Quick Answer
OnSync’s shared inbox handles WhatsApp, Instagram, Facebook, Telegram, SMS, email, live chat, and even voice drop callbacks. Automation and AI layer on top, so every channel honors the same SLA and data standards.
Key Points
- Bring every channel into one inbox
- Automate routing + AI assistance with a single rules engine
- Prove ROI with consolidated analytics
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Shared Inboxes for Multi-Channel Communication: OnSync Blueprint
Unify every customer-facing channel with one set of automations, analytics, and collaboration safeguards.
OnSync Revenue Lab
December 17, 2025
14 min read
Channel Coverage
WhatsApp + SMS
Route Cloud API and on-prem BSP numbers alongside carrier messaging.
Email + chat
Bring executive and support mailboxes into the same queue as live web chat.
Social DMs
Instagram, Facebook, Twitter/X, TikTok, and YouTube show up with channel labels and automation triggers.
Voice + callback
Log missed calls or IVR events, trigger follow-ups, and keep transcripts in the shared inbox.
Automation for Every Channel
Unified routing logic
Use one rules engine for all channels, factoring in priority, skill, and sentiment.
AI assist everywhere
Summaries, translations, and reply suggestions appear regardless of channel.
Cross-channel macros
Create responses once and deploy them via email, WhatsApp, or social instantly.
Collaboration controls
Collision detection and shared notes travel with the thread even if the channel changes.
Measure Impact Across Channels
Channel mix heatmap
Monitor how volume shifts between chat, email, and social every hour.
Journey stitching
Tie every message to the same customer timeline so sales, CX, and ops see a single record.
Team productivity
Compare handle time, backlog, and deflection between squads regardless of channel.
Automation ROI
Quantify hours saved and revenue influenced when bots or macros fire across channels.
Ready to Get Started?
Transform your business communication with OnSync's powerful WhatsApp automation platform.