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Communication Suite

Inbox

Omnichannel agent desk

Used byCustomer Support

Every channel, every customer, one real-time agent desk.

Inbox is BOL7's omnichannel agent desk: a unified, real-time three-pane workspace that brings WhatsApp, Email, SMS, RCS, Telegram, Messenger, Instagram, Web Chat, Discord, Slack, and Voice into a single conversation list, message thread, and contact profile. It solves the chaos of scattered messaging tools, missed conversations, and slow handoffs by giving agents one place to read, route, reply, and resolve. Built for support and sales teams that need channel-aware replies, clear ownership, and SLA visibility without switching apps.

8 use cases

Documented use cases

What problem each scenario solves, how Inbox handles it, and what you gain.

01

One Screen for WhatsApp, Instagram and Email

Customer support agent
Problem

Customers reach out on WhatsApp, Instagram DM, and email, but agents juggle a separate app and login for each. Conversations get missed, context is lost when a customer switches channels, and agents waste time tabbing between tools instead of helping people.

How BOL7 solves it

Inbox unifies all messaging channels into a single three-pane desk, where the conversation list shows channel badges so agents instantly see whether a message arrived via WhatsApp, Instagram, or email. The channel-aware composer adapts to each channel's rules, and the contact profile pane keeps the customer's details in view across every thread.

Outcome

Agents work from one screen instead of many, so fewer messages slip through and customers get faster, more consistent answers regardless of how they reached out.

WhatsAppInstagramEmailOmnichannel
02

Re-engage Expired WhatsApp Chats with HSM Templates

Customer support agent
Problem

WhatsApp closes the free-form messaging window 24 hours after a customer's last message. Once it expires, agents simply can't reply, leaving questions unanswered and follow-ups stranded until the customer happens to message again.

How BOL7 solves it

When a chat is outside the 24-hour window, Inbox surfaces approved WhatsApp HSM templates in the composer and lets the agent fill in template variables to personalize the message. Sending an approved template reopens the conversation compliantly, without guesswork about WhatsApp's policy.

Outcome

Agents can reliably re-engage customers after the window closes, keeping conversations alive and follow-ups on track while staying within WhatsApp's rules.

WhatsAppHSM templatesRe-engagement
03

Threaded Context with Quote-Reply

Customer support agent
Problem

In a busy WhatsApp thread, a customer may have several open questions at once. A plain reply leaves them guessing which message the agent is answering, leading to confusion, repeated questions, and back-and-forth that drags out the conversation.

How BOL7 solves it

Inbox supports WhatsApp quote-reply, letting agents respond to a specific message by referencing its wamid so the original message appears quoted above the reply. The customer sees exactly which question is being addressed, right inside their WhatsApp chat.

Outcome

Conversations stay clear and easy to follow, reducing misunderstandings and the need to re-explain which point an answer refers to.

WhatsAppQuote-replyContext
04

Assign, Tag and Snooze in One Flow

Support team lead
Problem

Without clear ownership, conversations either get worked on by two people at once or by no one at all. Important threads that need a later follow-up clutter the active queue, and there's no quick way to label conversations for reporting or routing.

How BOL7 solves it

Inbox lets you assign a conversation to a specific teammate, apply tags (individually or in bulk), and set status across Open, Pending, Resolved, and Closed. You can snooze a thread for anywhere from 15 minutes to 24 hours so it drops out of view and resurfaces exactly when it's time to act.

Outcome

Every conversation has a clear owner, follow-ups come back at the right moment, and tags keep the queue organized and reportable.

AssignmentTagsSnoozeWorkflow
05

Smooth Bot-to-Human Handoff

Support agent and conversational AI manager
Problem

Bots handle routine questions well but stall on complex or sensitive ones. When a customer needs a person, an abrupt or contextless handoff frustrates them, and the receiving agent often starts blind, forcing the customer to repeat themselves.

How BOL7 solves it

Inbox provides bot-to-human handoff with a reason note, so the conversation moves into the agent desk along with the context for why it was escalated. The agent picks up the full thread in the three-pane view and continues seamlessly.

Outcome

Escalations feel continuous rather than jarring, agents start informed, and customers avoid repeating their issue when a human takes over.

Bot handoffEscalationAutomation
06

Turn Conversations into Deals Instantly

Sales agent
Problem

Buying signals surface mid-conversation, but logging them means switching to a separate CRM, copying details over, and breaking the flow of the chat. In the gap, context gets lost and promising leads never make it into the pipeline.

How BOL7 solves it

Inbox lets agents create a sales deal directly from a conversation and link it to the contact, with the deal then visible in the profile panel alongside the thread. Existing linked deals show up there too, so the customer's commercial context travels with the conversation.

Outcome

Sales signals get captured the moment they appear, and every agent can see a customer's deals without leaving the conversation.

SalesDealsCRM
07

Clear the Queue with Bulk Close

Support team lead
Problem

At the end of a shift or busy spell, dozens of resolved conversations linger in the list. Closing them one at a time is tedious, and a cluttered queue makes it hard to see what genuinely still needs attention.

How BOL7 solves it

Inbox supports bulk actions from the conversation list, letting agents select a batch of resolved conversations and close them in a single step, alongside bulk tagging. The active queue immediately reflects only what's still open.

Outcome

Queues stay clean and accurate with minimal effort, so the team's attention focuses on conversations that are truly still in play.

Bulk actionsProductivityQueue management
08

Catch and Act on SLA Breaches Fast

Support team lead
Problem

Service-level commitments quietly slip when no one notices a conversation aging past its target. Breaches surface only after a customer complains or during a retrospective, by which point trust is already damaged and the cause is hard to trace.

How BOL7 solves it

Inbox includes SLA breach detection that flags at-risk conversations with a breach indicator right in the queue, and a detail modal that shows the specifics of the breach. Powered by real-time WebSocket updates with a polling fallback, the signal appears as soon as the threshold is crossed.

Outcome

Teams spot breaches the moment they happen and can step in before the customer relationship suffers, keeping service commitments visible and accountable.

SLAReal-timeMonitoring

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