Connect the channels you use
Start with supported accounts and the permissions each connection needs. Email, website chat and WhatsApp have different setup and messaging rules.
Cross-channel conversations
Give your team a place to understand the conversation.
Customers use different channels. Bring supported conversations and relevant customer information into Entagl so staff can see what they need before replying.
Review the customer record
Use available contact details and history to understand the request. Identity links depend on the information and confirmation available; a matching name is not proof of the same person.
Continue with care
Check the relevant conversation and choose the next action. Keep private customer information scoped to the right record and workspace.
In your workspace
Keep useful customer information close to the conversation.
- Connect the channels your business uses.
- Open the customer’s conversation and review their contact record.
- Confirm the customer’s details when their history is unclear.
- Continue in the channel where the customer expects a reply.
What happens next
Staff use the inbox and connected records for the next response.
What to know before you start
Channel connections do not guarantee automatic identity matching or identical features across platforms.
Your questions, answered
Is a shared inbox the same as automatic customer recognition?
No. A shared inbox puts channels in one workspace. Connecting the same person across channels also requires a supported identity link or a reviewed customer record.
Can I answer every channel from one conversation?
Reply in the selected channel’s conversation. Its messaging permissions, delivery rules, and supported attachments continue to apply.
Will the customer have to repeat information?
Your team can use the information available in the customer record. Ask us to demonstrate the currently available AI context and customer-linking behavior for your channels.
Connected capabilities
AI conversation controlsGive your AI a clear job and clear boundaries.Shared team inboxThe assigned teammate can review and continue the conversation.Conversational intake and formsThe right questions, in the right format.Secure file uploadsAuthorized staff can review the file and continue the work.