Omnichannel inbox

Omnichannelcustomer supportin one shared inbox

An omnichannel inbox is a single shared inbox where messages from every channel arrive as one thread per customer. Offlo brings WhatsApp, Instagram, Messenger, live chat, Gmail and Outlook into one queue — so the pre-sale question, the order and the complaint sit on the same record, and any agent can pick up any conversation with the full history already loaded.

Start free See the inbox in action

Free to start · 7 channels · Official WhatsApp Business API

One thread per customer, no matter how many apps they use
Any agent takes over mid-conversation with the whole history attached
Orders, products and lifetime value sit beside the message
AI handles the first pass; your team handles what pays

Offlo omnichannel inbox showing one customer thread spanning Instagram, WhatsApp and email, with order history in the side panel

Seven channels, one queue, on the official WhatsApp Business API.

Official WhatsApp Business API

Your customer is one person.
Your tools think they're five.

Multichannel support means being present on every channel. Omnichannel customer service means the channels know about each other. Most teams have the first and are paying for the gap.

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01.

One buyer, five threads

She asks about sizing on Instagram, orders on WhatsApp, then emails about delivery. Three tools, three tickets, three colleagues who each know a third of the story.

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02.

Who owns the reply?

Two agents answer the same person within a minute of each other. A third assumes someone has it. The customer gets two answers or none.

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03.

Context dies at the handoff

Everything the morning agent learned lives in their head. The evening agent starts from “hi, how can I help?” and the customer starts from scratch.

One thread per customer

Every channel. Every
message. Every order.

Offlo matches messages to a person, not a channel. Instagram, WhatsApp, Messenger, web chat, Gmail and Outlook all land in the same queue, so one customer is one thread — however many apps they wandered through to reach you. The conversation, the customer record and the order history share one screen, so the next reply never needs research.

Human handoff

Escalates with the full history attached — nothing to reconstruct.

Durable contact

One record per person, resolved across every channel by phone, email and social handle.

Commerce context

Shopify orders and open carts sit inside the thread, not in another tab.

Instagram

Messenger

Gmail

Outlook

Shopify

Slack

Human agent taking over an AI conversation in a shared inbox, with full message history and order context attached

Escalated with context

Thread, contact, intent and internal note attached.

Human handoff

The thread arrives
with the person.

When your AI agent hands over, your colleague opens a conversation that's already brief — every previous message, the order history, the source ad, the tags and the reason it escalated. Nobody types “let me check with my colleague,” and nobody asks the customer to start again.

1
Everything comes with it
Every message from every channel — not just this session — plus purchase history, open orders, lifecycle stage and the last agent's internal notes.
2
The reason it escalated is on the thread
Low confidence, a boundary triggered, a named topic, an angry tone, or a customer who simply asked for a person. Your agent knows what they're walking into.
3
Hand it back when the hard part's done
Return the conversation to the AI once resolved, and it continues with everything the human just added.
4
Nobody double-replies
Assignment locks the conversation to one agent. Collision detection warns the moment two people open the same thread — including a Slack escalation with the history attached.

Every channel they already use

Social media customer service,
email and web chat in one queue.

Seven channels, one thread per customer. Each connects in a few clicks, and none of them needs a separate tool.

Website widget

Embedded in your site or store.

Set the agent's name, role, brand, answer length and voice; website scraping builds the first knowledge layer as you connect. The visitor's source page rides along with the conversation.

Source page captureStore-readyInstant answers

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Let's connect

Turn every conversation into completed work.

Whether you're handling high-volume support, several channels, or complex customer workflows, Offlo brings conversations, automation and customer context into one operating layer.

Talk to our team

Customer conversation

Customer context

AI workflow

Completed work

Setup

Four steps from scattered apps to one working queue.

No migration project. Connect one channel, watch it work, then add the rest.

Connect

Scan a QR for WhatsApp, authorise Instagram and Messenger, drop the chat widget on your site, link Gmail or Outlook — keeping your existing numbers and addresses.

Fast, intuitive setup

One unified multichannel inbox

One customer record across every channel

Route

Connect your content, products and business rules so Offlo understands how your operation works, then set assignment rules and working hours.

Train on your existing content

Set clear rules and boundaries

Ground every response in your business context

Resolve

Your AI agent takes the first pass — answering repeat questions, checking orders, making bookings — and involves your team the moment a conversation needs a person.

Automate repetitive support work

Trigger actions and workflows

Hand off with full context attached