One inbox for every DM, chat, email and call your brand gets
A D2C brand hears from customers everywhere: an Instagram DM about sizing, a WhatsApp about delivery, an email about a refund and a call about all three. Convarza AI puts every one of those in a single inbox, on a single customer record, so your team answers once and your campaigns reach people on the channel they actually reply on.
What breaks first for a D2C brand
Six apps, six logins, one tired team
Instagram on one phone, WhatsApp on another, a shared Gmail and a chat widget nobody opens. Each one is somebody's job, and none of them is everybody's.
The same customer, four strangers
The person who DMed about sizing is the one who emailed about the refund. Without one record, every agent starts from zero.
Marketing and support do not talk
The campaign goes out on WhatsApp, the replies land on a phone nobody in support holds, and the customer who complained yesterday gets a discount code today.
Nine chat channels, one queue
WhatsApp, Instagram, Facebook Messenger, Telegram, Viber, LINE, the web widget, SMS and email all feed one list with real filters — channel, assignee, status, replied or not.
- Instagram, Facebook and WhatsApp connect with one sign-in.
- Story replies arrive as ordinary conversations.
- Calls sit on the same contact timeline as the chats.
From a DM to a repeat customer
How one customer moves across your channels without being lost.
They message on any channel
Instagram, WhatsApp, Facebook, web chat, SMS or email — it lands in the one shared inbox, matched to the same contact.
The AI bot handles the routine
Sizing, delivery times, return policy: one bot answers across every chat channel from your knowledge base, and hands over by your rule.
Your team picks up the rest
Assignment, canned replies and the full history beside the thread — every past DM, email and call on one record.
Campaigns follow the customer
Segment on stage and recency, then reach people on WhatsApp, email or a call. Replies come back into the same inbox, to the same team.
The parts of Convarza AI that do the work
Shared inbox across nine channels
Every DM, chat and email in one list, with assignment and an Unreplied filter.
One AI bot, every channel
Write the answers once; the same bot replies on Instagram, WhatsApp, Facebook and your site.
WhatsApp marketing
Personalised templates to segments, send-time windows, and replies routed to your team.
Email marketing from the same list
Segment by stage or recency, send from a connected mailbox, replies land in the inbox.
Calls on the same record
Bring your own numbers and put an AI voice agent on your support line.
Workflows that keep it tidy
Assign owners, move stages and create tasks when something happens — no copy and paste.
When this is not the right fit
If nearly all of your customer conversations happen on one channel, a tool built for that channel is simpler and cheaper to start. Convarza AI is for brands whose customers already use three or more channels and who are tired of losing the thread between them.
Step-by-step guides for this
Connect Instagram DMs
Instagram is single sign-on only — there are no credential fields, by design. Story replies and DMs arrive as ordinary conversations in the same queue.
ReadThe filter chain: All, Sent, Reply, channel, assignee, status
Every filter is a facet on the conversation itself — nothing is a saved search you have to maintain. Learn the chain and you can find anything in two clicks.
ReadBuild an email segment from stages and call outcomes
The segments the phone team already uses are the ones worth emailing: reached but not qualified, renewal coming, quiet for 60 days. Same filter builder, same record.
ReadReassign work across the team
Managers and admins move conversations and calls through a picker. Contacts and tasks follow a different rule, and knowing which is which saves an argument.
ReadOmnichannel inbox for D2C brands: FAQ
Which channels does the inbox cover?
Nine chat channels — WhatsApp, Instagram, Facebook Messenger, Telegram, Viber, LINE, the web widget, SMS and email — plus Twilio, Maqsam and SIP for calls. See every channel.
Is the same customer one record across channels?
Everything on one channel lands on one contact, with every chat, call and task in one activity feed. Across channels it depends on the identifier: a WhatsApp number and an Instagram handle are two identities as far as the platforms are concerned. How to keep duplicates down.
Can we connect our store?
Through a catch hook or an integration platform — Zapier, Make or Integrately. A new order can create or update the contact, move a stage or trigger a message. There is no native store app.
Omnichannel or multichannel — what is the difference?
Multichannel means you are present on many channels. Omnichannel means they share one customer record, so nobody repeats themselves. The longer answer.
How many channels can we connect?
Three on Starter, four on Growth, seven on Scale and twelve on Enterprise, in any mix. Compare the plans.
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