A unified inbox for WhatsApp, email and SMS

Customers do not stick to one channel. Someone fills in a form on your website, sends a WhatsApp message that evening and phones the next morning. In EDCRM.AI all of that appears in a single thread on the contact record, in date order. Your team reads the whole story before they reply.

The inbox brings together WhatsApp, SMS, email, Facebook Messenger, Instagram DMs, your website chat widget and call logs. You choose the reply channel in the same window, so nobody needs to switch between a phone, a mailbox and three browser tabs.

WhatsApp is the main channel for most businesses in the UAE and India, so it helps to know how it works. When a customer messages you, a 24-hour window opens and your team can reply in free-form text. To start a conversation yourself, or to write after the window has closed, you send a template that Meta has approved, and only to customers who have opted in.

When a call to your business number goes unanswered, the system can send the caller a text message straight away. The message says you are sorry you missed them and asks how you can help. The reply lands in the inbox as a normal conversation. A caller who might have tried the next company on the list has a reason to wait for you.

Each conversation can be assigned to a user, so it is clear who owns the reply. Managers can see which conversations are unassigned or still waiting for an answer. Text snippets store the replies you type most often, such as your location, opening hours or bank details, and insert them in a couple of taps.

• New enquiries can be assigned to a user by a workflow, for example by branch or by service.
• Notes on the contact let colleagues hand over without a separate chat group.
• Role-based permissions can limit users to the conversations assigned to them.
• The mobile app lets staff reply while they are away from the desk.

The front desk opens the inbox in the morning and works through unread threads, oldest first. Anything that needs a specialist is assigned to that person with a note. During the day new messages appear as they arrive, and staff on the move answer from the mobile app. Before closing, the supervisor checks that no conversation is left without a reply or a follow-up task.

We connect your channels one at a time: WhatsApp Business number, Facebook and Instagram pages, email, phone number and the chat widget on your website. As an official Meta WhatsApp Business Partner, we guide you through number registration and submit your message templates for approval. We then write your first snippets with you, set the assignment rules and train your team on live conversations.