Inbox & helpdesk
One inbox: WhatsApp, Instagram, Messenger, email, web chat.
Your team and the AI work the same conversations, with assignment, internal notes, SLA targets and the customer's Shopify orders on screen.
Illustration of the Kanesh inbox: saved views and tags on the left, an email conversation in the middle with its first-reply target, assignment to the customer care team and to Marta, an internal note mentioning Marta and a saved reply, and on the right the customer's Shopify orders.
Five channels, five tabs, one customer.
Every channel in its own tool
WhatsApp on a phone, Instagram in another app, email in another inbox. Nobody sees the whole conversation.
Conversations nobody owns
Without clear assignment, some get answered twice and others not at all.
The order is on another screen
To reply you search Shopify, copy and come back. Every answer takes twice as long.
Five channels, one queue.
Every message lands in one shared inbox with the same views, tags and assignment, whichever channel it came from.
- WhatsApp through the official platform or your existing 360dialog number.
- Connect your Instagram account and your Facebook Page, and answer DMs and Messenger from the same inbox.
- Connect your support mailbox (Google or Microsoft) and reply from the inbox.
- Add a chat widget to your website.Beta
Illustration: the channels connected to one Kanesh inbox: a WhatsApp number, an Instagram account, a Facebook page, a support mailbox and a chat on the brand's website.
Work as a team, and on time.
Assign conversations to people or teams and leave internal notes the customer never sees. Mention a colleague to pull them in.
- Internal notes and @mentions inside the conversation.
- Business hours and SLA targets with alerts.
- You set the targets and the hours; Kanesh sends the alerts.
Illustration: a queue of four conversations, each with a progress bar towards the brand's first-reply target during business hours. One of them passes its target, an alert goes to the team, and someone picks it up and replies.
Less typing for the questions you get daily.
Saved replies and macros for repetitive answers, one shortcut away. Tag conversations and save your own views so each person opens exactly the queue they work.
- Saved replies and macros, inserted with a “/” shortcut.
- Tags and saved views for your team's own queues.
Illustration: a saved replies picker opened with a slash shortcut, listing reusable answers and a macro, next to a list of saved views and tags.
The order, right next to the conversation.
The customer panel shows their Shopify orders and status beside the chat, so your team answers without opening another tab. A sales pipeline sits on the same conversation.
- Shopify orders and their status in the sidebar.
- A sales pipeline tied to each conversation.
- Tags and notes that stay with the conversation.
Illustration: the customer panel next to a conversation, with the customer's Shopify orders and a sales pipeline deal linked to the same conversation.
Your AI and your team, one inbox.
The AI isn't a separate bot with its own inbox. It works in yours, and your team sees everything it does.
AI conversations in plain sight
Every conversation the AI answers is in the shared inbox. Filter them, read them, step in.
Handoffs with a reason
When the AI shouldn't answer, it hands the conversation to your team with the reason and the context.
Suggested replies
In the conversations your team handles, the AI suggests replies they can approve or edit.
The helpdesk basics, covered.
Items marked Beta work in production and are recent: we set them up with you.
Satisfaction surveys
BetaSend a satisfaction survey after a conversation.
Spam and duplicates
BetaBlock spam and merge duplicate contacts.
Roles and permissions
BetaRoles and permissions for your team.
Spanish and English
The interface is available in Spanish and English.
The inbox they work in today.
97%
of chat conversations waiting for an answer got one within 2 hours
Measured · WhatsApp, Instagram and Messenger, in the 7 days to 30 September 2026.
MonisquiRead the story: Monisqui2.2 min
median first reply on WhatsApp
Measured · Customer-started WhatsApp conversations, 1–27 September 2026. 96.3% got a reply within 24 hours, from the AI or a person.
Alma ConceptRead the story: Alma ConceptWhatsApp, Instagram, Messenger and email in one shared inbox, with the AI and the team in the same conversation.
Alma ConceptRead the story: Alma Concept
Questions about the inbox
Which channels come into the inbox?
Does Kanesh assign conversations automatically?
Can we set our own SLA targets and business hours?
Can my team see Shopify orders without leaving the inbox?
Is the web chat widget ready to use?
Which languages is the interface in?
See what your conversations are missing.
See how your channels, team and AI work together. Let’s talk about your operation and your plan.