Omnichannel
Phone, WhatsApp, Instagram, Messenger, email and SMS conversations combined into one client history.
Omnichannel means every conversation, whichever channel the client uses, lands on the same contact record and in a shared inbox.
When a client starts on Instagram and continues by phone, the agent sees the whole conversation and nobody asks the same question twice.
Why it matters for agencies
Property clients switch channels freely. When channels are siloed, agents don't know what colleagues have discussed and the client experience suffers.
Example
A buyer messages on Instagram, then calls the next day. The voice agent sees the earlier messages on the contact record and picks up the conversation about the same listing.
Related terms
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