Unified inbox
One list, every channel. A conversation that started on WhatsApp and continued by email is one conversation with one history, and the agent answering it has the same tools whichever channel it came from.
What the inbox gives an agent
Four states, not just read and unread
Open, pending, snoozed and resolved, plus a priority on each conversation, so a queue of two hundred is still a queue somebody can work through.
Assignment to a person or a team
Assign by hand or let an assignment policy do it. Teams have their own queues, and an agent sees what is theirs without filtering for it.
Labels, notes and mentions
Label a conversation for reporting, leave a private note your customer never sees, and mention a colleague to notify them. Participants get updates on a conversation without owning it.
Search that crosses the boundaries
One search box covers conversations, messages, contacts and documentation articles, so finding "the customer who asked about the invoice last month" does not need three attempts.
Filters and saved folders
Build a filter once — unassigned, high priority, this label, this inbox — and save it as a folder the whole team can use.
A reply box built for real replies
Attachments, voice notes, approved WhatsApp templates, canned responses, drafts that survive a refresh, message retry when a send fails, and an email transcript of the whole conversation.
Worth knowing
Search covers conversations, messages, contacts and documentation articles. There is no separate advanced-search product, and conversation-level SLA timers are not part of this product — the SLA engine in Lynomia applies to support tickets, not to your own conversations.