Omnichannel Inbox

A customer DMs you on Instagram, the SMM manager misses it, and you get a 1-star review. Multiply by every channel: chaos guaranteed. The more channels, the more leaks.

• ▸ 5-9 channels per business on average — none of them connected
• ▸ 100% of un-centralized channels lose messages eventually
• ▸ Manager spends 4+ hrs/day switching between apps for context

All channels (IG, FB, TikTok, WhatsApp, Viber, SMS, email, web chat, calls) routed into Intercom. Customer profile auto-pulls from Shopify + Pipedrive on first message — agent sees full order history, deal stage, and prior tickets in the right pane.

1. 01
   Channel connections

   Intercom native connectors for IG, FB Messenger, WhatsApp, email. AirCall ↔ Intercom for voice. Custom Make scenarios for TikTok / Viber / SMS via Sakari.
2. 02
   Routing rules

   Rules-engine: B2B / VIP tag → senior agent; refund keyword → finance team; technical issue → engineering escalation team.
3. 03
   Customer context pull

   On first message, Intercom calls Shopify API for order history + Pipedrive API for deal/contact data. Stored as Custom Data Attributes (CDA).
4. 04
   Unified profile

   Agent sees in right pane: customer name, lifetime value, last 5 orders, open deals, prior tickets, custom tags (Designer, B2B, VIP).
5. 05
   Two-way sync

   New conversation creates / updates Pipedrive contact. Tags applied in Intercom sync to Pipedrive and vice versa.
6. 06
   Macro library

   Pre-built Canned Responses (manual or Fin-AI-suggested) cut First Response Time on common questions.

• ✓0 messages lost — every channel routes into one queue
• ✓First Response Time drops 40-70% with macros + context
• ✓Agent context-switching time: ~4 hrs/day → ~30 min/day
• ✓Single source of truth: support sees the full sales context

• WISMO Bot
  30–50% of tickets close without a human. AI answers status.
• B2B VIP Routing

  Your $50k client doesn't queue with someone asking about a $5 discount.
• Fin AI Self-Learning FAQ
  40% load reduction. KB expands automatically.