An omnichannel inbox is one queue holding the messages from every channel a business uses, so a team answers them in a single place instead of app by app. HiQBot unifies website chat, WhatsApp, Instagram, Messenger, Telegram and LINE. Each thread arrives tagged with the channel it came from and everything that person asked before.
New to the model? Read our practical guide to omnichannel customer service for a small team.
Is the 2kg bag back in stock?
Agent replying
commented: how much to ship to Spain?
New
Do you do annual billing?
Assigned to Sam
Sent the invoice through, thanks
Resolved
Each one is built and maintained by us rather than resold, which is why they behave the same way once they hit the inbox. Website chat, WhatsApp and Instagram are on every plan, including Solo. For what each channel covers and the plan it needs, see every channel we unify. Selling into Japan, Thailand or Taiwan? See how the LINE Official Account chatbot works. Shortlisting respond.io? See what changes if you pick HiQBot.
Messages from every connected channel arrive in the same list. Nobody has to remember to open the Instagram app before they log off.
Assign round-robin or to whoever has the lightest load right now. Working hours and per-agent capacity are part of the decision, so nothing lands with someone who left at six.
The agent handles what it can and brings in a person when it shouldn’t be the one deciding. The handover carries the whole thread, not a summary of it.
Each contact has one record in the built-in CRM no matter which channel they used last. What they asked in March is right there when they message on WhatsApp in July.
PII masking is on from the Starter plan up, so your team can work a conversation without personal data sitting in plain view.
The agent reads the language someone writes in and answers in it automatically. Your team keeps working in theirs.
How a conversation moves
Someone messages your WhatsApp number or comments on an Instagram post. It joins the same queue as everything else, tagged with the channel it came from.
It answers from your documents, picks up who the person is and what they want, and books or qualifies when that’s where the conversation is heading.
When it needs a human, it goes to someone free and on shift with everything said so far already in front of them. The customer doesn’t start again.
1 seat · 2,500 credits a month · unified inbox
Website chat, Instagram and WhatsApp in one inbox. The sales agent runs on autopilot and you check the closings and bookings when it suits you.
2 seats · 6,000 credits a month · shared inbox
Where the inbox becomes shared: every remaining channel, live chat seats, routing, team reports and SLA policies.
5 seats · 10,000 credits a month · shared inbox
Adds an AI support agent that resolves, support tickets that route into Jira, advanced analytics, and WhatsApp calling.
Connect the channel your customers use most, watch a week of real conversations land in one place, then add the rest.