Omnichannel inbox is currently one of the hottest CRM trends and I'd love for Espo to support this feature.
While email is still the dominant communication channel, many other channels are growing in popularity for business communications. These include SMS, WhatsApp, Telegram, Messenger, and possibly a few others. Espo already supports SMS, but only for sending.
The idea of an omnichannel inbox is that customers communicate via their preferred channel while Espo remains channel agnostic. Regardless of whether a customer sends an email, SMS, WhatsApp message, etc... all the messages would flow into the existing email inbox which would be upgraded to an omnichannel inbox. When replying to a message, Espo would default to sending the reply via the same channel the message was received from. However, when a user sends a message to a customer, Espo would display a dropdown containing available channels for that user. In the user's contact record, there'd be a field for each supported channel where we could enter the phone number or username for that channel.
While email is still the dominant communication channel, many other channels are growing in popularity for business communications. These include SMS, WhatsApp, Telegram, Messenger, and possibly a few others. Espo already supports SMS, but only for sending.
The idea of an omnichannel inbox is that customers communicate via their preferred channel while Espo remains channel agnostic. Regardless of whether a customer sends an email, SMS, WhatsApp message, etc... all the messages would flow into the existing email inbox which would be upgraded to an omnichannel inbox. When replying to a message, Espo would default to sending the reply via the same channel the message was received from. However, when a user sends a message to a customer, Espo would display a dropdown containing available channels for that user. In the user's contact record, there'd be a field for each supported channel where we could enter the phone number or username for that channel.
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