Connect Multiple Messaging Channels
Customers may contact a business through different platforms, but the business still needs one consistent service process. Connected channels make that possible without pretending every platform works exactly the same way.
Preserve the source channel
Agents should always know where a message came from because platform capabilities, customer expectations, and response formats can differ.
Normalize the workflow
Use shared concepts such as assignment, unread status, priority, notes, and resolution even when channel-specific features remain different.
Handle permissions securely
Connect only authorized business accounts and review access whenever employees, agencies, or account ownership changes.
Plan for channel limits
External platforms may impose API, policy, formatting, or timing restrictions. The inbox should communicate those limits clearly.