WhatsApp, email, phone, text and web chat — all landing in Microsoft Teams, Zoho Bigin or Xelion instead of scattered across five apps and three people's pockets. The thing most small businesses need but nobody's quite sold them yet.
A typical customer pings on WhatsApp in the morning, emails an attachment in the afternoon, and calls the office number at 5pm. Three threads, three apps, three people who each see one slice. Things get missed.
Customers love it because it feels casual. Your team hates it because it lives on whoever's mobile happened to answer. We bring WhatsApp Business into a shared inbox the whole team can see.
Generic info@ / sales@ / support@ addresses unified with personal mailboxes. Threads visible to the team, auto-assigned, replied to from one place.
Phone calls (via our office phones service) and texts land alongside the written messages. Call recordings attach to the right customer; missed calls become follow-ups.
Website enquiries and live chat widgets route into the same inbox. No more "did anyone reply to the form?" hunts on a Monday morning.
Where everything lands is your choice: Microsoft Teams, Zoho Bigin or Xelion. The channels feeding in are the same; the mix and the destination are up to you.
WhatsApp, shared email and calls show up as Teams channels. Right answer if your team already chats and meets in Teams — you don't ask them to learn a second app.
The same messages, but attached to your customer records. Every conversation tied to a contact and a deal. Right answer if sales is the goal and you want to see every touchpoint.
If you've got our Xelion phone system, your calls, WhatsApp and messages can all land there too — next to live call screens and your customer records. Right answer for sales teams and anyone who lives on the phone.
We see this conversation most often from customer-facing businesses — sales teams, service businesses, anyone where missing a message costs real money.
Your busiest customer messages your most senior person on WhatsApp. When she's off, those threads are invisible to everyone else. That's a continuity risk.
Your sales@ inbox has five people checking it, three people not, and a dozen "wait, did anyone reply?" moments a week.
A lead emails, then phones, then forms — and the salesperson picking it up has none of the previous context. Looks unprofessional, costs deals.
You're in a regulated field (finance, healthcare, legal) and need a proper record of customer conversations. Personal WhatsApp doesn't cut it.
WhatsApp's business approval is the slowest part (usually 1–2 weeks from Meta, WhatsApp's owner). Everything else moves quickly.
Which channels actually carry conversations today? Where do they live? Who currently checks them?
Teams, Bigin or Xelion. We help you decide, with a working demo to compare.
WhatsApp connected, mailboxes connected, phones plugged in, rules written for who gets what, and a training session for the team.
Two weeks of "this auto-reply is too keen / that channel should go to a different person" tweaks based on real usage.
A monthly fee per person for the platform, plus a one-off setup project covering approvals, connections and training. WhatsApp itself charges a small fee for some conversations, which we pass through at cost.
We had three salespeople, each running their own WhatsApp on their own mobile. Now it's one inbox the whole team can see. We've stopped losing leads in the gap between people.
The two we get asked most: "can we still use WhatsApp like normal?" and "what does Meta charge?"
The Unified Inbox sits on top of two other services it works best alongside. Worth a look at both.
20-minute call. Tell us where conversations currently live and we'll show you what unification would look like.
