Multi-Channel — NexaDesk Docs

NexaDesk brings all your customer conversations into a single unified inbox. Whether a visitor messages you on WhatsApp, Facebook Messenger, Telegram, or your website widget, your team sees and responds from one place.

Supported Channels

Website Widget — The embeddable chat widget on your site
WhatsApp Business — Connect via the WhatsApp Business API
Facebook Messenger — Link your Facebook Page
Telegram — Connect your Telegram bot

Each channel shows a badge in the conversation list so agents know where the message originated.

Unified Inbox

The inbox displays all active conversations across channels in a single view. You can:

Filter by channel — Show only WhatsApp or only web conversations
Filter by status — Open, pending, active, or archived
Filter by agent — See conversations assigned to a specific team member
Search — Full-text search across all messages and contacts
Tag — Apply custom tags for organization (e.g., "billing", "technical", "urgent")

Channel-Specific Features

Send and receive text, images, documents, and audio
Template messages for outbound messaging (requires WhatsApp approval)
24-hour messaging window rules are enforced automatically

Rich text, images, and quick-reply buttons
Persistent menu support
Automatic Facebook Page integration

Text, images, documents, stickers
Bot commands support
Group chat compatibility

Conversation Routing

Set up rules to automatically assign incoming conversations:

Round-robin — Distribute evenly across available agents
Channel-based — Route WhatsApp to one team, web to another
Keyword-based — Route based on the visitor's first message content
Department-based — Assign to specific departments

Configure routing under Settings > Routing Rules.

Cross-Channel Context

If a visitor contacts you on WhatsApp and later uses your website widget, NexaDesk links both conversations to the same contact profile (matched by email or phone number). Agents see the full history regardless of which channel was used.