Messaging

Omnichannel Messaging

A unified approach where customer conversations across email, SMS, WhatsApp, social DMs, and chat live in one connected experience.

Definition

Omnichannel messaging means treating every channel a customer uses — email, SMS, WhatsApp, Instagram DM, Facebook Messenger, live chat, and more — as part of a single conversation history rather than separate silos. The contact record is shared, agents see the full thread regardless of channel, and automations can hand off between channels based on customer behavior. It's distinct from "multichannel," where channels exist but are managed independently.

Example

A lead asks a question on Instagram DM, books a call through an email link, and confirms attendance over WhatsApp. The sales rep sees all three messages on one timeline against the same contact.

How it relates to WellPlan

WellPlan's shared inbox unifies WhatsApp, SMS, email, Instagram, Messenger, and webchat into a single conversation view per contact — see the features overview for the supported channels.