Every customer chat
in one inbox.

A unified inbox puts every customer conversation, whatever the channel, into one shared list your whole team works from, instead of a separate app per channel. In Converge that covers nine channels: WhatsApp, Messenger, Instagram, Telegram, Zalo OA, Discord, X (Twitter), email from your own mailbox over IMAP/SMTP, and the Converge chat widget on your website. Each conversation sits next to the customer's profile, tags, private notes and assigned teammate, so nobody has to ask who is handling it.

Omnichannel customer support means serving customers on every channel they use with shared context, so they do not have to repeat themselves. It matters: SQM Group, surveying over one million customers, found satisfaction of 67% when a second channel picked up where the first left off, versus 28% when the customer had to start over. In Converge every channel lands in the same inbox with the same notes, tags, assignment and saved replies, so any teammate can pick up any conversation where the last one stopped.

Auto-replies tell a customer right away that their message arrived and when a person will answer, which shortens the wait they feel even when nobody is free yet. Converge sends two kinds: a handoff message when a chat is passed to your team, and an away message outside your working hours. You can switch them off per channel, test several wordings against each other, and see which one customers rate helpful. Routine questions can be answered by Converge AI from your knowledge base, which hands anything it cannot answer to a person.