Shared inbox

Shared inbox: every chat in one place

Whatever the bot can't sort out ends up here, along with every other conversation from your website, WhatsApp, Instagram and Messenger. Each one is marked with its channel and comes with the whole history.

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Four channels, one list
Takeover with the full history
Real-time notifications

GDPR compliant

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Made in Germany

From bot to team, in the same chat

Booking AssistantOnline

tyre change tuesday, and can you check the brakes? they squeak
Booking Assistant
Someone from the workshop should look at that. I'm handing you over to the team, and our chat so far stays with it.
Mehmet took over the conversation
Mehmet
Hi, this is Mehmet from the workshop. You're booked in, and I've planned time for the brakes.
Appointment bookedTue, 8:30 am · Tyre changeBrake check scheduled

Type a message...

A car garage's website chat, Friday, 10:05

Screenshot of the inbox with conversation list and an open chat

The situation

Three apps, two phones, one customer

Wednesday, 13:40, an estate agency. A couple has been chatting with the bot on the website about a two-bedroom flat. They've got the exposé, they know the service charges, and now they want to know whether the landlord would accept a cat. That isn't in any document. A person has to answer.

Without a shared inbox, this is where the searching starts. Who has the agency phone today? Didn't the same couple message on Instagram yesterday as well? And what exactly did the bot tell them? In the end someone rings them back and asks everything all over again.

In the My-Chatify inbox, your team sees the conversation with everything that was said before and replies in the same chat. For the customer, the conversation simply carries on.

In detail

What you get

Every channel in one list

The inbox brings together conversations from the chat widget on your website and, from the Professional plan, from WhatsApp, Instagram Direct and Facebook Messenger. Each conversation carries a badge for its channel. You can see at a glance whether someone is writing from your website or from WhatsApp, and keep your reply short or go into detail accordingly.

Our view: this is the genuinely useful bit. Enquiries stop getting lost in some app just because the wrong phone was on the desk that day.

How the handover from bot to team works

The bot hands over when a question gets too specific or the customer asks for a person. Your team gets a real-time notification, opens the conversation and replies straight away. Above the reply box sits the full history, including the bot's answers and any photos or files the customer sent.

Nothing changes for the customer. They keep typing where they started and don't have to dig out their order number a second time.

Handover on request or when it gets complicated
Live replies from the inbox
Full history, bot answers included
Photos and files right in the conversation

When someone replies straight from WhatsApp

Not everyone on the team sits at a computer. If the owner replies on the go from the WhatsApp Business app or from Instagram, My-Chatify notices and the bot steps back from that conversation. After about 30 minutes with no activity from the team, the AI takes over again. The full conversation is still visible in the inbox.

Keeping contacts, spotting gaps

When the bot asks for a name, email or phone number during a chat, for a callback or a viewing for instance, those details go into your leads list. You can get an email for each new lead, export them to your CRM or send them on to other systems via webhook.

Analytics show how many conversations came in, how many the bot handled on its own, which questions come up most and which ones it couldn't answer. That last list is usually the most interesting.

How it works

Getting your conversations into the inbox

No coding, no IT project. Live in under 3 minutes.

01
Set up your assistant
Create an assistant, add your content and test it in the Playground. That's the base for every channel.
02
Connect your channels
Add the website widget with a script tag. From the Professional plan, you can also connect WhatsApp, Instagram and Messenger through your business's Meta accounts.
03
Keep an eye on the inbox
From then on every conversation lands in one place, and you're notified as soon as the bot hands over to your team.

FAQ

Frequently asked questions

Answers to the questions we hear most often about this topic.

Can my team see what the bot said earlier?

Yes, the whole history is in the conversation, including the bot's answers and any images or files. Your team carries on exactly where the bot left off.

How do I know a conversation has been handed over?

You get a notification in real time. New leads can also be sent to you by email.

Can I still reply from the WhatsApp Business app?

Yes. My-Chatify notices, and the bot steps back from that conversation. After about 30 minutes without activity from your team, it takes over again.

Do I have to use all four channels?

No. You can start with just the website widget and add WhatsApp, Instagram or Messenger later. The Meta channels are included from the Professional plan.

Can leads go into my CRM?

Yes, via CRM export or webhooks. If you want to build your own connection, there's also a REST API.

Question not on the list? Write to us or give us a call. You will hear back from our team in Dortmund, not from the bot.Get in touch

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All your customer chats in one place

Try My-Chatify for free with the website widget and add the other channels when you're ready.