Unified Inbox¶
The unified inbox is the heart of ChannelX. Every conversation your customers start — on your website widget, by email, over WhatsApp, on Instagram, through SMS, or on a Nexus UC voice channel — lands in one shared workspace. Your agents reply from a single screen instead of switching between a dozen apps and tabs.
Bringing every channel together is what makes ChannelX "omnichannel." A customer who chats on your website today and emails you next week is the same person, with one continuous history. Your team sees that context, hands work off cleanly, leaves private internal notes, and collaborates on a reply without the customer ever feeling the seams.
This section covers how channels and inboxes are structured, how shared inboxes let a whole team work the same queue, and how customer context follows a contact across every channel they use.