Quick Answer
OnSync’s team inbox unifies WhatsApp, Instagram, Facebook, SMS, email, and web chat while AI copilots summarize context, SLA timers guard every queue, and CRM data sits beside each message. Teams respond 72% faster and handoffs drop because every conversation stays actionable in one place.
Key Points
- One workspace for every customer channel
- AI recaps, suggestions, and translations baked into the composer
- Two-way CRM + order sync so replies include revenue context
- Granular permissions, tags, and analytics to keep teams aligned
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Team Inbox
Team Inbox for Customer Conversations: How OnSync Keeps Threads Actionable
Practical framework for unifying every customer conversation inside OnSync with SLA automation, AI assistance, and CRM context.
OnSync Collaboration Lab
December 17, 2025
13 min read
72%
72% faster first response time after rollout
18
18 hours saved per agent every month
34%
34% more routed opportunities for revenue squads
4.8/5
4.8/5 post-conversation CSAT average
Automation Stack Built Into the Inbox
The inbox isn’t just a message list. OnSync layers automation, AI, and data to remove busywork. Configure everything without code, then let the platform orchestrate assignments, macros, and data sync.
SLA Intelligence
Queue-level timers, breach alerts, and auto reassignment keep every promise intact.
AI Copilot
Summaries, reply drafts, tone adjustments, and instant translations for 43 languages.
Workflow Builder
Drag-and-drop routing, approvals, and CSAT surveys triggered by tags or intents.
CRM + Commerce Sync
Bi-directional HubSpot, Salesforce, Shopify, and custom ERP updates beside each thread.
Collaboration That Matches Customer Expectations
Context-rich handoffs
Use internal notes, mention teammates, and attach snippets or files so escalations never feel blind.
Collision detection
Live presence indicators show who is typing to prevent duplicated replies.
Workspace controls
Dedicated collections for sales, support, or partners with RBAC and audit history.
Playbooks with tasks
Auto-create follow-up tasks when refunds, VIP leads, or compliance cases appear.
Ready to Get Started?
Transform your business communication with OnSync's powerful WhatsApp automation platform.