Customer messaging
Omni Channel
Every channel on one screen, with an AI agent working on it.
Omni Channel merges every message into a single inbox. Agents take conversations, transfer them to a colleague, move them between open, closed and deferred, and work with internal notes, tags, files and folders. Enquiries can be distributed by skill, by queue or by current workload.
- Built and operated by FANUM
- Facebook, Instagram, TikTok, WhatsApp, Telegram, email, SMS, web chat
- Overview
- Teams answering customers across social, messaging and email at volume.
The problem
When customers write on Facebook, Instagram, TikTok, WhatsApp, Telegram, email, SMS and web chat, the enquiries stay stranded in separate applications. Agents switch between channels, replies are late, and the same customer's earlier conversation is invisible. Management cannot see which enquiry went unanswered or how loaded the team really is.
Capabilities
One inbox for every channel
Social, messaging, email, SMS and web chat arriving in one place against one customer, with the earlier history attached.
Routing by skill, queue and load
Conversations reach the person who should handle them instead of whoever happens to look first.
AI agent with a defined persona
Replies written to the persona set for that channel and company, drawing on the knowledge base, escalating to a person when the situation calls for it.
AI assistance for the agent
Rewrite, shorten, soften, translate, or suggest a reply. The agent reviews, edits or sends it directly — the draft is never sent on its own.
Notes, tags and folders
The working furniture of a support team: internal notes the customer never sees, tags that make volume searchable, files where they belong.
What makes it different
Unlike a classic messenger integration, Omni Channel does not simply display messages on one screen. Channel consolidation, automatic routing, the AI agent, the knowledge base and the AI assistant for agents all operate inside one customer-conversation environment.
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