Be there on every channel, with one agent

One unified inbox for every channel

A customer who messages your Instagram at lunch and emails you that evening about the same order is, from your side, having two disconnected conversations with two different tools open — unless both land in the same place. Evoriqa connects eight channels — the website widget, WhatsApp, Instagram, Messenger, SMS, Slack, email and the phone — and routes every conversation from all of them into one inbox. Email is the exception: it lands in the same inbox for your team, with the AI copilot drafting the reply rather than sending one. Your team stops tab-hopping between a chat dashboard, a social inbox and an email client just to see what's outstanding, and a conversation that started on one channel doesn't quietly disappear because nobody was watching the other tab it moved to.

The agent answering across those channels draws on one knowledge base, so the reply a customer gets about your return policy is the same whether they asked through the website widget or messaged WhatsApp from their phone. That consistency is easy to lose the moment a business runs separate tools per channel, each with its own copy of the FAQ slowly drifting out of sync with the others.

Not every channel has to work the same way, though. A per-channel "AI replies" switch lets you decide, channel by channel, whether the agent answers directly or stays human-first — a channel handling sensitive account issues can run with a person sending every reply while the AI drafts suggestions behind the scenes, while a high-volume channel like the website widget answers on its own. Both modes report into the same inbox, so switching one channel's setting doesn't change where your team looks for a conversation.

The same answer on the website, WhatsApp, Instagram, SMS and the phone

Picture a single question — "are you open this Saturday" — asked five different ways across five channels in the same afternoon. On the website widget it's typed into the corner chat window; on WhatsApp it's a message sent from a saved contact; on Instagram it arrives as a DM from someone who found you through a post; over SMS it's a text to a number a customer already had; and on the phone it's spoken out loud to the voice agent. Every one of those gets the same grounded answer, sourced from the same hours listed in your content, and every one of them lands as a conversation in the same inbox — which is what a unified inbox actually means: not five inboxes glued together, but one view where a channel is a tag on a conversation rather than a different tool entirely. Email is different by design: every inbound email lands in the same inbox flagged for a person, and the AI copilot drafts the reply for your team to send.