Quick Answer
OnSync’s unified inbox centralizes WhatsApp, Instagram, Facebook, and Telegram conversations with automation, SLA timers, AI routing, and CRM sync so teams resolve tickets 72% faster.
Key Points
- Four social networks, one SLA-driven queue
- Automation, macros, and AI routing baked in
- Native CRM + data warehouse sync for revenue attribution
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Product
OnSync Unified Social Inbox: Manage WhatsApp, Instagram, Facebook & Telegram in One Dashboard
Stop swiveling between tabs. This guide shows how CX, revenue, and field teams run every WhatsApp, Instagram, Facebook, and Telegram conversation from one SLA-driven workspace connected to their CRM and data warehouse.
OnSync Product Team
September 3, 2025
11 min read
One Window for Every Social Conversation
Channels Unified
4+
Reply Time Reduction
72%
Macros Launched
180+
CRM Fields Synced
45
Whether a customer replies on WhatsApp, asks a question in Instagram DM, or escalates through Facebook Messenger, every thread drops into the same queue with channel badges, AI summaries, and context pulled from your CRM.
Channel Connectors & Routing Rules
The inbox is powered by pre-built connectors for each network plus a smart router that understands skills, languages, business hours, and intent. Configure once and let OnSync orchestrate the rest.
WhatsApp & Telegram Layers
- Template approval monitoring with escalation to admins before campaigns stall.
- Keyword + sentiment routing to sales, support, or compliance teams.
- Auto-tagging for opt-outs, KYC steps, or high-LTV cohorts.
Instagram & Facebook Routing
- Handle Stories replies, comments, and DMs with one thread per customer.
- Influencer or VIP routing by follower count, campaign tag, or tracked hashtag.
- Escalate fraud or policy violations to legal plus Slack automatically.
Playbooks by Team
Revenue & Sales
- Assign hot leads within 15 seconds
- Auto-create deals in Salesforce
- Trigger demos or payment links
Support & CX
- Shared macros for top 20 intents
- AI-suggested answers for edge cases
- Escalation workflows with SLA timers
Field & Ops Teams
- Geo-route to local teams
- Broadcast outage updates
- Capture onsite media + approvals
Workflow Blueprint
Capture
Qualify
Collaborate
Close Loop
Every thread begins with channel metadata, consent status, and customer CRM profile surfaced inline. AI highlights the customer’s last three purchases plus risk or upsell flags so reps prioritize correctly.
Collaboration stays in-channel via internal notes, mentions, and checklist macros. When a conversation ends, disposition fields push to the CRM along with CSAT or revenue captured so analytics show full attribution.
Implementation Timeline
Days 1-3
Connect channels, import users, configure SSO/2FA, and create sandbox queues.
Days 4-7
Roll routing logic, macros, and SLA policies to pilot team; enable CRM sync.
Days 8-10
Full go-live with analytics dashboards, QA workflows, and governance guardrails.
Governance & Analytics
Every action inside the unified inbox is logged: assignment, note edits, template usage, even exported transcripts. That stream feeds compliance dashboards plus BI tools so leaders inspect productivity by queue or brand.
- Out-of-the-box dashboards for SLA, CSAT, revenue per conversation, and backlog.
- Role-based views and approval workflows so marketing blasts and refunds stay compliant.
- Automation health reports showing which rules are shaving minutes off each response.
- Coaching cues for agents with slow handle time or low-quality scores.
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Transform your business communication with OnSync's powerful WhatsApp automation platform.