Shared Omnichannel Inbox
Voxtell Chat · Every channel, one inbox
The shared omnichannel inbox brings every customer conversation into one place. Messages from SMS, WhatsApp, website live chat, Facebook, and Instagram all land in a single team inbox, where anyone on your team can read them, answer them, or hand them off. It is the heart of Voxtell Chat, the add-on to the Voxtell AI Phone System.
What it does
Customers message businesses on whatever app they already have open. One sends a text, another messages your Facebook page, a third asks a question in the chat widget on your website. Without a shared inbox, those conversations scatter across separate apps and separate logins, and each one is visible to only whoever happens to check it. The shared omnichannel inbox collects all five channels, SMS, WhatsApp, website live chat, Facebook, and Instagram, into one inbox the whole team works from.
Everyone on the team sees the same conversations and the same history. Anyone can pick a conversation up, and anyone can hand one off without losing the thread. Conversations get assigned to a person or a team, so ownership is always clear and nothing sits unread in an account only one person can open. No more support conversations trapped on personal phones or behind one login.
Voxtell Chat also includes an AI Assistant and a built-in knowledge base. The AI Assistant answers common customer questions instantly, on any of the five channels, and hands the conversation to a person when the question needs one. Your team spends its time on the conversations that actually need a human.
How it works in Voxtell
The shared inbox comes with Voxtell Chat, which adds to the Voxtell AI Phone System for $25 per user per month. The phone plan itself is $25 per user per month billed annually, or $32 monthly. The idea is the official Voxtell Chat promise: "Everything you need for seamless customer support, all in one place." Your team works one inbox instead of five apps.
Setup is white glove. Our team in Orlando configures Voxtell Chat with you: connecting your channels, setting up the AI Assistant and knowledge base, and matching assignments to how your team already works. Setup, migration, and configuration are included, and support afterward comes from the same in-house Orlando team, the one customers thank by name in reviews.
It works alongside the AI Phone System. Calls and texts share the same business number, the AI Receptionist answers phones in English and Spanish, and call recording with transcripts keeps a record on the phone side. On that phone side, real Voxtell customers have measured 2x more calls made per day, 25 percent fewer abandoned calls, and 21 percent faster speed to answer. Voxtell Chat extends the same one-place approach to messaging.
How businesses use it
Restaurants and pizzerias
During a Friday rush, a pizzeria gets Facebook messages about hours, Instagram questions about catering, and texts about pickup orders. The manager answers all of it from one inbox between orders instead of hopping between apps, and the AI Assistant handles the repeat questions on its own.
Realty
A realty office gets listing questions by Instagram DM, WhatsApp messages from out-of-state buyers, and website chat from people browsing homes. Everything lands in one inbox, so whoever is free answers first. When an agent is out, a colleague opens the thread, reads the history, and keeps the showing on track.
Pet grooming
A grooming shop takes appointment requests by text, Instagram messages asking about specific cuts, and Facebook questions about pricing. The front desk works them all from one inbox, and when a question needs the groomer, the conversation gets assigned over with its full history attached.
Logistics
A logistics company running 15 locations keeps customer messages from every channel in one shared inbox instead of separate logins at each location. Each conversation gets assigned to the right team, and managers can see what is open and who owns it across the whole operation.
County health
Residents reach a county health office through its Facebook page and website chat with questions about services and hours. Staff assign each conversation to the right group, and the history travels with every handoff, so no resident has to explain their question twice.
RV resorts
Guests message an RV resort on WhatsApp from the road and on Facebook before booking. The front office answers everything from one place, and a conversation that starts before arrival stays in the same thread through checkout, no matter who at the desk replies.
Best practices
- Assign every conversation to a person or a team the moment it comes in. Clear ownership is what keeps messages from sitting unanswered.
- Read the history before you reply. The thread is right there, so no customer should ever have to repeat what they already told a coworker.
- Let the AI Assistant take the repeat questions. Load your hours, prices, and policies into the knowledge base, and save your team for the conversations that need judgment.
- Move customer messaging off personal phones. Conversations on an employee's cell disappear when that employee is out sick or moves on.
- Tell customers where they can reach you. Put your channels on your website, your Google listing, and your social profiles so people message the business, not an individual.
- Hand off instead of forwarding. When a conversation needs someone else, reassign it in the inbox so the history goes with it.
Common questions
Related features
All featuresWebsite Live Chat
Answer visitors while they are on your site and still deciding.
WhatsApp for Business
Meet customers on WhatsApp, answered by your team from the shared inbox.
AI Receptionist
Answers every call 24/7, handles common questions, and routes the rest to a person.
See Shared Omnichannel Inbox working for your business
Book a demo and we will set it up around your actual call flow. White glove, from the first hello.