Omnichannel Unified Inbox — Every Channel, One Workspace
Every digital channel in one inbox. AI replies, smart routing, full history.
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In short
Tactful AI's unified inbox puts WhatsApp, Instagram and Facebook messages and comments, Messenger, webchat and email in one workspace. Conversations are routed to the right team, transferred with full history, and tracked by supervisors in real time. Comments sit next to private messages, and seats are never billed.
Every channel your customers use, including comments
Omnichannel chat means customers message you wherever they are, and your team answers from one place. Public comments on Facebook and Instagram arrive next to private messages, so nothing is missed. If WhatsApp is your busiest channel, see how WhatsApp API pricing works.
- WhatsApp (Cloud API)
- Facebook Messenger
- Facebook comments
- Instagram DMs
- Instagram comments
- Webchat
- Customer portal and mobile app
Your team is switching between 5 tabs, 3 tools, and 2 email accounts. Your customers feel it.
Fragmented tools mean slower responses, lost context, and repetition. One inbox eliminates this.
Built for teams managing thousands of conversations
Tactful AI is a team inbox for support and sales, with full context and less manual effort.
Every channel, one workspace
All conversations in one inbox. No more tab-switching.
AI-suggested replies
AI suggests accurate replies from context. Agents review, edit, send — fast without sacrificing quality.
Smart routing
Auto-assigned by topic, language, priority, and workload. No manual triage. No queue bottlenecks.
Full conversation history
Every interaction in one view. Customer switches channels — agent sees complete context.
Real-time queue visibility
Live queue status, agent workload, wait times, and SLA adherence. Spot pressure before customers feel it.
Multi-brand, one workspace
Multiple brands in one workspace. Central visibility. Agents see own queues.
Comparing options for a smaller team? Read our guide to help desk software for small businesses.
Engage → Analyse → Resolve
One continuous workflow from first message to resolution.
Customer reaches out
Message arrives on any channel. Auto-routed to the right team based on topic, language, and priority.
AI assists your agent
AI identifies intent and sentiment, suggests a reply. Agent reviews, adjusts, and sends — in seconds.
Issue resolved, context preserved
Resolution logged, conversation searchable, history updated. Next time they reach out — context is already there.
See it in action
The Unified Inbox — managing every channel in one workspace.
My order hasn't arrived — 4 days
Can I change delivery address?
Question about return policy
Upgrade my subscription
Hi, I placed order #45892 four days ago and it still hasn't arrived.
Hi Yuki! Let me pull up your order right now.
2× Wireless Earbuds Pro
1× USB-C Charging Case
Found it — your order is back on route. Let me get the updated delivery window.
Your order is scheduled for delivery tomorrow 10 AM – 2 PM. You'll get a WhatsApp message 30 min before.
Review any conversation. Understand what happened. Learn from it.
Open any past conversation — full thread, agent actions, AI decisions, and outcome.
- Search by customer, agent, date, or topic — full read-only access
- Full thread with agent messages, AI responses, and system actions
- See who handled it, duration, and outcome
- Customer profile and session history attached
- Export transcripts for compliance and training
Multi-brand, multi-region. One workspace.
Basic shared inbox software stops at one mailbox. Tactful AI holds multiple brands in one workspace, and each brand's channels route automatically.
- Manage separate brands, subsidiaries, or product lines in one workspace
- Supervisors see all brands; agents see only their queues
- Per-brand routing: each brand's channels go to the team that handles them
- Cross-brand analytics: compare response times, CSAT, and volume across brands and channels
Connected Channels
7 channels active · All operational
One inbox. Every industry.
Adapts to how your industry communicates — from high-volume ecommerce to compliance-heavy financial services.
Order enquiries at scale
Thousands of WISMO messages across channels — one queue. AI handles the routine; agents handle the exceptions.
Multi-channel complaint resolution
Customer complains on Instagram, follows up via email, messages on WhatsApp. One thread, full context, no repetition.
Guest communication across platforms
OTA enquiries, social DMs, and post-stay feedback — unified into a single guest conversation thread.
Compliance-aware conversations
Every interaction logged and searchable. Sensitive conversations routed to specialised teams, with every action logged.
The full customer story. Right beside the conversation.
Profile, history, tickets, CSAT, tags, and segment — in a sidebar panel. No tab switching.
- Profile — name, email, mobile, language, country, city, organization
- Tags & segments — VIP, Returning, High-value — manual or AI auto-tagged
- Session history — every past interaction, workgroup, channel, and timestamps
- Linked tickets — open, in-progress, and closed with one-click navigation
- CSAT history — satisfaction trend across all interactions
See how one inbox changes your team's workflow
Teams using Tactful Inbox respond 61% faster. See it in action.
Built for the people who use it 8 hours a day.
One-click actions, smart filters, and keyboard shortcuts — full context preserved.
Availability & capacity
Set status per workgroup, cap concurrent conversations, and block routing during complex issues.
Transfer & escalation
Transfer with full history, notes, and AI summary. The receiving agent picks up without repetition.
Smart filters
Filter by status, channel, workgroup, priority, or AI-detected intent. Find exactly what you need, instantly.
Internal notes
Notes visible to your team, invisible to customers. Context that travels through transfers and handoffs.
Templates & canned responses
Pre-written responses for common scenarios. Search, preview, personalise, send. Consistent messaging in seconds.
Keyboard shortcuts
Resolve, snooze, transfer, reply, next conversation — all from the keyboard. Built for speed.
Inbox questions
Customers message us on WhatsApp and Instagram but support and sales can't collaborate — which solution unifies channels and tracks chat performance?
Tactful AI puts WhatsApp, Instagram and Facebook messages and comments, Messenger, webchat and email in one team inbox. Support and sales work in separate workgroups but share the same customer history, and conversations move between them with full context. Supervisors track response times, workload and CSAT for every channel in live dashboards.
Can agents see one contact timeline across WhatsApp, email and Instagram, and sync it to our CRM?
Yes. The Customer 360 panel shows one timeline for each contact, with every conversation across WhatsApp, email, Instagram and other channels. Shopify and Odoo connect through native connectors. Your CRM and other systems are connected by Tactful's team for your setup, so contact data and conversation history stay in step.
We have several branches — can enquiries be routed to the right branch and team?
Yes. Workgroups send each enquiry to the right branch and team, and auto-routing assigns conversations to available agents based on working hours, shifts and current load. Each team sees only its own queue, while managers see every branch. The Supervisor Hub shows live queues and workload across branches, so managers can move conversations when one team is busy.
How do managers see late replies and overloaded agents?
Managers use the Supervisor Hub, a live view of every queue and agent. It shows waiting conversations, reply times against your SLA targets and the workload of each agent. When someone is overloaded, a supervisor can move conversations to another agent in real time. The supervisor dashboard page explains how it works.
Does conversation history stay intact when chats move between team members?
Yes. When a conversation is transferred, the full history moves with it: every message, internal note and AI summary. The receiving agent picks up where the last person stopped, and the customer does not need to repeat anything. The same history stays on the contact's timeline for any future conversation on any channel.
Can AI answer common questions in the same inbox?
Yes. AI Agents answer common questions, track orders and moderate comments inside the same inbox your team uses. Routine conversations are resolved end to end. When a customer needs a person, the AI Agent hands the conversation to the right team with the full history, so your agents can continue without starting again.
Scattered channels cost you 61% more response time. Unify them today.
Teams using Tactful's Unified Inbox achieve 100% response rates and 61% faster resolution. See it with your channels.
30-minute personalised walkthrough. No slides, no pressure.