Per-Channel Conversations

Organisations running multiple WhatsApp numbers, Instagram accounts, or web widgets can now view conversations grouped by channel — with independent AI control for each.

Two inbox modes

Unified mode (default)

One conversation per customer, regardless of which channel they used. All messages appear in a single thread. This is how the inbox has always worked.

Per-channel mode

Conversations grouped by platform and account. If you have three WhatsApp numbers, each gets its own conversation stream. A customer messaging two different numbers appears as two separate threads.

Switch between modes from the toggle in the inbox footer.

What changes in per-channel mode

• Three-panel layout — channels on the left, people in the middle, conversation on the right
• Independent AI control — take over on one channel without affecting others. AI handles WhatsApp while a human manages Instagram DMs for the same customer
• Channel-specific unread counts — see exactly which channels need attention

What stays the same

• AI always has the full customer history across all channels
• Customer records remain unified
• Tasks and notes are shared

When to use each mode

Unified works when customers typically use one channel, or when your team doesn't need to distinguish between them.

Per-channel is better when you run multiple numbers for different purposes (sales vs. support), manage multiple Instagram accounts, or need channel-specific human oversight.