Keep Instagram enquiries alongside the rest of your customer messages.
01 ONE INBOX
Every channel.
One conversation space.
Your customers are everywhere. Your team does not have to be.
Bring Instagram, Telegram, Viber, Facebook, WhatsApp and email into one shared queue. Keep threads, assignments and templates together, so the next reply starts with the right context.
One shared queueClear ownershipReusable replies
Different channels.The same clear workspace.
Shared queue3
Threads stay together.
MAMayaInstagram · Product enquiry Alex
Your next reply starts here...
DADanielWhatsApp · Order update Alex
Your next reply starts here...
SOSophieEmail · First conversation Alex
Your next reply starts here...
Illustrative preview with sample conversations. Select a thread to explore.
02 CONNECTED CHANNELS
Meet them where they are.
Work from one place.
Social messages, messaging apps and email. Different starting points, one shared way to keep up.
Telegram
Keep the conversation moving.Bring Telegram threads into a shared place for the team.
Viber
A familiar channel. A clearer queue.Handle Viber conversations without losing sight of other enquiries.
Keep Facebook messages organised with a visible next owner.
Bring WhatsApp messages into the same everyday workflow.
Gmail and Microsoft 365 conversations, alongside your messaging channels.
Illustrative message flow: Instagram to the shared queue.
Available connections depend on the accounts and channels configured for your workspace.
One thread. The whole exchange.Email · sample customer enquiry
In progressTHE QUESTION
Hi, do you have this item in another colour?
THE CONTEXT
I am looking for something in a warmer shade.
THE NEXT REPLY
Absolutely. Let me help you find the right option.
Less backtracking. More understanding.
03 THREADS & CONTEXT
Pick up the story.
Not the pieces.
A good reply starts before you write a word.
Keep the question and the exchange in the same thread. Your team can read what has already been said and continue the conversation without starting from scratch.
01
See the original question.
Understand what the customer needs before choosing the next step.
02
Keep the exchange readable.
A shared queue brings work together. Threads keep conversations distinct.
03
Reply with context.
Continue naturally, whether you opened the thread first or received an assignment.
04 A LITTLE CLARITY
Good questions.
Clear answers.
Get to know One Inbox before your first conversation.
A small preview, just for you.
Watch the One Inbox cursor open a question, or choose one yourself. You are always in control.
Preview starts when these questions are in view.
Frequently asked questions06
Which channels can I bring together?
One Inbox brings together Instagram, Telegram, Viber, Facebook, WhatsApp and email from Gmail or Microsoft 365. The shared queue shows the channels connected to your workspace.
Will all my messages become one big conversation?
No. The queue gives your team one place to work, while threads keep individual conversations readable. Bringing messages into one queue does not mean merging unrelated conversations.
How does my team know who should reply?
Assignments give a thread a clear owner. Your team can see who is responsible for the next step instead of relying on a separate message asking who is handling the enquiry.
Can templates still sound personal?
Yes. Use a template as a starting point, then adapt the wording to the customer and their question. A consistent structure does not have to mean an identical reply.
Is the AI Assistant part of One Inbox?
The AI Assistant is an optional add-on, not a requirement for using the shared queue. It can help with navigation and draft replies; permitted changes require confirmation and follow user permissions.
What is a sensible way to get started?
Start with one channel, agree how your team will assign threads, and prepare a few templates for common questions. Once that workflow feels clear, bring in more channels.
05 CLEAR OWNERSHIP
One team.
A clear next owner.
Less “Who is on this?”
More “I have got it.”
Give each conversation a person responsible for the next step. Assignments make the handoff visible, while the thread keeps the context close.
Make responsibility visiblePass on the conversation, not a summaryKeep the next step clear
SHARED QUEUESample workflow
Product questionInstagram · Maya
A AlexOrder enquiryWhatsApp · Daniel
J JamieFirst conversationEmail · Sophie
S SamAJS
Different people. One shared context.The conversation stays with the thread.
A head start on your next reply
REPLY DRAFT
Thanks for getting in touch.
Hi Maya, thanks for your message. I would be happy to help with the canvas bag you spotted. Could you tell me a little more about what you are looking for?
Welcome the customer, then ask the right next question.REPLY DRAFT
A helpful next step.
Hi Daniel, thanks for checking in about order #1048. I am looking into the details and will follow up with the information you need.
Start with a clear acknowledgement, not an unsupported promise.REPLY DRAFT
Make the next conversation easy.
Hi Sophie, we would be happy to arrange a short introduction. Which day and time would work best for you?
Use a familiar structure and make the details specific.Example wording only. Nothing is sent from this preview.
06 TEMPLATES, WITH A HUMAN TOUCH
A consistent start.
A personal finish.
Save the useful wording.
Keep the human part.
Turn common answers into reusable templates. Then add the name, the context and the detail that makes a reply feel like it was written for this customer.
01
Start with a familiar structure.
Prepare a few helpful responses to the questions your team hears most.
02
Questions about templates?Make the details their own.
Review and personalise the answer before continuing the conversation.
07 YOUR NEXT CONVERSATION
Less scattered.
More connected.
Bring your channels, your conversations and your team into the same everyday rhythm.
01
Start with one channel.
Choose where your team receives the questions that matter most.
02
Agree on ownership.
Make it clear who picks up each conversation and what happens next.
03
Build your reply library.
Prepare a few templates, then make every answer personal.
Your team. Your channels. One Inbox.
Start a conversation with a clearer workspace.