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FOR SERVICE AND SALES TEAMS · EVERY CHANNEL · ONE THREAD

Every channel your customers use, in one thread your team can run.

WhatsApp, Instagram, Messenger, WeChat, LINE and your own website arrive in one inbox. Routed on arrival, owned by one agent, with the customer record and the AI tools already in the thread.

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Trusted by 10,000+ enterprises across 60+ industries. ISO/IEC 27001 certified. Official Meta Technology Partner.

The imBee omnichannel inbox: WhatsApp, Instagram, Messenger, WeChat, LINE and web chat conversations in one list, with a thread and the customer record open

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One place

Nine ways in. One place it all lands.

Connect a channel once. Everything after that happens in the same inbox, against the same contact, under the same rules.

Channels in

WhatsApp Business
Instagram
Facebook Messenger
WeChat
LINE
Web chat
Telegram
SMS
Email

The imBee inbox

One thread, one owner, one record.

Routed the moment it arrives
to a team, an agent or round robin
One contact record
whichever channel they used last
The AI tools in the thread
draft, transcribe, translate, summarise
One retention rule
and one set of roles over all of it

What comes out

An answer in one voicehowever many agents touched it
A ticket with a summarywritten before the handover
A record that survives an auditmasked, retained and logged
Numbers you can act onby channel, by agent, by week
66.8%
are frustrated when a business does not offer messagingKantar for Meta, 2025
+14%
more issues resolved per agent hour, on averageMcKinsey, 5,000-agent study
-9%
less time spent handling an issueMcKinsey, 5,000-agent study

Cited industry benchmarks.

Inside the inbox

One inbox, five things it does before you touch a setting.

01 EVERY CHANNEL

One thread, whichever channel they used.

Connect a channel once. Every message after that lands in the same list, tagged with where it came from, and opens in the same thread with the same tools beside it.

  • WhatsApp Business Platform, Instagram, Messenger, WeChat, LINE, Telegram, SMS, email and web chat
  • One contact record across every channel the customer uses
  • Search across all of it, including transcripts and translations
The imBee omnichannel inbox with WhatsApp, Instagram, Messenger, WeChat, LINE and web chat conversations in one list123

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  1. 1Ticket number, status and the agent who owns it, on one line
  2. 2Six channels in one list, every row tagged with its source
  3. 3One thread, and the same tools, whichever channel it came from
02 ROUTING

Assigned the moment it arrives.

Route to a team, an agent or round robin on arrival. The bar shows how long a conversation has been waiting, and the picker shows how loaded each agent already is.

  • Auto-assign by channel, keyword, language or business hours
  • Ticket status on every conversation, with a closing summary
  • Escalate to a second team without losing the history
Assigning a web chat conversation in imBee to a team or an agent, with open counts per agent123

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  1. 1How long it has been waiting, on the ticket bar
  2. 2Open counts per agent, so the load is visible before you pick
  3. 3Or round robin across a whole team
03 COLLABORATION

The team talks beside the customer, not about them somewhere else.

Internal notes live in the thread and are never sent. Mention a colleague or a whole team and they arrive with the full conversation already in front of them.

  • Internal notes, @mentions and a separate team chat
  • Handover notes so the next shift starts informed
  • Roles decide who can read, export or reveal a masked value
An internal note with an @mention inside an imBee conversation, marked as not sent to the customer123

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  1. 1Two agents on one ticket, the customer still sees one voice
  2. 2An internal note in the thread, never sent to the customer
  3. 3Mention a colleague or a whole team
04 AI IN THE THREAD

Four AI tools, inside the conversation.

None of the four sends anything on its own. The agent accepts it, edits it or ignores it.

Writing assistant

Retone, fix, simplify, expand or translate.

Sir/Madam, we would like to inform you the item is out of stock.
Dear Sir/Madam, we are sorry to say the item is currently out of stock. We will notify you as soon as it is available.
ProfessionalAccept

Voice transcription

Under the player, searchable, shared with the team.

0:41
"Hi, this is Anita. The delivery slot on Thursday no longer works, please move it to Saturday morning."

Message translation

In the agent's own reading language.

你好，請問可以換大一碼嗎？
Hi, can I exchange it for one size up?
Chinese (Traditional)

Ticket summary

Four sections, on demand and again at close.

#4182 Open AI Navy jacket stuck at preparing
ISSUE
Order 20268 has shown as preparing since 26 August.
NEXT STEPS
Confirm the restock with the warehouse by Thursday.
The imBee inbox showing an AI ticket summary in the ticket bar, a voice transcript under the player and a translated message under the original1234

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  1. 1The AI summary preview sits in the ticket bar
  2. 2A voice note arrives as readable text under the player
  3. 3An incoming message translated under the original
  4. 4The writing assistant sits in the composer
05 THE CUSTOMER RECORD

The record travels with the conversation.

Lifecycle, tags, order history and your own fields sit beside the thread and stay in step with the systems you already run, so the agent never leaves to look something up.

  • Custom fields, tags and lifecycle stages
  • Two-way sync with Shopify, Salesforce, HubSpot and more
  • Full history per contact, and per ticket
The imBee contact record beside a conversation, showing lifecycle, tags, order history and synced CRM fields123

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  1. 1Tags and lifecycle stage, editable in the thread
  2. 2Order history, without opening the shop admin
  3. 3Kept in step with the CRM and shop you already run

Built for a team that gets audited.

Masking, retention, roles and an export trail are settings in the product, not a policy document. The platform is ISO/IEC 27001 certified.

imBee data governance settings: sensitive data masking, chat history retention, export approval and a roles and permissions matrix123

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  1. 1Card, ID and phone numbers masked in the thread, exports and search
  2. 2One retention rule that transcripts and translations inherit
  3. 3Four roles, and an agent sees only what is assigned to them

Today, and with imBee

The same conversation, handled differently.

The moment
Today
With imBee
A customer who switches channel
A new conversation, no history
One contact record, one thread, whichever channel they used
A message arriving at 09:00
Sits in a shared login until someone claims it
Routed to a team or an agent on arrival, with the wait time on the bar
Asking a colleague
A side conversation in another app
An internal note in the thread, with an @mention that carries the context
A voice note
Played twice, then retyped by hand
Transcribed under the player, searchable and shared with the team
A message in another language
Copied into a browser tab
Translated under the original, in each agent’s own reading language
A handover mid-conversation
The next agent scrolls forty messages
A four-part ticket summary, written before the handover
An audit or a deletion request
Chats on personal phones, exports in spreadsheets
One retention rule, masked fields, roles and an export trail

The full inbox

Everything the team gets, in one view.

Available on the imBee platform today. Plan availability is confirmed during scoping.

Channels

WhatsApp Business PlatformInstagramFacebook MessengerWeChatLINETelegramSMSEmailWeb chat widget

Running the queue

Auto-assignmentRound robinTeams and shiftsTicketingBusiness hoursPriority and flagsSaved viewsSearch

Answering

AI writing assistantVoice transcriptionMessage translationTicket summariesMessage templatesQuick repliesScheduled messagesProduct catalogue and payment links

The team

Internal notes@mentionsTeam chatHandover notesCollaborator on a ticketMobile app

The customer

Contact recordCustom fieldsTags and segmentsLifecycle stagesOrder historyCRM and shop sync

Reporting

Conversation volumeFirst reply timeResolution rateBy channelBy agent and teamCSATExports

Governance

Roles and permissionsSensitive data maskingRetention rulesExport approvalAudit trailISO/IEC 27001 certified platform

Questions

Straight answers before the demo.

Which channels can I connect? +
WhatsApp Business Platform, Instagram, Facebook Messenger, WeChat, LINE, Telegram, SMS, email and the web chat widget on your own site. imBee is an Official Meta Technology Partner, so WhatsApp, Instagram and Messenger connect through the official APIs rather than an unofficial bridge.
Does a customer who switches channel become a second contact? +
No. The contact record is one record across every channel they use, so the order history and the previous tickets are there whichever way they come back.
How does a conversation get to the right agent? +
On arrival, by rule: channel, keyword, language, business hours or round robin across a team. The ticket bar shows how long anything unassigned has been waiting, and the assignee picker shows how many open conversations each agent already has.
Can two agents work on the same conversation? +
Yes. One owns it, others can be added as collaborators, and internal notes with @mentions stay inside the thread. The customer sees one voice.
What do the AI tools actually do, and do they message customers on their own? +
They draft, transcribe, translate and summarise. None of them sends anything: the writing assistant previews a rewrite for the agent to accept, transcription and translation add text under the original, and a ticket summary is offered for review before a ticket closes.
Is there a mobile app? +
Yes, for iOS and Android, with the same assignment, notes and mentions as the desktop inbox.
How is customer data protected? +
Card and ID numbers can be masked in the thread, in exports and in search, with every reveal logged. Conversations, transcripts and translations inherit one retention rule and are deleted together. The platform is ISO/IEC 27001 certified.
Can it work with the CRM and shop we already run? +
Yes. Contacts and fields sync both ways with Shopify, Salesforce, HubSpot and others, and the API and webhooks cover anything not on the list.

Referenced on this page: Kantar for Meta: business messaging usage research, 2025 · McKinsey: the economic potential of generative AI, customer operations · Meta for Developers: WhatsApp Business Platform documentation

Explore imBee: WhatsApp Business API · Marketing Campaign & Broadcast · Chatbot & Automation · Conversational Analytics · Pricing

Ready when you are

Put every channel in one inbox your team can actually run.

See the routing, the collaboration and the AI tools on your own channels.

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