Office Address
123/A, Miranda City Likaoli
Prikano, Dope
Phone Number
+0989 7876 9865 9
+(090) 8765 86543 85
123/A, Miranda City Likaoli
Prikano, Dope
+0989 7876 9865 9
+(090) 8765 86543 85
by exldigital
Relying on a Single Support Channel is a Thing of the Past!
An Omnichannel Inbox for customer support is not just a trend — it’s a necessity in today’s digital age. Why? Because modern businesses engage with customers across various platforms like Facebook, Instagram, WhatsApp, and Telegram, and even through Webchat. Being present where your customers are is no longer optional.
Managing strong customer relationships across these multiple channels is a real challenge. Customers ask questions about products or services at any time, on any platform. Responding promptly, solving their queries, and keeping them happy — that's the pressure every support agent is under.
With customers reaching out from all directions, support teams face the uphill task of delivering quick, accurate, and personalized responses — every single time.
That’s where Exldigital’s Omnichannel Inbox becomes a game-changer. It brings Facebook, Instagram, WhatsApp, Telegram, and Webchat into one unified dashboard — making it easy for support agents to give customers a consistent, seamless experience.
An Omnichannel Shared Inbox means your support agents can manage all customer messages from different platforms in one place. Whether a customer contacts you via Instagram DM, WhatsApp message, or live web chat — your agent sees it all in a single window. No need to switch between platforms, no missing context.
Example:
Imagine a mid-sized online clothing brand. A customer named Lana sends an email asking about sizing. Later, she DMs the brand on Instagram for more details, and finally chats via the website for shipping info.
With Exldigital’s Omnichannel Inbox, the support agent sees all of Lana’s messages in one timeline. This helps the agent respond accurately without asking Lana to repeat herself, creating a smooth, professional experience.
Here are the key benefits of using Exldigital’s Omnichannel Inbox:
Better Customer Experience
Unified conversations mean seamless support.
Customers don’t repeat themselves — agents have full context.
Improved Productivity
No juggling platforms = faster replies, fewer errors.
Smart workflows boost overall efficiency.
Team Collaboration
Team members can handle tickets together.
Visibility into team performance and workload.
Reduced Missed Messages
No more overlooked messages from any channel.
Happier customers, fewer lost opportunities.
Data Consolidation & Insights
Understand your customers better with centralized data.
Easily track & analyze interactions across channels.
Competitive Advantage
Deliver modern, seamless support your competitors can’t match.
Meet evolving customer expectations with confidence.
Scalability
As your business grows, scale your support system effortlessly.
Add channels without adding complexity.
While both streamline communication, Omnichannel and Multichannel inboxes work differently:
Unified Experience: Every platform feels connected.
Context-Rich Conversations: Agents see full chat history across channels.
Consistent Messaging: No repeated info for customers.
Low Message Drop-off: Seamless message tracking.
Channel Management Only: All messages in one place, but handled separately.
No Unified History: Agents may lack full customer context.
Useful for Basic Needs: Works for businesses with simpler communication demands.
Using Exldigital’s Omnichannel Inbox is simple:
Connect your platforms — Facebook, Instagram, WhatsApp, Telegram, and Webchat.
Access the Shared Inbox — view every message in one streamlined timeline.
Assign, respond, and collaborate — all from a single, efficient interface.
Exldigital’s Omnichannel Inbox is built to help you support customers where they are, how they want — all while making life easier for your support team.
Let your business communicate smarter, not harder.
As you can see in this image, I'm receiving messages from customers on various platforms, and they're all displayed in a single, chronological view. Now let me give you a short introduction to Exldigital’s Omnichannel Shared Inbox functionalities.
The Omnichannel Inbox interface has three sections:
Subscriber List section
Chat Window section
Chat Action section
The Exldigital Omnichannel’s Subscriber List section centralizes all your subscribers acquired through WhatsApp, Facebook, Instagram, Telegram, and also website integration or webchat, allowing for efficient management and communication.
Users can also quickly locate subscribers via a search bar which is on the top and filter them using labels, sequences, and recent interactions.
Exldigital Omnichannel also offers features like assigning agents to specific chats, managing unread and archived conversations, and handling blocked or resolved chats. This comprehensive system simplifies customer interactions, improves service, and enables data-driven analysis for better customer support and compliance.
Displays customer messages in a single chat interface.
Then there's also a Translate Message function for communicating with customers in different languages, and Signature Messages identify the agent who is handling the chat.
Agents may rewrite messages, send pre-written message templates or canned responses, and attach files including audio and video files directly to the chat window using AI. Such features simplify customer service, response time, and experience.
Allows subscribing/unsubscribing customers, pausing bot replies, agent assignment, and labeling conversations.
Displays the WhatsApp 24-hour messaging window timer.
To gain a thorough understanding of shared inbox functionalities, we recommend exploring this blog. It demonstrates each function using WhatsApp's shared inbox, which shares core features with omnichannel solutions.
👉 Live Chat: WhatsApp Shared Team Inbox for Support
Exldigital's Omnichannel Inbox brings all your conversations into one platform so you can respond instantly, no matter where your customers reach out. With Exldigital, you not only get an Omnichannel Inbox but also a fully functioning AI chatbot and marketing platform. Here are the additional features that you get from Exldigital along with the Omnichannel Shared Inbox tool:
Exldigital’s robust chatbot functionality allows you to automate basic customer inquiries, providing instant support even outside of business hours. This frees up your agents to focus on complex issues, ensuring your customers are always taken care of.
Exldigital allows smooth integration with your WordPress or Shopify Ecommerce shop. This integration enables automated updates to customers about orders and helps with customer service regarding orders. Moreover, you can create an in-chat ecommerce shop in WhatsApp using the ecommerce catalog feature in Exldigital.
By using the AI Assistant, businesses can train AI about their business and services to fully automate conversations, allowing the chatbot to handle almost all inquiries from customers, provide instant responses, and guide customers through basic processes. This enables your agents to focus on complex customer queries.
👉 Discover more: Train AI Assistant for Chatbot with FAQ URL File
Reach your audience via targeted broadcast messages across all media. You can broadcast promotions, announcements, and updates easily with Exldigital.
You can embed Exldigital on WhatsApp, Telegram, Instagram, and Facebook. Exldigital's tutorial blogs and videos make integrating your channels a breeze.
Webhook workflow in Exldigital allows you to automate order notifications such as purchase updates, stockouts, order tracking, and payment received notifications, and integrate with third-party applications like Google Sheets.
👉 Discover more: How Exldigital’s WhatsApp Webhook Can Change Your Business
Flexible pricing plans make Exldigital accessible to businesses of all sizes.
Read more here: Pricing Plans
Our support team is always available at Exldigital. Help is available from onboarding to troubleshooting.