UNIFIED 6-CHANNEL AI WORKSPACE

Omnichannel Customer Support Software for High-Velocity Teams

Q: Can I connect multiple social media accounts?

Yes. You can connect your verified WhatsApp Business API, Facebook, Instagram DMs, Telegram, and Website chat into one unified workspace.

Q: Does the AI stop responding when a human agent is assigned?

Yes. AI replies pause instantly when a human agent takes ownership and will only resume if unassigned or reassigned to AI.

Q: Can I monitor performance?

Yes. You can track response speed, queue health, and conversation quality trends.

Q: What is the setup time for omnichannel integration?

Setup typically takes less than 30 minutes if you have verified channels and Meta Business Managers.

Q: Can we send automated templates and broadcast campaigns?

Yes. You can send pre-approved Meta utility or marketing templates directly from the workspace.

Q: Does the system support media attachments like images and PDFs?

Yes. Both human agents and the AI chatbot can send and receive images, audio, videos, and PDF documents.

Q: How does the pricing work for conversation windows?

Meta charges per 24-hour conversation window based on user or business-initiated categories, while Thunaivi offers clean monthly inbox plans.

Q: Can we set business hours for omnichannel automation?

Yes. You can configure custom office hours, auto-replies, and route out-of-hours messages to specific queues.

Q: Is there a limit on the number of agents in the inbox?

No. You can scale seats dynamically based on your workspace tier and active agents.

Q: Can we track agent response time and resolution rates?

Yes. Detailed dashboards measure first response time, average resolution time, and agent activity metrics.

Eliminate tab-switching across 6 messaging channels. Manage Official WhatsApp API, Instagram DM, Facebook Messenger, Telegram, Email, and Website Live Chat from a single AI-powered shared inbox.

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KEY BENEFITS

Why teams choose this workflow

Consolidate 6 customer channels into one real-time workspace with unified customer history.

Deploy one centrally trained RAG AI brain that answers consistently across every channel in 50+ languages.

Assign, tag, and collaborate with private @mentions and round-robin routing across 10+ agents.

THE COMPARISON

From manual overhead to structured automation

The Challenge (Before Thunaivi)

Agents losing 35% of their day switching between WhatsApp Web, Instagram mobile, and email helpdesks.
Customers repeating their issue when moving from Website Chat to WhatsApp.
Fragmented reporting with no single view of team first-response time or CSAT.

The Workflow (With Thunaivi)

Growing support and CX teams managing conversations across social, messaging, web, and email.
Operations leaders consolidating separate WhatsApp BSP, Live Chat, and email ticketing bills into one platform.
Multi-brand and multi-region businesses needing departmental queue routing.

FIT CHECK

When to choose this workflow

Choose Thunaivi if

Agents losing 35% of their day switching between WhatsApp Web, Instagram mobile, and email helpdesks.

Avoid Thunaivi if

Businesses that want AI to answer every sensitive issue without human review or escalation.

OPERATIONAL PROOF

What teams usually improve after rollout

-80%

Lower repetitive load

Teams usually start by removing the repetitive questions that consume the most agent time, so humans can focus on billing, complaints, and high-value conversations.

< 10s

Faster first response

AI-first acknowledgement and routing help reduce initial wait time, especially on website chat and social channels where buyers expect near-instant replies.

100%

Cleaner human takeover

When conversations become sensitive or complex, assignment-state control keeps the handoff clean instead of forcing customers to restart from the beginning.

DIRECT OVERVIEW

Omnichannel Customer Support Software & Shared Inbox | Thunaivi

Thunaivi Omnichannel Customer Support Software unifies WhatsApp, Instagram, Facebook, Telegram, Email, and Website Live Chat into one shared multi-agent inbox with 80% RAG AI ticket deflection, collision detection, and SLA analytics.

Best for

Growing support and CX teams managing conversations across social, messaging, web, and email.

Not best for

Teams that only need a static contact form and do not actively manage customer conversations.

Primary outcome

Reduce repetitive support workload while keeping human agents in control of complex, sensitive, or high-value conversations.

BUYER CONFIDENCE

Why teams feel safer going live

7-day trial before commitment

Validate the workflow, handoff quality, and channel fit before moving fully into a paid rollout.

Plan plus add-on structure

Channel expansion, agent seats, and AI usage can scale with demand instead of forcing flat pricing.

Daily optimization loop

Support teams keep improving response quality with automated error logs and reporting loops.

IMPLEMENTATION

Simple 3-step rollout

STEP 01

1. Connect channels

Enable required channels and verify inbound and outbound message flow inside your shared inbox.

STEP 02

2. Train and configure

Add FAQs and policies, then configure intents, automated responses, and human handoff checks.

STEP 03

3. Go live and optimize

Run daily checks for response quality, fallback rates, and escalation readiness to fine-tune AI replies.

REAL USE CASES

How teams deploy this workflow in production

Scenario 01

View a customer’s Website Chat, WhatsApp, and Instagram DM history in a single timeline.

Scenario 02

Use AI Co-Pilot to draft context-aware replies for human agents in 1 click.

Scenario 03

Enforce strict response SLAs across morning, evening, and weekend shifts.

THE COMPARISON

How Thunaivi compares to other platforms

Evaluate features, setup time, and pricing models to see why growing Indian support teams choose Thunaivi.

Feature	Thunaivi	Chatwoot	Freshdesk	Zendesk
Go-Live Setup	Less than 30 mins, non-technical wizard	Developer-heavy installation process	Complex service desk configuration	Heavy ticketing rollout
AI Handoff Controls	Strict state-based pause/resume lock	Manual handover trigger setup required	Requires higher-tier add-on plans	Manual queue triage and dispatch

FAQ

Common questions

Can I connect multiple social media accounts?

Yes. You can connect your verified WhatsApp Business API, Facebook, Instagram DMs, Telegram, and Website chat into one unified workspace.

Does the AI stop responding when a human agent is assigned?

Yes. AI replies pause instantly when a human agent takes ownership and will only resume if unassigned or reassigned to AI.

Can I monitor performance?

Yes. You can track response speed, queue health, and conversation quality trends.

What is the setup time for omnichannel integration?

Setup typically takes less than 30 minutes if you have verified channels and Meta Business Managers.

Can we send automated templates and broadcast campaigns?

Yes. You can send pre-approved Meta utility or marketing templates directly from the workspace.

Does the system support media attachments like images and PDFs?

Yes. Both human agents and the AI chatbot can send and receive images, audio, videos, and PDF documents.

How does the pricing work for conversation windows?

Meta charges per 24-hour conversation window based on user or business-initiated categories, while Thunaivi offers clean monthly inbox plans.

Can we set business hours for omnichannel automation?

Yes. You can configure custom office hours, auto-replies, and route out-of-hours messages to specific queues.

Is there a limit on the number of agents in the inbox?

No. You can scale seats dynamically based on your workspace tier and active agents.

Can we track agent response time and resolution rates?

Yes. Detailed dashboards measure first response time, average resolution time, and agent activity metrics.

How does AI learn to answer our company FAQs?

You can upload documentation, insert site URLs, or write Q&A pairs. The AI uses RAG to fetch matching facts before drafting replies.

Is customer data secure on this platform?

Yes. All message transfers are encrypted, and we follow strict data security standards inside our cloud infrastructure.

Can I set routing rules for VIP customers?

Yes. You can tag VIP customers and automatically route their conversations to senior support queues.

Do we need a developer to implement the integrations?

No. Our visual configuration guides walk you through the setup step-by-step without requiring code.

Can we sync conversation data with our CRM?

Yes. Webhooks and REST APIs let you export contacts and logs to external CRM platforms dynamically.

Does the AI support multilingual conversations?

Yes. The AI automatically detects the customer's language and replies in the same tongue (e.g. Hindi, English, Spanish).

What happens if the customer sends voice notes?

Our system transcribes social voice notes automatically so agents can read and respond quickly.

Can we block spam numbers from the inbox?

Yes. You can block spam or promotional contacts with a single click in the dashboard.

Is there a mobile app to answer chats on the go?

Yes. Agents can download our Android or iOS applications to manage the shared inbox from anywhere.

Can I test the chatbot before going live?

Yes. We provide sandbox environments to test your AI chatbot flow before connecting your primary accounts.

RELATED RESOURCES

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