Omnichannel inbox
One thread per customer, whatever channel they used
A customer who calls, then messages on WhatsApp, then gets an SMS reminder is one conversation, not three. Agents work all of it from one list, with the customer record already open.
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Quick answer
What you get
Everything in one workspace
One conversation list
Voice, WhatsApp, SMS and email threads sit in the same list, so an agent works the customer rather than the channel.
States you can see
Every conversation is new, queued, assigned, in progress or waiting on customer, so nothing sits in a thread nobody owns.
Assign to an agent or a queue
Hand a conversation to a named agent when it belongs to them, or back to a queue when it belongs to the team.
Customer 360 by phone number
The number is the key. Profile, history, notes and a CRM tab open together for whoever is on the other end.
Screen-pop on inbound
The customer record opens as the call arrives, so the agent is reading it while the phone is still ringing.
BroadNet CRM, both ways
Enrich the record from the CRM, create a contact that is not there yet, and push the disposition back when the call ends.
Add to CRM from the disposition
The disposition popup can add the customer to the CRM at the moment the agent is already deciding what happened.
Your own webform, in the thread
A tenant webform loads in an iframe beside the conversation, so your existing form is the form the agent fills in.
WhatsApp Business
Per-tenant configuration stored encrypted, a template library, and interactive buttons and lists in the messages you send.
Verified delivery webhooks
WhatsApp delivery webhooks are verified with HMAC, so a delivery status you act on came from the sender it claims.
SMS that counts itself
Sender IDs, templates, delivery reports and balance, with segmentation that is GSM-7 and UCS-2 aware.
Email from your own SMTP
Per-tenant SMTP sends outbound notifications and reminders. Inbound email into the inbox is planned.
WhatsApp Business
The channel your customers already use
WhatsApp Business is configured per tenant and the configuration is stored encrypted, so a reseller's tenants never share an account.
Messages come from a template library, and they can carry interactive buttons and lists instead of asking the customer to type a reply. Delivery webhooks are verified with HMAC before the platform acts on them.
- Per-tenant WhatsApp Business configuration, stored encrypted
- A template library rather than free text every time
- Interactive buttons and lists in outgoing messages
- Delivery webhooks verified with HMAC
Customer 360
The record is open before you say hello
Customer 360 is keyed on the phone number, so the moment a call arrives the platform knows who it is. The profile, the history, the notes and the CRM tab open together as a screen-pop.
The BroadNet CRM link runs both ways. Enrich the record from the CRM, create the contact if it does not exist, and push the disposition back when the agent closes the call. The disposition popup can add the customer to the CRM in the same click.
- Profile, history, notes and a CRM tab, keyed on the phone number
- Screen-pop on inbound calls
- BroadNet CRM enrich, contact create and disposition push
- Add to CRM from the disposition popup, and your own webform in an iframe
SMS and email
Sent from your sender, your server
SMS goes out under your own sender IDs, from templates, with delivery reports and a balance you can see. Segmentation is GSM-7 and UCS-2 aware, so an Arabic message is counted the way the carrier will count it rather than guessed at.
Email uses per-tenant SMTP for outbound notifications and reminders, so the mail leaves your own server under your own domain. Inbound email into the inbox is planned.
- Your own sender IDs and SMS templates
- Delivery reports and balance
- GSM-7 and UCS-2 aware segmentation
- Per-tenant SMTP for outbound notifications and reminders
Frequently asked questions
What is in the omnichannel inbox?+
One conversation list covering voice, WhatsApp, SMS and email threads. Each conversation carries a state, which is new, queued, assigned, in progress or waiting on customer, and can be assigned to a named agent or handed back to a queue.
Does the inbox receive email as well as send it?+
Not yet. Per-tenant SMTP sends outbound notifications and reminders from your own server today, and inbound email into the inbox is planned.
How does an agent know who is calling?+
Customer 360 is keyed on the phone number, so the profile, the history, the notes and the CRM tab are already assembled when the call arrives. Inbound calls screen-pop that record, which means the agent reads it while the phone is still ringing rather than after the greeting.
Which CRM does the inbox connect to?+
BroadNet CRM. The link enriches the customer record, creates a contact that does not exist yet, and pushes the disposition back when the call is closed. An agent can also add the customer to the CRM straight from the disposition popup, and your own tenant webform loads in an iframe beside the conversation.
How are WhatsApp messages sent?+
Through WhatsApp Business, configured per tenant with the configuration stored encrypted. Messages are sent from a template library and can carry interactive buttons and lists, and delivery webhooks are verified with HMAC before the platform acts on the status they report.
Will an Arabic SMS be counted correctly?+
Yes. SMS segmentation is GSM-7 and UCS-2 aware, so a message that switches to the Unicode alphabet is counted in the segments the carrier will actually charge for. Alongside that you get your own sender IDs, templates, delivery reports and a visible balance.
Can a conversation be moved between people?+
Yes. A conversation can be assigned to an agent or to a queue at any point, and its state moves through new, queued, assigned, in progress and waiting on customer, so a thread that is parked on the customer is visibly different from one nobody has picked up.
See one customer, four channels, one thread
A 30-minute walkthrough on a demo tenant, in English or Arabic.