Omnichannel inbox
How Liya unifies email, chat, widget, and other channels into one inbox with consistent AI context.
The omnichannel inbox consolidates conversations from all connected channels — email, live chat, web widget, and API-created tickets — into a single view. Agents work from one inbox regardless of how the customer contacted you, and Liya's AI operates identically across all channels.
Channel indicators
Every conversation in the inbox shows a channel badge so agents can immediately see how the customer reached out:
| Badge | Channel | Typical behaviour |
|---|---|---|
| Gmail / Outlook / IMAP | Asynchronous; agents reply in composed emails | |
| 💬 Chat | Live chat widget | Real-time; customer is waiting for a reply |
| 🌐 Widget | Web widget (async) | Async widget; customer not actively waiting |
| 🔌 API | Programmatically created | External system created this ticket via API |
Contact-level conversation history
When the same customer contacts you across multiple channels (e.g. emails on Monday, then opens a live chat on Wednesday), Liya links those conversations to the same contact record. The conversation sidebar shows:
- All prior conversations across all channels
- Total number of tickets and their resolution status
- The customer's preferred channel (most frequently used)
- CSAT scores from resolved conversations
This gives agents full context without asking the customer to repeat their history.
Replying across channels
When replying, Liya defaults to the same channel the customer used. You can switch channels from the composer:
- Email → Email: standard reply sent via the connected mailbox
- Chat → Chat: real-time message in the widget conversation
- Chat → Email: if the customer shared their email, you can follow up via email (useful when the live chat window closes)
Cross-channel replies are logged in the conversation timeline so the full history is preserved in one place.
Inbox views
Use Inbox views to filter and organise your omnichannel inbox:
- Mine — conversations assigned to you across all channels
- All open — every open conversation in the workspace
- Unassigned — conversations not yet assigned to any agent
- Group: [name] — conversations assigned to a specific team group
- Channel: [name] — filter to a single channel (e.g. only email)
Create custom saved views with any combination of filters by clicking Add viewat the bottom of the inbox sidebar.
Notifications
Configure per-channel notification preferences in Settings → Notifications. For example: browser notifications for new live chat conversations (time-sensitive), but digest emails for new email tickets (asynchronous). Agents can override these in their personal profile settings.