Glossary

What is Omnichannel?

Omnichannel is a customer communication strategy that provides a seamless, consistent experience across all channels — WhatsApp, email, phone, social media, chat — with full context preserved as customers switch between them.

Omnichannel differs from multichannel (which offers multiple channels in silos). In an omnichannel setup, an agent can see a customer's WhatsApp message, previous email thread, and phone call notes in a single view. This eliminates the need for customers to repeat information.

InboxCentral is an omnichannel platform that unifies WhatsApp, Instagram, Facebook Messenger, Email, SMS, Push, and Voice into a single inbox with shared conversation history.

Related InboxCentral feature

Unified Inbox

Related terms

Conversation Routing

Automatically directing incoming conversations to the right agent or team.

CRM (Customer Relationship Management)

Software for managing customer interactions, data, and relationships.

See it in action

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