Unified inbox

Manage customer messages from Facebook, Zalo, website, email, and Telegram in one unified inbox. Assign agents and track status easily.

The Unified Inbox brings every customer message — regardless of which channel it came from — into one place. Instead of switching between apps and tabs, your team works from a single, organized view that shows all conversations, their status, and who is handling them.

Key features

Omnichannel inbox

All your connected channels feed into one conversation list. Facebook Messenger, Zalo (personal and OA), website live chat, email, and Telegram messages appear side by side. You can filter, search, and sort conversations, and see the channel source for each one at a glance.

Website live chat

Add a live chat widget to your website in minutes. Customers can start a conversation directly from any page, and their messages flow straight into your inbox alongside all other channel messages. You can customize the widget’s appearance to match your brand.

Pre-chat form

Before a conversation starts, you can ask visitors to fill in a short form — for example, their name, email address, or the reason for their enquiry. This gives your team context before they reply and helps you route conversations to the right person automatically.

Help center

Create a self-service knowledge base that customers can browse before reaching out. Publish articles covering your most common questions — product details, shipping policies, return processes — and reduce the volume of repetitive messages your team has to answer manually.

Mobile apps

The Jinmi Omnichannel mobile app is available for iOS and Android. You can read messages, reply, assign conversations, and manage your inbox from anywhere. No customer gets left waiting because you stepped away from your desk.

How to connect a channel

1. Open Omnichannel settings

   Log in to portal.jinmi.ai and navigate to Omnichannel → Settings → Inboxes.

2. Click Add inbox

   Select Add inbox and choose the channel you want to connect — Facebook Messenger, Zalo OA, Website, Email, or Telegram.

3. Authenticate and configure

   Follow the prompts to authenticate your account (for example, connect your Facebook Page or authorize your Zalo OA). Set a name for this inbox so your team can identify it easily.

4. Assign agents

   Choose which team members can access and reply from this inbox. You can add or remove agents at any time.

5. Go live

   Your new inbox is now active. Incoming messages from that channel will appear in your unified conversation list immediately.

Each pricing plan includes a different number of inboxes. The Free plan includes 1 inbox. Upgrade to connect more channels simultaneously.

Managing conversations

Once your channels are connected, every incoming message appears as a conversation in your inbox.

Assigning conversations You can assign any conversation to a specific agent. The assigned agent receives a notification and owns that conversation until it is resolved or reassigned.

Tagging Add labels or tags to conversations to categorize them — for example, “order query”, “complaint”, or “VIP customer”. Tags make it easy to filter conversations and run reports on common topics.

Closing conversations When an issue is resolved, mark the conversation as closed. Closed conversations are archived but remain searchable. If a customer messages again on the same thread, the conversation reopens automatically.

Using canned responses Save frequently used reply templates as canned responses. Your team can insert them into any conversation with a shortcut, ensuring consistent, fast replies across all channels.

Pre-chat form setup

1. Open your inbox settings

   Go to Settings → Inboxes, select the inbox you want to configure, then click Pre-Chat Form.

2. Enable the form

   Toggle the pre-chat form on and choose which fields to show — name, email, phone number, or a custom field.

3. Mark required fields

   Set which fields are required before the customer can start the chat. Keep the form short to avoid drop-off.

4. Save and publish

   Save your changes. The form will appear to all new visitors before they can start a conversation.

Help center setup

1. Go to Help Center

   In your Omnichannel dashboard, navigate to Help Center and click New Help Center.

2. Name your help center

   Give it a title and choose the language. You can create multiple help centers for different languages or brands.

3. Create articles

   Click New Article and write your content. Organize articles into categories — for example, “Shipping”, “Returns”, “Product Info”.

4. Publish

   Publish individual articles or the entire help center. Share the link with customers or embed the search widget on your website.

Link your help center articles to your AI chatbot’s training files. This way, both the chatbot and your customers can access the same up-to-date information.