One queue, not four apps
Every channel lands in the same list, with the same filters and the same assignment rules.
CX360-One module
Omnichannel Service
WhatsApp, Email, Live Chat and Google Review arrive in one realtime queue. Every inbound message is normalised into the same format, becomes a conversation, and — when it needs to be — a ticket. Agents reply from a single screen, with no refresh and no switching between apps.
Channels and how they connect
| Channel | Integration |
|---|---|
| Qontak (Mekari) BSP, or Meta WhatsApp Cloud API | |
| Office 365 via Microsoft Graph | |
| Web Live Chat | Realtime widget over WebSocket |
| Google Review | Google Business Profile |
What an agent actually gets
Live, without refreshing
New messages, assignments and status changes appear as they happen over WebSocket.
AI that stays inside your rules
Reply suggestions and thread summaries from the provider you choose, with personal data redacted before anything leaves.
Context beside the conversation
Past tickets, previous channels and satisfaction scores sit next to the reply box, not three clicks away.
From message to ticket
An inbound message on any channel is normalised into one internal format, so the rest of the platform never has to care which channel it came from. It becomes a conversation immediately. Whether it also becomes a ticket is decided by keyword rules or by the outcome of AI triage — a delivery question and a regulatory complaint should not be handled the same way.
Once a ticket exists it carries a number in the form TKT-YYYY-NNNNN, a cascading category, an owning team, and a live SLA timer. From that point it is governed by the same rules as every other ticket, whatever channel started it.
What the regulator requires, enforced by the product
Outbound WhatsApp is the part most likely to breach a rule, so it is guarded rather than left to agent judgement. The outbound guard respects customer opt-out, working hours, the holiday calendar, and the 24-hour service window — outside which only approved templates may be sent.
Every send attempt is recorded in an audit trail retained for seven years, whether it succeeded, failed, or was blocked by the guard.
Related modules
See it on your own channels
Request a demo
Bring one WhatsApp number and one mailbox to the demo.
The fastest way to judge an inbox is to watch your own traffic land in it. We can set that up for the review session.