Contact Center · Omnichannel

Every channel.
One screen.

Voice, chat, social, and SMS unified — with AI routing and full CRM context on every conversation. Your agents never need to switch tools again.

Unify your channels See pricing
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TEAM
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Support Team16:18

IVR routing config update

CHATS
JW
James WilsonYesterday

Need help with IVR setup…

RM
Rosa Martinez2m ago

Billing inquiry · Invoice #882

Meet customers where they are.

Pair it with Customer Engagement and every one of these channels feeds the same shared inbox.

01

Unified Agent Desktop

Every channel — voice, chat, SMS, social, email — in one screen with full CRM context.

Omnichannel Inbox

Your customers pick the channel, not you.

Every lead and conversation stays threaded the way modern unified communications platforms are built to work, even after the channel changes.

The thread follows the customer

Customers reach you on Instagram, Telegram, or WhatsApp today and switch to a phone call tomorrow — the inbox keeps the thread intact either way.

Never make them repeat themselves

Agents can search across every past conversation by keyword, so a returning customer never has to start over.

Pick up where you left off

Message drafts sync in real time between desktop and mobile, so an agent can continue a chat from their phone if they step away.

How it works

One thread, start to finish.

Every conversation syncs straight to HubSpot, so messages never bounce through a third-party workaround.

Customer reaches out

A message lands from any channel — voice, chat, WhatsApp, SMS, email, or social — into one shared inbox.

AI routes it instantly

Intent, history, and skill match the contact to the right agent or queue — no manual triage.

Agent responds in one place

Full CRM context and past threads sit right there, so the agent replies without switching tools.

Resolved and tracked

Outcome, CSAT, and SLA are logged across every channel in a single unified report.

6
Channels Unified
100%
Context Preserved
<1s
AI Routing Time
1
Screen For Everything

One inbox, zero tab switching.

4.9/5G2Based on 1,284 reviews
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What our customers are saying

Agents stopped tab-hopping between four different apps to find one customer's history. It's genuinely all in one screen now.

4.5
AW
Anders Wik
Support Director · Fjordline Retail

A customer can start on WhatsApp and finish on a call, and the agent never has to ask them to repeat themselves.

5.0
ZS
Zainab Suleiman
Ops Lead · Meridian Health Group

Routing by intent instead of channel means our best agents actually see the conversations that need them most.

4.2
DF
Diego Ferrante
CX Manager · Vantage Outfitters

Adding Instagram and WhatsApp used to mean another inbox nobody watched. Here they just showed up in the same queue as everything else.

4.5
NT
Naomi Trevino
Digital Care Lead · Olivetree Cosmetics

Agents stopped tab-hopping between four different apps to find one customer's history. It's genuinely all in one screen now.

4.5
AW
Anders Wik
Support Director · Fjordline Retail

A customer can start on WhatsApp and finish on a call, and the agent never has to ask them to repeat themselves.

5.0
ZS
Zainab Suleiman
Ops Lead · Meridian Health Group

Routing by intent instead of channel means our best agents actually see the conversations that need them most.

4.2
DF
Diego Ferrante
CX Manager · Vantage Outfitters

Adding Instagram and WhatsApp used to mean another inbox nobody watched. Here they just showed up in the same queue as everything else.

4.5
NT
Naomi Trevino
Digital Care Lead · Olivetree Cosmetics
Frequently Asked

Questions about Omnichannel.

Everything you need to know about unifying voice, chat, and social in one inbox.

Yes. The unified desktop shows all active conversations — agents manage concurrent chats while on a call.

All channels. One contact center.

Bring voice, chat, social, and SMS together — with AI routing on every conversation.

Unify your channels
See pricing