Channelling Omnipresence - With Omnichannel Inbox

Marketers are architects, too 🏘️‍ Designing the best possible structure to bring out the maximum potential, is only possible when one can bring all platforms and its information together. That's the specialty of Omnichannel approach.

Marketers are architects, too 🏘️

‍In the sense they are the ones who build, modify, and run communication.

And as a great architect in the field, you know as well as we do - Channelling Omnipresence - With Omni-channel Inbox

Companies with omni channelling engagement retain 89% of their customers

That’s why we're introducing our very own OMNI-CHANNEL INBOX…soon to be your very own communication tool to manage it all.

61% of marketing experts consider lead generation as their biggest challenge

Use One Omnichannel Inbox for All Messages Across Your Channels

With Omnibox you get to cover communication via all channels - be it Facebook Messenger, Instagram, Email or WhatsApp.‍

What is an Omnichannel Inbox?

An omnichannel inbox is a centralised platform or tool that integrates various communication channels such as email, social media, live chat, SMS, and more into a single interface. 

This allows the brand to manage and respond to customer inquiries, feedback, and messages seamlessly across all channels.

Rather than having separate inboxes for each communication channel, an omnichannel inbox aggregates all incoming messages, providing a unified view for customer service representatives or marketing teams. 

Omni channelling approach enables brands to deliver a consistent and cohesive customer experience regardless of the channel through which the customer chooses to engage. It also helps streamline operations, improving efficiency, and enhancing customer satisfaction by ensuring prompt and consistent responses across all touchpoints.

Why Do You Need an Omnichannel Inbox?

Well, it could be…

Rise of Instant Messaging Apps - which are the preferred means of communication worldwide.

With over 2 billion users on WhatsApp alone. Pushing businesses to adopt these forms of messaging apps to develop a more personal connection with their customers and potential customers

Promoting Direct Conversations with the end consumer; brands get to easily compile & comprehend pain points, provide personalized offerings, and ultimately simplify collective shopping experiences.

All while staying out of Websites, or having to download or register somewhere.

Thanks to Instant Messaging Applications that integrate it all.

How Does Omnichannel Inbox Platform Help Businesses?

  • Conversational Ordering/Commerce
  • Personalized Selling 
  • Customer Support

The main talking point about our Omnibox is our WhatsApp integration.

Almost all businesses, unless they have been living under a rock, have in some way harnessed the powers of WhatsApp - from event-based communication & customer support to the all new-promotional features…

Which emphasises CONVERSATIONAL COMMERCE - one aspect that makes WA the Highest ROAS application.

Conversational commerce, basically the convergence of messaging apps & shopping.

To help you :

  •  Include a WhatsApp direct message link in all promotional messages
  •  Store communication history in your Service Cloud
  •  Collect valuable customer data

In which AI enabled chat bots provide a smooth experience to customers - reducing human efforts, automating significant aspects of the customer journey & essentials.

Such as 

  • Order placement
  • Personalised recommendations
  • Resolving queries
  • Mobile payment etc. 

The above being the segments WA revolutionised for ecommerce communication through its Business Suite.

Going back to back like Jordan, Yuvraj or Mbappé, WA is taking this to the next level bringing in features that enable businesses to bring their services to customers right to their fingertips…right where they most hangout.

Luckily for D2C brands, Pragma is one of the few companies that can gift this ultimate weapon to its brands. 

omnichannel inbox

What Are the Key Features of Omnichannel Inbox?

1. Beginning with your Business Profile

To put yourself out there - like your location, business description, email contact, website link etc., to attract users and give the business a familiar face or “Profile”.

2. Quick Replies (Quicker than Quick)

To save and reuse messages you frequently send in response to FAQs - in no time. All one needs to do is simply press “/” on the keypad, select a quick reply, and send it !

3. Auto Greetings (because fingers tend to hurt after a couple hundred)

To create ‘greeting messages’ that users will receive when they start a dialog with your brand, or after a certain period of inactivity (customizable based on need).

Same can be applied for after hours messages where you can write a custom message or share your working hours.

omnichannel inbox
4. Designating Contacts

To organise your contacts and label them for easy access. This grouping comes handy for targeted promotions.

5. Message Statistics

To access vital metrics like messages sent, delivered, and read.

6. Catalogues and Collections (THIS. THIS IS LOVELY!)

This feature allows you to showcase your goods in an easy to browse manner.

Here, all items and corresponding price, and descriptions are conveniently grouped on your WhatsApp page - meaning,  you DO NOT HAVE TO REDIRECT your customers elsewhere.

WhatsApp also provides Collections to make it even easier - allowing you to group items inside a business account. So, users can navigate to a specific category right away without scrolling through your entire product list.

NOTE: You can add categories such as “Final day”, “Ending Season Sale” etc.

7. Interactive Messages/Promotions

Here ENTERS appealing buttons. For customers to click away.

These buttons can be of 2 types:

  • CTA: to redirect them to a different section, webpage or even make a call
  • Quick reply: to answer with the predefined options. No more typing. No more “Manual Labor” (ooof, we’ve typed over 700 words so far. Wish we had a Quick Blog Creator)

These Interactive buttons are truly great to provide a smooth customer journey and CX in general.

It makes it much more understandable for consumers, guiding them quicker & easier.

  • Removing all confusing elements
  • Making it visually appealing
  • Reducing effort taken
  • Guiding with ease (within the platform and to other sites too)

Inevitably leading to a better CX → Higher engagement rates.

8. List Messages and Reply Buttons

The mouth watering “List” feature allows you to add up to 10 options, so your users can click on the desired option instead of manually typing requests.

Whereas the Reply buttons offer customers up to three options to choose from.

Example -

omnichannel inbox

9. Facebook Shops Integration

To integrate seamlessly across the Facebook family of apps.

10. WhatsApp Payments

Making payments simple

Being able to carry out the entire process of a purchase including ‘Payment’ is quite huge. And to do it on Instant Messaging Application such as WhatsApp is HUGE.



  • The payments feature in cooperation with the National Payments Corporation of India (NPCI) using the UPI, is also an India-first, real-time transaction application with over 160 supported banks.

A leading reason behind why WA is the most formidable and preferable system for brands and why it’s making bank.

omnichannel inbox

Benefits of Using Omnichannel Inbox

AI & Automation -

“Somewhere there must be two bots stuck in an infinite loop of auto reply spam for eternity.”

Jokes aside…

Automation in marketing gives a 451% increment in qualified leads

49% of customers are ready to shop frequently in the presence of AI, and 34% are even ready to pay more money for it

Helps you Upsell & Cross-Sell - Suggest similar/Relevant products at the right time to customers.

Seamless handoff - Pragma’s bot seamlessly switches to a live agent in case of emergencies or to address complex queries. And you can also add or designate multiple agents to handle an issue based on need.

Powerful NLU - Understanding customer needs better

Multilingual conversations - A single bot can be customised with more than 100 languages, which makes globalisation of your business cost-effective.

Pragma’s Integration Ecosystem - To connect with your entire tech stack/existing tools like Shopify, Freshchat, & others into our Collective..

Enhancing customer engagement through non-transactional messages

Real-time notifications for customers:

  • Cart abandonment alerts
  • Product recommendations based on previous purchases 
  • Helpful and informative alerts
  • Relevant discount/offer/sale
  • Newsletters & others

Addressing Immediacy -

  • Official WhatsApp Business Account in 3 days
  • Reduce resources spent by 65%
  • Scale with AI-enabled bots

Simple and Contextual - Provide quick support through Smart Plugs in an intuitive interface

Direct to WhatsApp - Deflect up to 75% of queries to WhatsApp chatbot, save up to 30% in operational costs

Handling Scale - Follow up with intent-based conversations through our AI-powered Bots

Toggle less, Process more - Integrate with your favourite payment gateways, CRMs and more

Analyze and Optimize - Monitor performance like CSAT via real-time reports

Launch smart promotions & surveys - Target the right customer segment, conduct conversational surveys that can optimise your funnel and enhance CX

For businesses to now be able to entirely produce their catalogue within WhatsApp, fulfil orders, offer support and more from a WA chat window - Indian eCommerce has truly come a long way.

All of the above is just one segment; imagine replicating the same on other platforms too - Facebook, Instagram, Email and VoIP.

Through Pragma’s OMNICHANNEL CRM!

Click here to book your FREE demo today.


  1. What is an omnichannel inbox, and how does it streamline customer communications across various channels?

An omnichannel inbox is a centralized platform that aggregates messages from multiple communication channels, such as email, social media, and live chat, into a single interface. This streamlines customer communications by allowing businesses to manage inquiries and feedback seamlessly across all channels.

  1. How does using an omnichannel inbox benefit businesses in managing customer inquiries and feedback effectively?

Using an omnichannel inbox benefits businesses by improving efficiency in managing customer inquiries and feedback. With all messages consolidated in one place, customer service representatives can respond promptly and consistently, leading to enhanced customer satisfaction.

  1. Can an omnichannel inbox integrate with popular communication channels like email, social media, and live chat for seamless interaction?

Yes, an omnichannel inbox can integrate with popular communication channels like email, social media platforms (e.g., Facebook, Twitter, Instagram), live chat software, SMS, and more. This ensures that businesses can interact with customers across their preferred channels without switching between different tools.

  1. What are the key features to look for when selecting an omnichannel inbox solution to ensure comprehensive omni-channel management?

When selecting an omnichannel inbox solution, it's essential to look for key features such as channel integration capabilities, customizable routing rules, real-time notifications, analytics and reporting tools, and scalability to accommodate growing communication volumes. These features ensure comprehensive omni-channel management and support business growth.

  1. How does adopting an omnichannel inbox strategy contribute to enhancing the overall customer experience and driving customer satisfaction?

Adopting an omnichannel inbox strategy contributes to enhancing the overall customer experience by providing a consistent and cohesive interaction across all touchpoints. With a unified view of customer communications, businesses can deliver personalized responses, resolve issues faster, and build stronger relationships with their customers, ultimately driving customer satisfaction and loyalty.

Talk to our experts for a customised solution that can maximise your sales funnel

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