Channels
WhatsApp, Messenger, and Instagram are the familiar ones. The desk is not limited to them. Adding an inbox offers the full set below.
One place
Each channel keeps its own number, page, inbox, or account. What changes is where the team works. A message from any of them opens in twix, with the sender’s name and the history, and the reply returns on that same door.
The number people already saved. The message opens on the desk, and the reply goes back on WhatsApp.
Page conversations arrive named. They sit beside WhatsApp, so a busy afternoon is one queue.
Direct messages join the same list, with the same assignment and the same agent.
A live-chat widget on the site. Visitors write there, and the thread opens on the desk.
Gmail, Outlook, or another provider. Customers keep writing to the address they know.
Texts through Twilio or Bandwidth, listed with the other conversations.
A bot token connects Telegram. Replies leave from the same thread.
A Line account joins the queue. The team does not open Line to answer it.
A custom channel, when the door you need is not already on the list.
Twilio phone calls, once voice is turned on for the account.
Voice calls on the WhatsApp number, handled from the desk.
TikTok messages, once the TikTok app is connected to the account.
One list
Filters keep one channel apart when you need it apart. The default is simpler: everyone who wrote, in the order they wrote, from every inbox you have connected.
