How do I manage conversations from different channels in one inbox so managers don’t miss a single request?
The Chats section provides a single control center for managing all communications on the platform. It aggregates messages from all connected channels in one interface. This allows managers to handle requests efficiently and ensures that no message goes unnoticed.
Key tools and features for monitoring conversations:
- Aggregation of all communication channels: One window displays dialogs from Telegram, WhatsApp, Facebook, Instagram, the website (widget, IFrame), as well as text transcripts of phone calls. Managers don't need to switch between different apps and messengers.
- Processing status control (Review State): The system lets you assign Not Reviewed and Reviewed statuses to conversations. This helps separate active work from completed cases and ensures that no complex case is overlooked.
- Real-time alert system: So managers learn about new events instantly, there are sound alerts in the browser, as well as duplicate notifications sent to a dedicated Telegram bot or to Email. Notifications arrive when a new order is placed or when a customer requests a live agent.
- Taking over a conversation as a live specialist: If a question requires human involvement, the operator can block the AI (AI Blocked) and start replying directly in the chat window. The customer will continue receiving messages in the same channel where they started the conversation.
- Priority for important requests: The Only with Contacts filter instantly isolates from the general flow only those chats where the customer left their contact details, placed an order, or requested to be contacted by a manager.
- Real-time monitoring: Supervisors can watch any conversation in real time, checking the quality of the AI employee's replies and stepping in on non-standard tasks when needed.
This way of organizing the workspace turns scattered communication channels into a single task queue, which significantly speeds up service and prevents lost leads.
Updated on 19.10.26
The Chats section provides a single control center for managing all communications on the platform. It aggregates messages from all connected channels in one interface. This allows managers to handle requests efficiently and ensures that no message goes unnoticed.
Key tools and features for monitoring conversations:
- Aggregation of all communication channels: One window shows dialogs from Telegram, WhatsApp, Facebook, Instagram, the website (widget, IFrame), and text transcripts of phone calls. Managers don't need to switch between different apps and messengers.
- Review State control: The system lets you assign Not Reviewed and Reviewed statuses to dialogs. This helps separate active work from completed cases, making sure no complex case is overlooked.
- Instant notification system: So managers learn about new events right away, there are browser sound alerts, plus duplicate notifications sent to a dedicated Telegram bot or by Email. Notifications arrive when a new order comes in or when a customer asks for a live agent.
- Live specialist takeover: If a question requires human involvement, the operator can block the AI (AI Blocked) and start replying personally right in the chat window. The customer keeps receiving messages in the same channel where they started the conversation.
- Priority for important inquiries: The Only with Contacts filter instantly pulls out of the general flow only those chats where the customer left their contact details, placed an order, or asked to be connected with a manager.
- Real-time monitoring: Managers can watch any dialog in real time, checking the quality of the AI employee's replies and stepping in on non-standard tasks when needed.
This way of organizing the workspace turns scattered communication channels into a single task queue, which significantly speeds up service and prevents lost leads.
What omnichannel means in simple terms
Omnichannel means the customer writes wherever it is convenient for them, while the company responds from one place and sees the full history of the conversation. In Binom, this is the Chats section: "Unified dialog queue from all channels". The same AI employee, drawing on a shared knowledge base, responds in any channel: see which channels Binom works in.
Which channels are part of the omnichannel chat
The "Source" filter in Chats shows where a dialog came from: "Public chat", "Widget", Telegram, WhatsApp, Instagram, Facebook, Gmail, YouTube, HelpCrunch, API, "Incoming call", "Outgoing call", "Real-time voice", "Interview".
How to work with the unified inbox every day
- Open Chats: at the top you'll see "Dialogs: …".
- Start with the "Chat status" → "Requires manager" filter: these are the customers waiting for a human.
- Then check "Unread": new dialogs no one has opened yet. After reviewing, click "Mark as viewed".
- To reply yourself, click "Transfer dialog to operator": how to take over a dialog from the AI.
- Handle issues that require action (an order, a complaint, a callback request) as tickets: what a ticket is in Binom.
All filters and search in detail – how to find a conversation with a client.
Other questions people ask
Can chats from all messengers be combined?
Yes, all connected channels are automatically pulled into Chats. Channels are connected in Integrations.
How do I avoid missing a client message?
Turn on email notifications and browser sound – how to set up notifications.
