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One omnichannel inbox. Human control when it matters.

Bring WhatsApp, Instagram and Facebook Messenger conversations into one shared inbox. Watson handles routine enquiries, keeps the full history visible and flags the moments where your team should take over.

Book a demoSee how a takeover works →

Example · a team inbox

Bring live channels into one queue

WhatsApp, Instagram and Messenger conversations sit in one workspace while every thread keeps its original channel identity.

Keep AI and team replies in one history

Staff can read what the customer asked, what Watson answered and where the conversation needs a person before replying.

Take over without restarting the enquiry

A flagged thread stays on the same channel and returns to Watson only when the team decides the handover is complete.

How human takeover works

One conversation moves from Watson to your team and back.

The customer never has to repeat the enquiry or move to a different channel. Watson pauses the same thread, shows your team the conversation history and waits for the next instruction.

MMei LingInstagram · TodayWatson replyingSarah replyingBack with Watson
  1. Hi, I bought the 5-facial package last month.
  2. Hi Mei Ling! I can see your package, with 2 sessions left. How can I help?
  3. Can you make an exception to the refund policy? I couldn't use the last two sessions.
  4. Flagged for your team · refund outside your policy
  5. Sarah · front deskHi Mei Ling, Sarah here from the front desk. I can refund the two sessions this time.
  6. Thank you! Can I still book one facial for Saturday?
  7. Of course. Saturday has 2:00 PM or 4:30 PM open. Which suits you?

Example · Glow Clinic, Bangsar

The handover boundary

Routine stays moving. Exceptions reach the right person.

The shared inbox is not only a list of messages. It makes the line between automated work and human judgement visible, with the reason for each handover attached to the conversation.

Watson is handling2

ARAisha R.WhatsApp

Do you have a dental cleaning slot on Saturday?

Watson handlesApproved service and live availability

DTDaniel T.Messenger

Can I move my appointment from 2 PM to 4 PM?

Watson handlesScheduling rules and calendar are connected

Needs a person2

MLMei LingInstagram

Can you make an exception to the refund policy?

Needs youPolicy exception requires owner judgement

PSPriya S.WhatsApp

These symptoms feel worse today. What should I do?

Qualified staff onlyClinical assessment stays outside Watson

Each handover keeps the customer, channel, history and reason together.

Why it matters

Automation is useful only when the team can see and control it.

A shared inbox gives the team one record of what the customer asked, what Watson answered and what still needs a decision. Routine work keeps moving without hiding the exceptions that require judgement.

AI without handover

  • Guesses when it's unsure
  • Answers wrong, confidently
  • You hear it from an angry customer

What you getA mistake in your name

Watson, with human takeover

  • Knows the edge of what it knows
  • Pauses and flags the thread for you
  • You reply, then hand it back

What you getYour judgment, at scale

Volume by Watson · the hard calls by you

The wider Watson

The inbox is the control point, not the whole product.

A conversation becomes useful when the channels, customer record, booking work and team controls around it stay connected. The omnichannel inbox gives staff one place to see that journey and step in when needed.

Explore the wider workflowWatson's Control roleAI Auto ReplyAll features

Built for busy customer teams

Most useful where enquiries cross channels and judgement still matters.

Watson's omnichannel inbox suits appointment-led organisations that need faster routine responses without separating the team from sensitive or exceptional conversations.

Clinics & GPs

Keep bookings and administrative questions moving while clinical decisions stay with qualified staff.

Dental

Bring treatment enquiries, appointment changes and follow-up into one visible team queue.

Hospitals

Route high-volume administrative enquiries while preserving formal clinical and escalation workflows.

Aesthetics

Keep social enquiries, consultation bookings and policy exceptions connected across the team.

Multi-branch teams

Give central and branch staff shared visibility without losing the location behind each conversation.

Also useful for appointment-led teamsPhysiotherapyChiropracticWellness centresSpas

Watson supports administrative conversations and configured customer-service workflows. It does not diagnose symptoms, assess urgency, choose treatment, make clinical decisions or replace emergency and clinical communication. Healthcare questions that require professional judgement must be routed to qualified staff using the organisation's approved process.

FAQ

Questions about an omnichannel inbox.

An omnichannel inbox brings customer conversations from supported channels into one team workspace. Watson keeps WhatsApp, Instagram and Facebook Messenger threads visible with the customer, channel, history and current action together, so staff do not need to check separate apps for the same enquiry.

A normal social inbox usually covers one platform or displays messages without the wider customer journey. Watson connects the conversation to customer context, lead stage, appointments and handover status, while still showing which channel each message came from.

Watson can pause when confidence is low, when a request falls outside approved business information or when a configured rule requires a person. Examples include policy exceptions, sensitive complaints and healthcare questions that should remain with qualified staff.

Yes. Open any thread and reply as yourself. The customer stays in the same conversation, while the internal history labels Watson and team replies with timestamps so the handover remains clear.

Yes. The Watson replies control can keep one thread fully manual without stopping automation across every other customer conversation. Your team decides when that individual thread is ready to return to Watson.

Yes. The shared conversation history shows the messages already exchanged and distinguishes Watson from human replies. Staff can read the context before responding instead of asking the customer to start again.

Watson is designed as a team workspace rather than a single phone view. Conversation ownership, handover status and message history help staff see what is waiting and reduce the risk of two people replying without context. The exact access setup can be reviewed during implementation.

The current inbox brings together WhatsApp, Instagram DMs and Facebook Messenger, with each conversation labelled by source. TikTok is planned and should not be treated as a live integration yet.

From the blog

Guides

All guides →
Growing your business

Speed to Lead: Why the First Few Minutes After an Enquiry is the Deciding Factor on Whether Businesses Win

Automation playbook

WhatsApp Automation for Business: What Can Actually Be Automated?

Team inbox

Give every channel one place to work from.

Book a tailored walkthrough of the omnichannel inbox, WhatsApp team access, conversation history, handover rules and the connected customer journey.

Book a demoSee the full Control layer →