Inbox & monitoring
Every channel, one inbox, graded.
Everything a customer does arrives in one place, graded before you look. Email, WhatsApp, SMS, chat and live calls are all conversations on the same list with one assignment model and one search.
- Dana Whitfield Re: Chipped tooth — can I be seen this week? Draft ready 8:42p
- +1 206 ··· ···· Message taken — callback requested for the morning Answered 8:41p
- Marcus Reid do you do same-day crowns? Answered 7:15p
Email, calls, WhatsApp and web chat on one list, graded every half hour so the ones needing a person are already at the top.
Or just ask for it
The inbox comes to you.
Already graded, and you can reply to the summary with an instruction.
InboxThis morning: 3 need you
Needs you: Kepler wants a refund decision · a caller asked for the owner by name · one invoice dispute. Happened: 41 conversations, 38 handled. Opportunity: four people asked about Saturdays this week.
Give Kepler the refund. Reply to the owner one saying I’ll call at 11.
@Octo what’s unassigned and flagged?
On it 🔧(runningtriage_conversations…)
Five unassigned, two flagged needs-attention. The sweep re-grades every 30 minutes. (edited)
👀 13 replies · last reply 6m ago
assign both flagged ones to me
Email octo@agent.omniocto.com · WhatsApp 1-MAN-ASK-OCTO · Slack #omniocto
- Unified inbox across seventeen channels
- One thread list, one set of labels, one search across every channel a customer might use.
- Live phone calls inside the inbox
- A call in progress appears with its transcript building line by line, next to the email threads.
- Assignment & queues
- Conversations are owned by someone rather than hoped over, with queues for the ones that are not yet.
- Labels & statuses
- Consistent labels applied automatically by triage, and statuses that survive across channels.
- Full-text search, CJK and pinyin native
- Search works in Chinese, Japanese and pinyin rather than degrading to substring matching, so finding a conversation does not depend on writing in English.
- Auto-triage: priority and needs-attention
- Every conversation gets a priority from 1 to 5 and a separate flag for whether a human specifically needs to act. They are different questions: an urgent thing can be handled, and a quiet one may not be.
- Always-on triage sweep
- The sweep re-grades every thirty minutes with nothing to configure, so a thread that turned bad at lunchtime is flagged before you are back.
- A digest you can reply to
- Needs you, what happened, and an opportunity — as a real email, so replying with an instruction is how you act on it. The facts are queried directly rather than summarised from transcripts.
- Breakage & budget alerts
- Something broken, or spend crossing 50%, 80% and 100% of budget, told to you when it happens rather than at the end of the month.
- Quiet hours, snooze and one-click unsubscribe
- Notifications respect the hours you set, so being woken at 3am by a threshold is a choice rather than a default.
- Message reactions
- React on a message where the channel supports it, so acknowledgement does not need a whole reply.
What this powers