Multichannel customer support from one inbox
Your customers pick the channel. IotaBot puts website chat, WhatsApp, Instagram and email in one inbox, answers all of them with one AI trained on your content, and keeps each customer’s history in one place.
- 4 channels, 1 inbox
- One AI for all
- Live handoff everywhere
Multichannel support with IotaBot: at a glance
IotaBot supports customers on website chat, WhatsApp, Instagram (DMs and comments) and email.
All channels arrive in one shared inbox.
One knowledge base and one set of bot rules power the AI on every channel.
The AI model can be chosen per channel.
Live handoff works the same on website chat, WhatsApp and Instagram; email conversations become tickets.
Team members can be scoped to specific websites, Instagram accounts and mailboxes.
Get started in three steps
- 1
Connect your channels
One script tag for your website; Meta sign-in for WhatsApp and Instagram; forwarding for email.
- 2
Train once
Every channel answers from the same knowledge and follows the same rules.
- 3
Work one queue
Agents answer every channel from one inbox, with each customer’s full history.
Why one inbox beats four apps
Consistent answers
The same knowledge on every channel — no contradicting policies between WhatsApp and email.
Channel-native replies
Buttons and lists on WhatsApp, rich cards on web chat, threaded replies on email.
Per-channel AI model
Choose a faster or cheaper model per channel to match its volume.
Scoped team access
Give each agent only the channels and accounts they handle.
Tickets across channels
Any conversation can become a ticket with SLA and owner.
Customer history in one place
See what a customer asked on any channel before you reply.
Multichannel support in practice
Retail and D2C
Instagram questions, WhatsApp order updates and email returns in one queue.
Education
Website enquiries and WhatsApp follow-ups answered from one course knowledge base.
Agencies
Several client brands, each as its own website with its own channels and team.
Multichannel support: frequently asked questions
Still have a question? Talk to us or try the live demo.
What is the difference between multichannel and omnichannel support?
Multichannel means you support customers on several channels; omnichannel means those channels share one inbox, one knowledge base and one customer history. IotaBot is built the omnichannel way.
Which channels are supported?
Website chat (any website, plus Shopify, WordPress and Wix), WhatsApp, Instagram DMs and comments, and email. Facebook Messenger and SMS are not supported yet.
Does the AI behave the same on every channel?
It uses the same knowledge and rules everywhere, and formats replies for each channel — buttons on WhatsApp, cards on web chat. Email is answered by your team.
Can different agents handle different channels?
Yes. Each team member can be scoped to specific websites, Instagram accounts and mailboxes.
Related solutions
Try IotaBot for Multichannel support
Start free, train it on your content, and see it answer in minutes.