Unified Inbox

Overview

The Unified Inbox is a core feature of the SQ3 platform that consolidates all customer messages from multiple channels (Facebook, Instagram, and Website) into one intelligent, chronological dashboard. This eliminates the need to switch between different platforms and provides a seamless experience for managing customer communications.

How It Works

The Unified Inbox system integrates with multiple communication channels and:

1. Synchronizes Messages: Real-time synchronization of messages from Facebook, Instagram, and Website
2. Chronological View: Displays all messages in a unified, time-ordered feed
3. Channel Identification: Clearly labels each message with its source channel
4. Status Tracking: Tracks message status (unread, read, replied) across all channels
5. Multilingual Support: Automatically detects and translates messages in Sinhala and English
6. Message Details: Provides detailed view of each message with customer information and context

Key Features

Multi-Channel Integration

The Unified Inbox seamlessly integrates with:

• Facebook: Direct messages and comments from Facebook pages
• Instagram: Direct messages and comments from Instagram business accounts
• Website: Contact form submissions, live chat messages, and embedded widget conversations

Website Embedding

SQ3 provides a seamless website embedding solution:

• Embeddable Widget: Easy-to-integrate widget that can be embedded on any website
• Simple Integration: One-line script integration for quick setup
• Customizable Design: Widget design can be customized to match website branding
• Live Chat: Real-time chat functionality directly on the website
• Contact Form Integration: Integrates with existing website contact forms
• Mobile Responsive: Fully responsive widget that works on all devices
• Real-Time Sync: All website messages synchronized in real-time to unified inbox

Real-Time Synchronization

Messages are synchronized in real-time across all channels, ensuring that customer service teams always have access to the latest communications without refreshing or switching platforms.

Chronological Ordering

All messages are displayed in chronological order regardless of their source channel. This ensures that customer service teams can respond to messages based on priority and timing, not platform.

Channel Identification

Each message is clearly labeled with its source channel, allowing teams to understand the context and respond appropriately. Channel badges and icons provide quick visual identification.

Status Management

Messages are tracked with status indicators:

• Unread: New messages that require attention
• Read: Messages that have been viewed
• Replied: Messages that have been responded to

Multilingual Support

The system automatically detects messages in Sinhala and English, providing translations when needed. This is particularly important for Sri Lankan SMEs serving customers in multiple languages.

Message Details

Clicking on any message reveals detailed information including:

• Customer name and information
• Channel source
• Full message content
• Translation (if applicable)
• Timestamp
• Message status

Benefits

Improved Efficiency

• No Platform Switching: All messages in one place eliminates the need to switch between Facebook, Instagram, and Website
• Website Integration: Seamless website embedding widget for capturing customer inquiries directly from websites
• Faster Response Times: Unified view allows teams to prioritize and respond to messages more quickly
• Reduced Workload: Single interface reduces cognitive load and increases productivity

Better Customer Service

• Unified History: Complete conversation history in one place helps teams understand customer context
• Consistent Experience: Same interface and workflow for all channels ensures consistent service quality
• Faster Responses: Centralized view enables faster response times

Enhanced Organization

• Chronological Order: Time-based ordering helps teams handle messages in the correct sequence
• Channel Overview: Quick view of message distribution across channels
• Status Tracking: Clear status indicators help teams prioritize their work

Expected Outcomes

• 60% reduction in response time by eliminating platform switching
• Unified communication hub for Facebook, Instagram, and website interactions
• Improved customer satisfaction through faster and more consistent responses
• Better team efficiency with a single interface for all channels
• Seamless website integration through embedding widget

Technical Details

The Unified Inbox system uses:

• Facebook Graph API: For Facebook page messages and comments
• Instagram Basic Display API: For Instagram direct messages
• Website Embedding Widget: JavaScript widget for website integration
• Website API: RESTful API for contact form and custom integrations
• Webhook Integration: For real-time message synchronization
• Message Queue System: For reliable message processing
• Translation API: For multilingual message support
• Real-time Updates: WebSocket connections for live message updates

Website Integration Methods

Embedding Widget

The SQ3 embedding widget can be added to any website with a simple script tag:

<script
  src="https://sq3.platform.com/widget.js"
  data-api-key="YOUR_API_KEY"
></script>

The widget provides:

• Live chat interface
• Customizable appearance
• Mobile-responsive design
• Real-time message delivery

Contact Form Integration

SQ3 can integrate with existing website contact forms through:

• API endpoints for form submissions
• Webhook notifications
• Email forwarding integration
• Custom form handlers

Integration

Unified Inbox integrates seamlessly with:

• Intent Classification: Automatically classifies messages by intent
• Knowledge Base: Provides context-aware responses based on message content
• Automation Engine: Triggers automated responses for common inquiries
• Analytics Dashboard: Provides insights into message volume, response times, and channel performance

Use Cases

Customer Support

Teams can handle customer inquiries from all channels in one place, ensuring no message is missed and responses are timely and consistent.

Sales Inquiries

Sales teams can respond to product inquiries from Facebook, Instagram, and Website without switching platforms, improving conversion rates. The website embedding widget captures inquiries directly from the website, ensuring no potential customer is missed.

Order Management

Customer service teams can track order-related messages from all channels, providing a unified view of customer orders and issues.

Multilingual Support

Teams can handle messages in Sinhala and English from a single interface, with automatic translation support when needed.