What is an Omnichannel Inbox?
Definition
A single inbox that manages customer conversations across every communication channel.
Omnichannel Inbox
An omnichannel inbox consolidates messages from phone, SMS, email, and chat into a single interface, letting agents reply from one place. It tracks conversation history and syncs with the CRM.
Real-World Example
A support team handles 2,000 mixed‑channel tickets per week; Frontdesk’s inbox reduces average handling time from 6 mins to 3 mins, raising first‑contact resolution by 18%.
How Central Frontdesk Works
Frontdesk aggregates inbound threads, tags them by channel, provides AI‑suggested replies, and auto‑logs each interaction in the linked CRM.
Key Benefits
• Unified view of all conversations • Faster response times • Accurate CRM data.
Common Use Cases
• Customer service centers • Sales prospecting via phone & chat • After‑hours support.
Getting Started
1. Link phone numbers, SMS short code, and email 2. Set up inbox view preferences 3. Enable AI suggestions 4. Connect to CRM.
Why It Matters
A single pane of glass eliminates siloed communication, improving efficiency and customer satisfaction.
