Omnichannel inbox

An omnichannel inbox puts every customer conversation in one place. Instead of checking a phone, an email account, a website chat tool and two social apps, your team works from a single list, with each customer's history across channels shown together.

Omnichannel vs multichannel

Multichannel means you are reachable on many channels. Omnichannel means those channels are connected: a conversation that starts in chat and continues by phone stays in one thread with one history.

What it usually includes

• One thread per customer across text, email, chat, social messages, call logs and voicemail transcripts.
• Assignment, so each conversation has an owner.
• Status and timers that show what is waiting and for how long.
• Internal notes visible only to your team.
• AI assistance: drafting replies, answering routine questions or summarizing long threads.
• A link to the CRM, so conversations sit alongside deals and tasks.

How it works in a business

The inbox makes first response time visible and stops two people from answering the same customer. It is also where a human handoff lands: when an AI agent passes a conversation to a person, the full thread is already there.

How it relates to Worcia

The inbox is where Concierge, Worcia's AI receptionist, and your team share conversations, with every thread linked to Cadenza, the lead follow-up system.