OnSync Unified Social Inbox: Manage WhatsApp, Instagram, Facebook & Telegram in One Dashboard

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

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.