What messaging channels does 1CS support?

1CS supports 8 channels: WhatsApp, Email, Instagram, Facebook Messenger, Telegram, SMS, Live Chat, and LINE — all managed from a single unified inbox.

Can I create separate inboxes for different teams?

Yes. You can create custom inboxes per channel and per team. Each team only sees the conversations relevant to them, reducing noise and improving focus.

How does auto-assignment work in 1CS?

Auto-assignment routes new conversations to the right agent automatically. You can configure round-robin distribution, load-balancing by open conversation count, or keyword-based routing rules per inbox.

What are canned responses?

Canned responses are pre-written message templates that agents can insert with a single click. They speed up replies to common questions and ensure consistent messaging across the team.

What is SLA management in 1CS?

SLAs let you set first-response and resolution time targets per inbox. 1CS tracks compliance in real time, highlights breaches, and reports SLA performance over time.

How do private notes and @mentions work?

Agents can leave private notes inside any conversation that are only visible to the team — not the customer. @mentions notify a specific teammate to review the thread or jump in.

Omnichannel Inbox

8 channels. One unified inbox.

Manage WhatsApp, Email, Instagram, Facebook, Telegram, SMS, Live Chat, and Line — all from a single workspace, powered by Chatwoot.

Start free → See pricing

All inboxes

14 open

Siri Olsen 09:41

Does this come in size M?

Marcus Chen 09:32

Re: invoice #4421

@northpine 09:28

Saw your reel — do you ship…

Atlas Goods 08:55

Customer left a review

Pavlova_co Yest

Sticker pack received

+1 415 555 0142 Yest

STOP to unsubscribe

Siri Olsen

● SLA 2h 14m

Does this come in size M?

1cs AI · auto-replied

Hi Siri — yes, size M is in stock! Grab it here: shop.1cs.ai/item/M

— private note —

@maria — pls confirm she got the link

Reply, or /command…

Send

Every business today communicates with customers across multiple channels simultaneously — LINE for Thai customers, WhatsApp for international buyers, Instagram DMs for product questions, and email for formal enquiries. Without a unified inbox, agents waste hours switching between apps, missing messages, and losing context. 1CS solves this by routing all eight channels into a single workspace where your team can see, assign, and resolve every conversation — without ever leaving the screen.

Key capabilities

✓ Centralise every customer conversation in one view
✓ Custom inboxes per channel and per team
✓ Labels, SLAs, auto-assignment, and canned responses
✓ Collaboration via private notes and @mentions

How Omnichannel Inbox works

Four steps from setup to first resolution.

01

Connect your messaging channels

1CS integrates with WhatsApp Business API, Gmail and SMTP email, Instagram Business, Facebook Messenger, Telegram bots, SMS providers, a hosted live chat widget, and LINE Official Account — all configured from Settings › Inboxes. Each channel takes 5–15 minutes to connect.
02

Assign inboxes to the right teams

Create separate inbox views per channel or department. Your support team sees support tickets; your sales team sees leads; your social team sees DMs. Each team only sees conversations relevant to them, reducing noise without losing visibility at the management level.
03

All conversations flow into one unified view

Every inbound message from every channel appears in the shared inbox, sorted by SLA urgency. Labels, auto-assignment rules, and canned response shortcuts apply across all channels — a single workflow for every medium.
04

Collaborate, resolve, and report

Agents leave private notes, @mention teammates, and view the full conversation timeline — including which channel the customer used. Managers get SLA compliance reports, response-time analytics, and CSAT scores across all channels from one dashboard.

Why a unified inbox outperforms managing channels separately

When agents manage WhatsApp, Instagram, and email in separate apps, customer context is fragmented. A customer who messaged on Instagram last week and emails today is treated as a new enquiry. With 1CS, every contact has a single unified timeline — agents see the full history regardless of which channel the customer uses now. This alone reduces repeat questions and resolution time significantly.

SLA management across channels

Service Level Agreements tell your team how fast to respond. 1CS lets you set different SLA targets per inbox — for example, a 30-minute first-response SLA on WhatsApp and a 4-hour SLA on email. The inbox highlights breached or at-risk conversations in real time so agents always know what to prioritise. SLA reports show compliance rates per channel over time.

Auto-assignment and routing rules

Instead of manually assigning every incoming conversation, 1CS routes them automatically. Round-robin distributes conversations evenly across the team. Load-balancing routes to the agent with the fewest open conversations. Keyword-based rules can route specific enquiries — for example, messages containing "refund" — to a specialist team. All rules are configurable per inbox.

Team collaboration inside conversations

Agents can leave private notes visible only to the team (not the customer), @mention a specific colleague to review a thread, and access a shared library of canned responses for common questions. These collaboration tools eliminate the need for separate Slack threads or email chains to discuss customer issues — all context stays inside the conversation.

Who uses this

Teams that get the most value from Omnichannel Inbox:

→ E-commerce brands managing orders across WhatsApp and Instagram simultaneously
→ SaaS support teams consolidating email tickets and live chat under one SLA policy
→ Thai retailers handling LINE and Facebook Messenger from a single agent queue
→ Agencies managing multiple client inboxes across different channels from one workspace

Set up Omnichannel Inbox

Step-by-step guides from the 1CS Help Center:

Connect LINE Inbox

Step-by-step guide to linking your LINE Official Account

Connect WhatsApp

Set up WhatsApp Business API in 1CS

Connect Facebook Messenger

Link your Facebook Page inbox

Connect Instagram

Receive Instagram DMs in 1CS

Connect Email (Gmail / SMTP)

Forward or connect your email inbox

Add Live Chat to your website

Install the chat widget on any website in minutes

Choose which channels to activate

Enable only the channels your team needs

Invite your team

Add agents and assign inbox access

Frequently asked questions

Everything you need to know about Omnichannel Inbox in 1CS.

What messaging channels does 1CS support?: 1CS supports 8 channels: WhatsApp, Email, Instagram, Facebook Messenger, Telegram, SMS, Live Chat, and LINE — all managed from a single unified inbox.
Can I create separate inboxes for different teams?: Yes. You can create custom inboxes per channel and per team. Each team only sees the conversations relevant to them, reducing noise and improving focus.
How does auto-assignment work in 1CS?: Auto-assignment routes new conversations to the right agent automatically. You can configure round-robin distribution, load-balancing by open conversation count, or keyword-based routing rules per inbox.
What are canned responses?: Canned responses are pre-written message templates that agents can insert with a single click. They speed up replies to common questions and ensure consistent messaging across the team.
What is SLA management in 1CS?: SLAs let you set first-response and resolution time targets per inbox. 1CS tracks compliance in real time, highlights breaches, and reports SLA performance over time.
How do private notes and @mentions work?: Agents can leave private notes inside any conversation that are only visible to the team — not the customer. @mentions notify a specific teammate to review the thread or jump in.