UnifyDeskContacts connect the work
The workspace puts contacts alongside customer communication. Teams can use that context to understand an enquiry instead of treating each provider window as a new relationship.
Omnichannel inbox
An omnichannel inbox with one customer context.
A customer can email a question and follow up on WhatsApp. UnifyDesk is building a connected inbox so the team can understand the relationship across channels while responding through the appropriate provider.
In development · Public access coming soon · Tour uses sample dataTHE TEAM WORKFLOW
Understand the customer before choosing the next reply.
For businesses where customer work crosses email, WhatsApp and SMS. The goal is to bring conversations and contact context closer together without pretending that every channel has the same capabilities or delivery rules.
Connect the company's channels
Prepare the provider accounts the team will use and assign authorized members to manage them. A channel becomes usable only when its own connection and readiness requirements are met.
Review context across conversations
Look at the customer's contact details and available conversation history. Check whether an email and a messaging enquiry concern the same issue before duplicating work or asking the customer to repeat it.
Respond through the right channel
Choose the appropriate conversation and respect that provider's reply, template and account restrictions. Define a team process for follow-up when an enquiry needs another colleague or channel.
WHAT TO CONSIDER
Keep the customer, channel and team connected.
Channels keep their capabilities
Email mailbox sync, WhatsApp replies and SMS delivery have different requirements. Provider-specific behavior stays visible rather than being hidden behind a universal promise.
Company access stays central
Company membership and permissions govern workspace access. Review who can connect providers and work with conversations as the team grows.
Review company access and account protection and the platform and usage pricing model as you plan your setup.
PROVIDERS & READINESS
Connected providers, at their own pace.
WhatsApp, Gmail, Microsoft and managed SMS are in development. The supported experience depends on each provider's readiness and permissions. The sample product tour demonstrates the intended workspace; public access is coming soon.
Explore integrationsPrepare before connecting
- Company-owned provider accounts for each channel
- Customer records and a process for maintaining context
- Appropriate roles and a clear follow-up process
EXAMPLE USE CASES
Put the workflow in context.
Support moving from email to messaging
A customer follows up about an earlier email through WhatsApp. Review available customer context before responding so the follow-up stays coherent.
One team, several communication channels
A growing business can organize provider connections and conversation work in one product direction, with a clear process for channel ownership and team access.
PRACTICAL QUESTIONS
Questions about Omnichannel inbox.
Are all channels available in the same way?
No. Channel capabilities and rollout depend on the provider. Check the integrations page for current public availability labels and the prerequisites for each connection.
Does an omnichannel inbox also send marketing campaigns?
The inbox handles conversation work. Campaign preparation is a separate workflow that can use customer context, with its own audience consent, provider readiness and usage requirements.
SEE THE WORKSPACE
Explore how the work comes together.
The product tour shows the developing experience with illustrative data. Public sign-up and final pricing are coming soon.
Take the product tour