All channels
Unified inbox
One cloud inbox for every customer conversation — so the team replies from a single screen instead of five apps.
Customers move between WhatsApp, Instagram, Messenger, Telegram, and SMS. The platform puts those threads in one queue, under one customer file.
Chatbots can answer across connected channels. Response times and volume are measured in one place. Conversations write back to CRM so agents do not copy and paste.
Implementation
How we implement the unified inbox
One queue for WhatsApp, Facebook, Instagram, Telegram, SMS, and chatbots — assigned, measured, and written back to CRM.
01
Inventory the channels
We list the official business accounts you already use, who answers them today, and where conversations are lost.
02
Connect the platforms
Official APIs for WhatsApp, Facebook, Instagram, Telegram, and SMS are connected into one cloud inbox.
03
Set assignment rules
Round-robin, skill, or team queues. Working hours and escalation are defined so a chat does not sit unowned.
04
Chatbots
Automated replies for common questions, with a clean handoff to a person when the customer needs one.
05
Write to CRM
Each thread is stored on the customer file. Repeat contacts open the same record, not a duplicate.
06
Train the desk
Support, sales, and social learn one console. Supervisors see response time and volume from a single report.
What the project covers
WhatsApp Business
Official account into the shared queue.
Facebook and Instagram
Comments and Messenger threads in the same inbox.
Telegram and SMS
Same customer, same history.
Chatbots
Replies across connected channels from one console.
Assignment and SLA
Who owns the thread, and when it must be answered.
Analytics
Response time, channel mix, and volume in one report.
CRM link
The conversation is stored on the customer record.
After go-live
Admin access and ongoing support from Cairo.
What you have after go-live
- Connected official channels in one queue
- Assignment rules the desk can run
- Chatbot handoff where agreed
- CRM history on the customer file
- A single response-time report
CRM integration
How voice and channels connect to CRM
The person on the line is the record on the screen. Calls, chats, and SMS are stored on one customer file — in Innovia CRM, Mini-CRM, Vtiger, or the system you already run.
01
Identify the CRM
We start from the system your team already opens: Innovia CRM, Mini-CRM, Vtiger, or another platform. We do not invent a second customer file.
02
Map the customer
Phone number, WhatsApp ID, and email resolve to one customer identity. Repeat contacts open the same record, not a duplicate.
03
Screen-pop
An inbound call or chat can open the file before the agent answers — name, last ticket, and open deals in the same view.
04
Write-back
When the conversation ends, duration, outcome, notes, and recording (where agreed) are saved on the activity timeline.
05
Follow-up
Missed calls, abandoned chats, surveys, and campaign results can create a task or ticket instead of disappearing.
06
Reports
Conversation volume sits next to sales and service KPIs. Managers see the call and the deal in one place.
What can be linked
VOIP
Internal and external calls logged on the customer file, with click-to-call from the record.
Innovatel
Agent desktop beside CRM. Queue, recording, and wrap-up write back automatically.
Unified inbox
WhatsApp, Facebook, Instagram, Telegram, and SMS threads stored on the same customer.
Campaigns and surveys
Outbound results and survey answers land as data on the record, not in a spreadsheet.
SMS Sender
Promotions, alerts, and OTP events attached to the contact.
ERP
The invoice and the customer who just hung up share the same identity.
Innovia CRM / Mini-CRM
Native link — pipeline, 360° file, and service in the same house as the call.
Vtiger and others
Where the team already lives in Vtiger or a similar CRM, we bind to that screen.
What you have after the link is live
- One customer identity across phone, chat, and SMS
- Screen-pop on inbound where agreed
- Call and chat history on the timeline
- Recordings stored against the activity, where policy allows
- Tasks from missed contacts instead of lost leads
Data integration
How the database stays one customer across systems
Voice, inbox, CRM, and ERP share a designed data model. The customer is stored once and reused — not copied into three spreadsheets and reconciled on Friday.
01
Name the source of truth
We agree which system owns each record: CRM for the customer, ERP for invoices and stock, Innovatel for the call, HR for the employee. Other systems read that master; they do not invent a second copy.
02
Design the keys
Customer id, phone, WhatsApp id, email, tax number, SKU, and employee id are mapped so a repeat contact opens the same file — including after an Excel import.
03
Connect the stores
Where products share a platform, they write to the same database. Where a system is already in place (Vtiger or another CRM), we integrate through an API or a scheduled sync — not a manual export.
04
Import and de-duplicate
Existing lists are cleaned against phone and email before go-live. Duplicates are merged so reports and screen-pop stay trustworthy.
05
Permissions and retention
Who can read, edit, and export is set by role. Call recordings and chat history follow the retention policy you approve — not an open folder on a shared drive.
06
Operate
Backups, monitoring, and a named path when a record fails to sync. Reports read from the live model, not from a weekly dump.
What the data integration covers
Customer master
One record used by the call, the inbox, the invoice, and the campaign.
Call metadata
Number, agent, duration, outcome, and a link to the recording — stored against the customer.
Omnichannel threads
WhatsApp, Facebook, Instagram, Telegram, and SMS under the same id.
Sales and service
Pipeline, tickets, and activities on the 360° file.
ERP documents
Invoices, stock, and payments referencing the same customer and SKU.
HR
Employee and shift data that the contact-center roster can read.
Import / export
Controlled load from Excel or a legacy CRM, and exports limited by role.
Security
Access by role, audit of sensitive exports, backup and retention as agreed.
What you have after data integration is live
- A documented source of truth for customer, invoice, call, and employee
- Mapped keys so phone and WhatsApp open the same file
- API or shared-store connection — not a weekly spreadsheet
- De-duplicated import of existing lists
- Role-based access, retention, and backup
Sync protocols
How records move — live events, scheduled jobs, and conflict rules
Not every field should sync the same way. Calls and chats write as they happen. Invoices and stock follow the ERP master. Third-party CRMs are updated through an API with retries — not a Friday spreadsheet.
01
Classify the traffic
Each field is labelled live, near-live, or scheduled. A screen-pop cannot wait for a nightly job. A chart of accounts does not need to move on every keystroke.
02
Live events
Inbound ring, hang-up, wrap-up, a new WhatsApp message, and SMS delivery can fire an event into CRM in the same session. Shared Innovia products write in the same transaction. External systems receive a signed HTTPS webhook or an API call.
03
Scheduled sync
Vtiger or another existing CRM, ERP balances, and report aggregates run on an agreed cadence — typically minutes or nightly — with a watermark so the same row is not sent twice.
04
Conflict rules
CRM wins the customer name and phone. ERP wins invoice amount, tax, and stock. Innovatel wins call duration and recording link. A silent overwrite of a posted invoice is not allowed.
05
Identity and retries
Every payload carries a stable id (call, message, invoice, contact). Failed deliveries retry with a log. Operators can see the last success and the last error without opening a vendor ticket.
06
Secure path
HTTPS only. Credentials stored on the server, not in a desktop file. Exports and bulk pulls are limited by role. Recording files are referenced, not copied into CRM as unmanaged attachments.
What each protocol is used for
CTI events
Ring, answer, hang-up — screen-pop and write-back in the same call.
Webhooks
Signed HTTPS callbacks to CRM, OTP, or the website when an event completes.
REST API
Create or update a contact, ticket, or invoice from another system, using the agreed keys.
Shared database
Innovia products on the same platform write one row; there is nothing to ‘sync’.
Scheduled jobs
Balances, de-duplication, and third-party CRM poll — with a watermark and a retry log.
SMS status
Delivery receipts pulled or pushed onto the contact timeline.
File import
First load and exceptional catch-up only — not the daily path.
Conflict policy
A written rule per field: who wins, and what is never overwritten.
What you have after sync is in production
- A field map: live, near-live, or scheduled
- Event write-back for calls and chats in the same session
- API or webhook to the CRM you already run, with retries
- Conflict rules so finance documents are not silently changed
- An operator log of last success and last error
What it includes
01
Unified inbox
One queue per customer, not one queue per app.
02
Chatbots
Automated replies across channels from the same console.
03
Analytics
Response time, channel mix, and satisfaction in one report.
04
CRM link
Every conversation is stored on the customer record.
05
Cloud platform
Grows with the team without extra servers.
06
Support
Ongoing help from our Cairo office.
- WhatsApp, Facebook, Instagram, Telegram, SMS, and chatbots in one inbox
- AI chatbots on connected channels
- Performance reports from a single source
- Direct connection to the main messaging platforms
- Link to CRM and internal systems
- A workflow your team can run, with ongoing support
Also in the catalogue
Solutions
Contact center
Innovatel
Intelligent routing, quality monitoring, an agent desktop, and live reports.
Customer record
CRM
Sales pipeline, a full customer file, and service that closes requests.
Outbound
Campaign management
Plan and run outbound calling campaigns with automatic distribution by skill and availability.
Innovate your communication
Book a free consultation
Tell us what you already run — VOIP, contact center, channels, or CRM — and we will map the next step.