Customer Support Channels in One Inbox
Customer support channels are the ways customers contact a team, and this hub covers how conversations reach a shared inbox plus four live-chat guide topics. It is for store owners and support leads choosing how to handle customer conversations without losing track of work that needs a person.
6
Messaging channels and Slack connect to the shared inbox.
500
AI conversations per month on Starter.
30
One-time AI conversations on Free.
25
AI replies in a paid-plan conversation.
What this channel hub helps you explore
A compact route from channel choices to live-chat topics, with the inbox workflow and supported connections in view.
- See which messaging channels and tools can bring conversations into one shared inbox.
- Explore a guide about live chat services.
- Explore a guide about free live chat apps.
- Explore guides about live-chat software and free live-chat software.
- Understand how source-based answers and human handoff fit into the inbox workflow.
Live chat service
This page is about live chat service options. Read the live chat service guide.
Free live chat apps
This page is about free live chat apps, including plans and pricing. Read the free live chat apps guide.
How do customer service channels work?
The hub connects the channel question to a practical workflow: select where people can ask, ground answers in business knowledge, and give the team a clear handoff when needed.
- 1
Choose the channels your team can handle
Review the channel and tool map below to see which connections send conversations to the shared inbox.
- 2
Answer from your business knowledge
Visitors ask through the website widget or a connected channel. The AI retrieves relevant passages, drafts an answer, and checks it against those sources; confident answers go out with citations.
- 3
Bring uncertain conversations to the team
If the AI is not confident, it says it is not sure and opens a ticket. A teammate can take over in the shared inbox and save a human answer as approved knowledge.
Live-chat software
This page is about live-chat software topics. Read the live-chat software guide.
Free live-chat software
This page is about free live-chat software. Read the free live-chat software guide.
Compare support setup criteria
Use these practical criteria to consider how conversations are handled. Typical helpdesk setups differ by team.
momo code is source available under the PolyForm Internal Use License 1.0.0. It can be run and modified for a company's own use, but not resold, hosted for others or redistributed.
Questions about support channels
The basics on connected channels, answer sources, handoff and the guide topics.
Which support channels connect to the shared inbox?
Web chat, email, WhatsApp, Messenger, Instagram and Slack connect to the shared inbox. Email uses custom SMTP and IMAP. Phone support is not currently available.
How do support channels and website content help answer customer questions?
It retrieves passages from the business's own knowledge, drafts an answer and checks the draft against those sources. Knowledge can come from a website crawl, PDFs, Word files, plain text and Q&A pairs.
What happens when the AI is not confident?
The visitor is told the AI is not sure, and a ticket is opened for the team. When the AI is confident, its answer goes out with citations.
How can a teammate take over a conversation?
A teammate can take over any conversation in the shared inbox. Handoff collects the details the business chooses before the conversation reaches a human.
How do the live-chat child pages differ?
The four pages cover the topics in their titles: live chat service, free live chat apps, live-chat software and free live-chat software. Open the guide that matches the subject you want to explore.
Bring customer conversations into one workflow
Start free and use the shared inbox for conversations that need a teammate.