Omnichannel shared inbox
One inbox for every channel, with your AI agent working inside it
WhatsApp, Instagram, Messenger and website chat arrive in the same list. You see whether the AI or a person is answering each one, and you can take over or hand it back at any moment.
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When conversations are scattered
Customers write on four channels and your team checks four apps.
You can't tell if the bot or a person is answering a customer.
Whoever picks up a chat starts from zero.
- Customers write on four channels and your team checks four apps. Every channel lands in one list, marked with its channel, searchable and filterable.
- You can't tell if the bot or a person is answering a customer. Every conversation shows its handler, and you take over or hand it back to the AI in one click.
- Whoever picks up a chat starts from zero. The AI leaves a handoff summary, your team leaves internal notes, and the contact's whole history is one thread.
The AI works in the open
Each conversation shows whether the AI agent or a person is handling it. Take over and reply yourself, then choose Let AI respond when the human moment has passed, either waiting for the customer's next message or with Respond now. The timeline marks when the AI took over and when it transferred to a person.
- Watch the agent reply in real time, with a typing indicator
- An AI handoff summary card when a conversation reaches a person
- Keep it in my inbox: the chat comes back to you when the AI hands it off
The whole history, in one thread
Opening a contact shows everything they ever said on that channel as a single thread, with past conversations separated by clear markers. Search looks through contact names, phone numbers and the text of every message, accents and capitals aside, and opens the chat right at the match.
Built for a team
Leave internal notes the customer never sees, send saved quick replies with the contact's name filled in, and transfer a chat to a teammate or a team with a note. Tags label what each conversation is about, and the AI applies them too.
- Quick replies on every channel, with buttons and lists on WhatsApp
- Transfer chat to a member or a team
- Mark as unread to come back to a chat later
- Drag or paste files into the composer
Know exactly who is waiting
Awaiting reply on the Dashboard counts the conversations where a customer has the last word and a person is needed: keep it at zero. When Meta's 24-hour window closes, the chat is marked Expired, and on WhatsApp you can still reach the customer with an approved template.
How to get started
Get your team working in the inbox
- 01
Connect your channels
Connect WhatsApp, Instagram, Messenger and website chat from Channels. Each one starts arriving in the Inbox.
- 02
Invite your team
Under Team management, invite each person as an Admin or an Agent, and group them into teams.
- 03
Decide when the AI hands off
Set transfer rules so the AI brings in a person, or a specific team, when a conversation needs one.
Frequently asked questions
Your next customer already wrote to you.
Try Ciarem free for 14 days and see it answer with your information before your customers do.
- No credit card. Cancel anytime.