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Socials Inbox — WhatsApp, Messenger and Instagram: one inbox for the whole team.

All your customer channels in one shared inbox. A request becomes a ticket in one click.

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Trusted by

  • Tunisair
  • Orange
  • Ford
  • Délice Danone
  • Vistaprint
  • FedEx
  • Peugeot
  • Zara
  • Celio
  • Condor
  • Royal Air Maroc
  • Pathé

The problem

A phone for WhatsApp, a tab for every network.

Without Socials Inbox

  • WhatsApp lands on one phone, Messenger in another tab.
  • Two people answer the same customer, or nobody does.
  • The customer writes at 8 pm, the reply goes out the next day at noon.
  • A serious request ends up copied by hand somewhere else.

With Socials Inbox

  • Every channel lands in the same shared inbox.
  • Each conversation has an owner, and routing hands it out.
  • Response targets are set, and delays show.
  • The conversation becomes a ticket in one click.

The inbox

All your customer messages in one place.

Every channel lands in one sorted, shared list, on the web and on the phone.

All your networks, one list.

WhatsApp, Messenger, Instagram, Telegram and your website chat. Filters by channel, status, team and tag.

A status and a priority on every conversation.

Open, pending, resolved or queued; urgent, high, normal or low. The list sorts on them.

Quick replies, one slash away.

Type / and pick one: the customer's name fills itself in.

Routing

The right agent replies, and replies on time.

Routing hands out conversations, transfer sends them to the right team, and targets show who is late.

Round robin, least busy or skills based. When everyone is busy, the conversation waits in a queue, then goes out on its own.

Copilot

AI drafts the reply, the agent approves it.

The copilot summarizes, gauges urgency, suggests replies and translates. Nothing goes out without the agent. It appears when AI is turned on for your sphere.

  1. Summary

    The conversation
    read at a glance.

    The summary, the customer's sentiment, urgency and the recommended action. An agent picking up a conversation knows where it stands.

    • Summary
    • Sentiment and urgency
    • Recommended action

  2. Suggestions

    Replies ready to go,
    you choose.

    Three suggestions based on the latest messages and the knowledge base. The agent approves, edits or ignores them.

    • Three suggestions
    • Approve and insert
    • Based on the knowledge base

  3. Translation

    The customer writes in French,
    you read in English.

    One click translates a message. Auto-translation does the rest: the customer gets your reply in their own language.

    • Translate a message
    • Auto-translation
    • Transcribed voice messages

  4. Wrap-up

    Conversation over,
    wrap-up written.

    The copilot drafts the resolution report. The agent reviews it, then inserts it as an internal note.

    • Draft to review
    • Outcome and actions
    • Inserted as a note

Summary

The conversation
read at a glance.

The summary, the customer's sentiment, urgency and the recommended action. An agent picking up a conversation knows where it stands.

  • Summary
  • Sentiment and urgency
  • Recommended action

Act

Every conversation ends in action.

Ticket, task, contact, call: nothing gets copied from one tool to another.

The whole conversation, or a single message, becomes a Comunik HelpDesk ticket. Both keep the link.

Measure

What your customer service is really worth.

Response times, satisfaction and copilot use, by agent and by channel. Reports export to CSV or PDF.

  • The median first response and the share of targets met, by channel and by agent.
  • A satisfaction survey goes out on resolution, and the average score and response rate show up.
  • With AI turned on, the copilot adoption rate and the approved suggestions.

Mobile app

The inbox follows the agent, on iPhone and Android.

Reply, assign, transfer and convert to a ticket from the phone. Settings stay on the web.

  • All conversations, yours, and comments
  • Status, priority, assignment and transfer
  • The copilot, quick replies and translation
  • Convert to a ticket or create a task

Security

Conversations stay with you.

Your customers' messages are hosted like the rest of your sphere, and everyone sees only what their role allows.

  • Internal notes never go out to the customer.
  • WhatsApp Business goes through Meta's official API.
  • Settings stay with the admin.
  • Data hosted on the Comunik cloud, or on your own servers.
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Certifications

Certified ISO 27001 and ISO 9001. Check it in the register.

Check on Certipedia

  • ISO/IEC 27001:2022

    Information security

    How your data is classified, protected and returned, audited by TÜV Rheinland.

  • ISO 9001:2015

    Quality management

    Written processes, checked and reviewed: what TÜV Rheinland comes to audit.

Around Socials Inbox

The inbox works with the rest of your sphere.

The inventory

Everything inside, and what is missing.

Grey items do not exist yet, or not everywhere (web or phone). We would rather say so than leave it out.

Not yet, or not everywhere

Channels

  • WhatsApp through the Business API, or by QR code (text and receiving)
  • Messenger, Telegram, customizable website chat
  • Instagram receiving only; sending awaits Meta's approval
  • Buttons, lists, products and calls: WhatsApp API only
  • Moderation of post comments (mobile)

The inbox

  • Filters by status, channel, team and tag; favorites; sorting; search
  • Status, four-level priority, AI-suggested tags
  • Reactions, quoted message, read receipts, "seen by", resend a failed message
  • Transcribed voice, image, video, documents up to 25 MB
  • Quick replies with variables, scheduled send, emojis
  • Pop a conversation out into its own window

Routing

  • Routing: round robin, least busy, skills, hybrid; waiting queue
  • Assign to an agent, transfer to a team with a note
  • Service targets, business hours, automations
  • Internal note and @ mention
  • Several agents on one conversation at the same time

AI copilot

  • Summary, sentiment, urgency, priority, recommended action
  • Three approved suggestions, based on the knowledge base
  • Message translation and auto-translation
  • AI summary in the transfer note; resolution report
  • Visible when AI is turned on for the sphere, with a quota
  • AI chatbot that answers customers on its own

Act

  • Convert to a ticket, linked tickets
  • Create a task, share in Chat
  • Contact linked to the directory, unified customer profile
  • Link to an existing deal (web)
  • WhatsApp audio and video calls, post-call notes, log
  • Block, export, archive a conversation

Measure

  • Reports: volumes, response times, resolution, satisfaction
  • By agent and by channel; CSV and PDF export
  • Automatic or manual satisfaction survey
  • Copilot adoption and approved suggestions

Administration

  • Block-based bot flows: visual editor, testing, versions
  • Chat widget, knowledge base, webhooks
  • Teams, notification preferences
  • Seven-step setup wizard

On the phone

  • Inbox, conversation, status, assign, transfer
  • Copilot, quick replies, translation, scheduled send
  • Location and contact card on WhatsApp
  • Incoming WhatsApp calls
  • Settings, bot editor and outgoing calls

Frequently asked questions

What people ask us before connecting WhatsApp.

The answers, including when they say what is still missing. Your question is not here? Ask it during the demo.

Contact us

Your customer messages, in one inbox.

Connect WhatsApp and Messenger, open your website chat, set up routing. Socials Inbox adds on to your plan.

Request a demo