One inbox for every customer channel
Customers do not choose a channel to make your life easier. One asks on LINE, another on Instagram, a third through a Shopee chat. If each channel lives in its own app, messages get missed, replies are inconsistent and nobody knows who is handling what.
A shared inbox fixes this by putting every channel in one place. Here is what to look for.
Every channel you actually use
List where customers really contact you today. For many Thai businesses that means LINE (including group chats), Facebook, Instagram, WhatsApp, TikTok, Shopee and Lazada, plus a chat widget on the website. Connect those first; do not try to add everything at once.
Clear ownership of each conversation
Every conversation should have an owner. Assign them by hand, or let auto-assign spread new conversations across the team so one person is not overloaded. Customers get faster answers, and managers can see where things are stuck.
One profile per customer
The same person may message you on LINE today and Instagram next week. If your inbox recognises them as one customer, your team sees the history and details alongside the chat instead of starting from zero.
AI that helps, then hands over
An AI assistant can answer the questions you get every day, such as opening hours or how to book, using a knowledge base you control. The important part is the handoff: when a question is beyond the assistant, it should pass the conversation to a person smoothly.
A simple way to start
- Connect your two busiest channels.
- Agree who owns which kind of conversation.
- Write down the ten questions you answer most, and use them as the start of your knowledge base.
- Review after a few weeks and add the next channel.
Upsize Chat brings these channels, assignment, unified customer profiles and an AI assistant together, and works alongside Upsize CRM, Booking and Loyalty under one login.