Omnichannel messaging overview
Last updated: 2026-07-06
Omnichannel messaging brings every text-based conversation your business has — SMS, WhatsApp, Facebook Messenger, Telegram, and the live chat widget on your website — into one unified inbox inside the Dromlik phone system. Agents work from a single console; customers reach you on whatever channel is most convenient.
What omnichannel gives you
- One inbox for every channel. No more juggling separate apps for each social network.
- Routing and queues. The same tools that route calls to agents also route conversations.
- Full history. Voice calls, messages, and past chats for a contact appear in one timeline.
- Reporting. Response times, resolution rates, and workload are measured across channels.
Supported channels
| Channel | Direction | Notes |
|---|---|---|
| SMS | Inbound + outbound | Uses your SMS-enabled business number. |
| WhatsApp Business | Inbound + outbound (rules apply) | See WhatsApp messaging rules. |
| Facebook Messenger | Inbound + outbound (24h window) | Customer must message your Page first. |
| Telegram | Inbound + outbound | Via a Telegram bot linked to your workspace. |
| Live chat | Inbound | Embedded widget on your website. |
How it fits together
Each channel is set up once by an administrator and connected to your Dromlik workspace. Incoming messages are placed in a queue, routed to an available agent based on skills and availability, and shown in the agent's console alongside calls. Supervisors can monitor conversations in real time and pull reports the same way they do for voice.