Approach
We organize contact points so questions, requests, and leads do not stay isolated across channels.
How we work
- 01
We classify conversation types: sales, support, follow-up, scheduling, or content.
- 02
We design base replies, escalation paths, and owners by channel.
- 03
We leave traceability to know what was handled, what is pending, and what needs improvement.
How this connects to your business
Omnichannel support connects web, WhatsApp, email, forms, and tickets so the customer does not repeat their story and the team sees history, priority, and owner.
What to define
We organize operations so web, WhatsApp, email, forms, CRM, tickets, and tasks do not live separately. Every flow needs an entry point, status, owner, and next action.
- Which request comes in, through which channel, and with what priority.
- Who responds, what data they need, and when they should escalate.
- Which automation helps without replacing sensitive team decisions.
Expected outcome
The goal is a traceable operation with less manual capture and more continuity across teams.
Tools that may be connected
We choose the stack based on the flow, available access, and the data that needs traceability.
- Zendesk
- WhatsApp Business
- Manychat
- HubSpot
- Resend
- Make