Can multiple staff work the same inbox?

Yes. Shared inbox and handoffs are core to the platform.

Which channels are supported in one inbox?

WhatsApp, SMS, Facebook, Instagram, webchat, and email can be managed together with full conversation history.

Do customers see when another agent takes over?

Handoffs are seamless internally; customers continue the same thread without repeating information.

GoTo Connect guide

Unified solution overview

Last updated: 2026-05-31

GoTo Connect circles your customer team with phone, SMS, social messaging, and AI in one platform—so every enquiry is visible and assignable without switching apps.

What channels does the unified inbox support?

Teams manage WhatsApp, SMS, Facebook, Instagram, webchat, and email in a shared inbox with continuity when conversations move between staff.

Solution diagram

GoTo Connect: unified communication features around customer teams

Frequently asked questions

Can multiple staff work the same inbox?: Yes. Shared inbox and handoffs are core to the platform.
Which channels are supported in one inbox?: WhatsApp, SMS, Facebook, Instagram, webchat, and email can be managed together with full conversation history.
Do customers see when another agent takes over?: Handoffs are seamless internally; customers continue the same thread without repeating information.

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