app?

We connect your number to the official WhatsApp Business Platform, which works with the inbox and supports many agents at once.

Can several people answer from one WhatsApp number?

Yes. That's one of the main benefits of the inbox.

Can we keep our current numbers and accounts?

Yes. We connect your existing pages, accounts and numbers.

Does it work on mobile?

Yes, there's a mobile app for your team.

Can AI answer some messages?

Yes, by adding the AI Chat Agent.

Works with

How Omnichannel Inbox relates to the other solutions, from the compatibility table.

See Omnichannel Inbox working for your business

Book a demo and we'll show you how it fits your team, your customers and your channels.

Book a demo on WhatsApp Email orbisdigitals@gmail.com

Prefer a call? +962 77 778 4004 or +91 93726 14010