Unified Inbox

Turn every message into a connected customer conversation

Bring WhatsApp, Messenger, Instagram, and online-store Live Chat into one inbox. See the customer behind each conversation, and help your team respond with the right context.

Try EasyStore Ngobrol dengan Kami
Turn every message into a connected customer conversation | EasyStore

Give your team the context to handle every conversation well

Without a connected customer inbox

  • Messages are checked separately across social and store channels
  • Staff reply without seeing the customer’s order or purchase context
  • Teammates cannot quickly tell who is already handling a conversation
  • Product recommendations and follow-ups require switching between tools

With EasyStore Unified Inbox

  • Manage connected customer conversations from one inbox
  • See customer profiles, pending orders, and history beside the chat
  • Assign conversations and keep team handovers visible
  • Share relevant products, orders, or vouchers in supported store chats

How EasyStore Unified Inbox helps

  • Bring customer conversations into one inbox | EasyStore
    Bring customer conversations into one inbox

    Connect WhatsApp, Messenger, Instagram, and online-store Live Chat so your team can view and reply to customer messages without changing channel or platform.

    • Connected channel conversations
    • Start eligible customer conversations from the inbox
    • Status, channel, and assignee filters
  • Understand the customer before you reply | EasyStore
    Understand the customer before you reply

    See the customer’s profile, pending orders, purchase history, and previous conversation context beside the chat, so replies can reflect what they already know.

    • Customer profile and membership details
    • Pending order context
    • Purchase and conversation history
  • Give every conversation a clear owner | EasyStore
    Give every conversation a clear owner

    Assign a conversation to the right staff member, leave internal notes, and reassign when needed so nothing is missed and no customer is answered twice.

    • Staff chat assignment and sound notifications
    • Assignment and reassignment permissions
    • Private internal notes

See one message become a well-informed reply

Watch how a conversation from any channel opens with the customer profile and order context in view.

Handle every customer conversation with more context

  • Answer order questions with the relevant history in view | EasyStore
    Order follow-up
    Answer order questions with the relevant history in view

    Review the customer’s profile and order context beside the chat before replying to a delivery, payment, exchange, or collection question.

  • Help customers find the right product while they are deciding | EasyStore
    Product guidance
    Help customers find the right product while they are deciding

    Understand who is asking and share a relevant product directly in supported Online Store or Shopping App chats.

  • Move a conversation to the right person without losing context | EasyStore
    Team handover
    Move a conversation to the right person without losing context

    Assign the chat to a teammate and leave a private internal note so the next person can continue from what has already happened.

  • Give eligible customers a reason to complete their purchase | EasyStore
    Voucher assistance
    Give eligible customers a reason to complete their purchase

    Share a relevant voucher from a supported Online Store or Shopping App chat, with customer and product context still visible to the team.

Frequently asked questions

  • Which messaging channels can I connect to Unified Inbox?

    Current EasyStore documentation lists WhatsApp, Messenger, Instagram, LINE, Telegram, Online Store chat, and Shopping App chat. The channels most relevant here are WhatsApp, Messenger, Instagram, and online-store Live Chat.

  • Can my team see customer details while replying?

    Yes. The customer information panel can show the linked customer’s profile, membership details, and purchase history, along with pending-order context, using the current product UI.

  • What if a conversation is not linked to the right customer?

    Staff can manually link the conversation to a customer profile, after which the available customer details and history can be viewed beside the chat.

  • Can conversations be assigned to a staff member?

    Yes. A conversation can be assigned from the chat header. The assignee is also shown in the conversation list, and permissions can control whether a staff member can assign or reassign other people’s conversations.

  • Can teammates leave notes without the customer seeing them?

    Yes. Internal notes are private to merchants and staff. Each note shows who wrote it and updates in real time for teammates viewing the conversation.

  • Can staff start a conversation from Unified Inbox?

    Yes, for customers who are reachable through Messenger, Instagram, WhatsApp Business, or Live Chat. Messenger and Instagram availability follows each platform’s messaging-window rules, and an existing conversation is reopened instead of creating a duplicate thread.

  • Can I send products and vouchers in every channel?

    No. Current Help Center documentation states that files, products, orders, and vouchers can be sent from Online Store and Shopping App chats. These commerce actions are not available across WhatsApp, Messenger, or Instagram unless newer product documentation confirms it.

  • How does the team make sure a message is not forgotten?

    Each admin user can set browser and sound notifications. Teams can also assign conversations, filter by status, channel, or assignee, save frequently used filters, and mark a read conversation as unread when it still needs attention.

  • Is Unified Inbox available on every EasyStore plan?

    Plan availability and any channel-specific requirements should be checked against the current Malaysia pricing and connection setup before publication.