The omnichannel inbox for enterprise service teams
CommLeap's omnichannel inbox brings every WhatsApp, SMS, RCS Coming soon and email conversation, plus voice call logs, into one shared workspace. Agents see the full customer story, work the right queue and reply within channel rules. Supervisors keep service levels on track.
Everything your team needs in one shared team inbox
Customers choose the channel, and agents shouldn't have to chase them across tools. The CommLeap inbox gives service, sales and operations teams one place to converse, collaborate and resolve.
One workspace, every channel
WhatsApp, SMS and email threads share the same queues, and RCS Coming soon will join them. Voice call logs sit alongside them, so agents don't need to switch tools to find context.
Unified customer profile
Each customer gets one timeline with contact details, attributes, tags and past conversations, plus orders or tickets pulled from your systems.
Routing and queues
Round-robin, skills, language, region and VIP rules assign each conversation to the right team and keep workloads balanced; rules are set up with our team during onboarding.
Collaboration built in
Private notes, @mentions and transfers between agents or teams. The customer never sees the internal discussion.
Canned responses and templates
A shared library of replies with variables, plus approved WhatsApp templates for conversations outside the 24-hour window.
SLAs, hours and CSAT
Response and resolution timers, per-team business hours, out-of-hours replies and satisfaction surveys when a conversation closes.
AI assist Coming soon
AI will draft replies, summarize and translate. Agents will review everything before it is sent, and AI features will be optional for each team.
Supervisor dashboards
Live queue views and historical reports on response times, resolution, SLA attainment and customer satisfaction.
Mobile-friendly agent experience
A responsive interface lets agents and supervisors check queues, reply and reassign from a phone or tablet.
Get conversations to the right agent the first time
Routing rules are rule-based, set up with our team during onboarding, and run as soon as a message arrives. You can combine conditions such as channel, language, region, customer tier, topic or the button a customer tapped. The conversation then goes to the queue best equipped to resolve it.
- Round-robin or load-balanced assignment with per-agent capacity limits
- Skills-based routing for billing, technical support, sales and other specialisms
- Language and region rules for multilingual, multi-market teams
- VIP and priority queues that move ahead of standard traffic
- Automatic reassignment when an agent goes offline or an SLA is at risk
A WhatsApp team inbox that knows the rules
WhatsApp allows free-form replies for 24 hours after a customer's last message. After that, a business must use a message template approved by Meta. The CommLeap inbox tracks this window on every conversation, so agents don't have to guess what they can send.
- Live countdown of the customer service window on every WhatsApp thread
- Composer switches to approved templates once the window has closed
- Template picker with variables, language versions and media
- Shared canned responses for SMS, email and RCS Coming soon, organized by team
AI that will help agents work faster, with people in charge Coming soon
AI assist is coming soon to the omnichannel inbox. It will draft, condense and translate, and your agents will decide what the customer receives.
Suggested replies Coming soon
AI will draft responses from the conversation, your canned-response library and approved knowledge sources. Agents will edit, accept or discard each suggestion.
Conversation summaries Coming soon
Agents will catch up on long threads and transfers with a short summary of the issue, what has been tried and what the customer is waiting for.
Translation Coming soon
Agents will read inbound messages in their own language, and replies will go out in the customer's, so one team can cover more markets. We recommend reviewing translations of sensitive content.
Human in control by design
AI assist is coming soon. AI features will be optional and configurable per team, and suggestions will not be sent without an agent's action. Customer data is not used to train shared AI models. AI output can be inaccurate, so we recommend review policies for regulated conversations. For AI agents that will resolve conversations end to end (also coming soon), see Conversational AI, or join early access.
Launch your omnichannel inbox in four steps
Most teams start with one channel or market, prove the workflow, then expand. Our solutions team helps you map your current operating model to the inbox.
Connect your channels
Link WhatsApp numbers, SMS senders, RCS agents Coming soon and email addresses, and import contacts from your CRM or a CSV file.
Design teams and rules
Create teams, queues, business hours, SLA targets and routing rules that reflect how your service organization already works.
Integrate your systems
Bring order, account and ticket data into the customer profile through the API, webhooks or available connectors.
Go live and coach
Start with one team, review dashboards and CSAT, then refine rules and templates before rolling out further.
Governance for large, distributed teams
When hundreds of agents across brands and regions share customer data, access has to be deliberate. CommLeap gives administrators fine-grained control over access, and audit logs of who did what are coming soon.
- Role-based permissions for agents, supervisors and administrators
- Team- and brand-level scoping so agents see only the conversations they should
- Single sign-on (SSO) with your identity provider Coming soon
- Audit logs of sign-ins, assignments, exports and configuration changes Coming soon
- Configurable data retention and masking of sensitive fields Coming soon
Roles & permissions
Decide who can reply, transfer, export, see reports or change settings.
Single sign-on Coming soon
Will let you centralize access and offboarding through your identity provider.
Audit logs Coming soon
Will provide a searchable trail of administrative and agent activity for reviews.
Data masking Coming soon
Will hide card numbers and other sensitive values from agent views.
Supervisor dashboards that measure what matters
Live views show queue depth, wait times and agent availability as they happen. Historical reports break performance down by channel, team, agent, tag and period. You can export them or pull them into your BI tools through the API.
| Metric | What it measures | Why supervisors use it |
|---|---|---|
| First response time | Time from a customer's first message to the first agent reply | Shows whether customers are acknowledged promptly |
| Resolution time | Time from conversation start until it is marked resolved | Reveals complex topics and process bottlenecks |
| Handle time | Active time agents spend working a conversation | Informs staffing, capacity limits and coaching |
| SLA attainment | Share of conversations that met response and resolution targets | Tracks commitments by team, channel and priority |
| CSAT | Average score from post-conversation satisfaction surveys | Connects operational speed to customer experience |
| Backlog | Open conversations waiting in each queue at a point in time | Signals when to rebalance agents or queues |
Connect your CRM, helpdesk and core systems
The inbox runs on the same platform as CommLeap's messaging APIs. You can pull customer context into the agent view and push outcomes back to your CRM. Assignments and closures can also trigger workflows in your helpdesk or data warehouse.
- Webhooks for inbound messages, assignments and closed conversations
- REST API to create conversations, add notes and update contact attributes
- Customer data from your systems shown in the agent sidebar, where configured
- Contact sync with CRM and CDP platforms
Omnichannel inbox questions, answered
What is an omnichannel inbox?
An omnichannel inbox is a shared workspace where agents handle conversations from several channels (for example WhatsApp, SMS and email) in one set of queues, with a single history for each customer. Instead of switching between tools, agents see every message, note and call log in one timeline, and supervisors manage workload and service levels in one place.
Can multiple agents share one WhatsApp number?
Yes. With the WhatsApp Business API, many agents can work on the same WhatsApp number at once through the CommLeap inbox, each with their own login, permissions and assigned conversations. The WhatsApp Business mobile app supports only a limited number of linked devices, so it is not designed for larger teams working from one number. Learn about the WhatsApp Business API.
How does the inbox handle the WhatsApp 24-hour window?
WhatsApp lets businesses send free-form replies for 24 hours after a customer's last message. The inbox shows whether that window is open on every WhatsApp conversation and how long remains. Once it closes, the composer offers only approved message templates, so agents can restart the conversation within Meta's rules.
Does AI assist reply to customers automatically?
No. AI assist is coming soon. When it launches, it will draft replies, summarize conversations and translate messages, but an agent will review and send every response, and AI features will be optional for each team. Customer data is not used to train shared AI models. AI agents that handle conversations end to end, with handoff to agents when needed, are also coming soon: see Conversational AI.
Which CRMs and helpdesks can we connect?
Systems that can call a REST API or receive webhooks can generally be connected. Teams typically sync contacts, show order or account data next to the conversation, and write outcomes back to the CRM or helpdesk when a conversation closes. Ask our solutions team about connector options for your specific stack, or explore the developer overview.
Can we control who sees which conversations?
Yes. Role-based permissions and team and brand scoping let administrators decide who can view, reply to, export or configure conversations. Single sign-on (SSO) and audit logs are coming soon. Read about our security approach.
Can agents work from mobile devices?
The agent interface is responsive, so agents and supervisors can check queues, reply and transfer conversations from a phone or tablet browser as well as a desktop.
How is the omnichannel inbox priced?
Pricing depends on your team size, channels and feature requirements. Meta bills WhatsApp messaging charges directly to your WhatsApp Business Account; CommLeap invoices its own platform fees and non-WhatsApp channel usage separately. Request a quote.
Pair the inbox with automation and outreach
Conversational AI
No-code chatbots and flows with human handoff; AI agents coming soon.
Learn moreWhatsApp Business API
Two-way WhatsApp messaging at enterprise scale — templates, Flows, catalogs and automation.
Learn moreCampaigns & Journeys
Segmented broadcasts and automated journeys across WhatsApp, SMS and email.
Learn moreSee the omnichannel inbox with your own workflows
Share your channels, team structure and systems. We'll show how routing, SLAs and integrations would work for your service organization.
- Solution design with a named specialist
- WhatsApp onboarding and verification support
- Transparent, volume-based pricing