Omnichannel inbox: every customer message on one screen
An omnichannel inbox brings the messages your customers send through different channels into one shared screen. In Lonca, email, Instagram, Facebook Messenger, Telegram and phone calls land in the same stream; your team assigns conversations, tracks their status and sees a customer's full history on one card.
Which channels can you connect?
- Email: Gmail and Microsoft 365 accounts connect in one click; other providers via IMAP/SMTP.
- Instagram: Direct messages to your business account.
- Facebook Messenger: messages to your page.
- Telegram: conversations through a bot.
- Phone: call logs and click-to-call through the Voiso PBX integration.
- WhatsApp Business: coming soon.
How does the team work together?
- Assignment and status: every conversation has an owner and is tracked as open, pending or closed. No more "who's answering this?".
- Canned replies: type
/to insert a template; fields like the customer's name and order number fill in automatically. - SLA targets: conversations nearing or past their reply-time target are highlighted.
- Reminders: follow-ups like "check satisfaction 2 days after delivery" reach the right person on time.
- Message to task: a message that needs work becomes a task in one click and is tracked on a board.
One customer, one history
When a customer writes on Instagram first and by email later, you don't get two separate records. The unified contact card shows all of their messages, calls and tasks across channels on one timeline. You can add custom fields for your industry (segment, tax ID, plan).
AI assistance
Summarize a long conversation and get reply suggestions. These features run on your organization's own OpenAI or Anthropic key; until you add one, your messages are not sent to any AI provider.
Who is it for?
- E-commerce teams that get order and return questions on Instagram and email.
- Agencies working with several clients over email and messaging.
- Support teams and call centers that handle phone and written channels together.
Which plan?
The omnichannel inbox is included in Professional ($19 per user per month, up to 20 users, 5 connected channels) and Enterprise ($39 per month, unlimited channels).
Compare with similar tools: Zendesk, Trengo, respond.io, Freshdesk.