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How to Enhance Customer Experience with Omnichannel Solution?

String's Omnichannel Solution ensures seamless communication across multiple platforms, helping businesses engage customers effectively.

Updated over 3 months ago

1. Navigating to Omnichannel Dashboard

To access the unified inbox and manage all your conversations:

  1. Log in to your String account

  2. From the left sidebar, click "Communication"

  3. Select "Omnichannel" from the dropdown menu

  4. You’ll land on the Omnichannel dashboard with:

    • Unified inbox (all messages in one place)

    • Tags & agent management

    • Conversation filters (Unread/Read)


2. Integrating Social Media Accounts

Connect Meta platforms to receive messages in your unified inbox:

  1. In Omnichannel dashboard, click "Managemant" > "Settings"

  2. Select "Integrations""Meta Accounts"

  • Click "login with Facebook" and log in to your:

    • Facebook (for DM + Comments)

    • Instagram Business

    • WhatsApp Business

  • Authorize String to access messages

Now you’ll receive all social conversations in one inbox!


3. Using the Unified Inbox

Key Features:

  • Channels: (WhatsApp - Social DM - Social Post - Web chat - Internal )

  • Tags: Organize conversations (e.g., "Need help" "Follow up", "VIP", "Complaint" etc..)

  • Agents: Assign conversations to team members

  • Conversation: control all messages in one inbox

  • Filters: Search by:

    • Tags

    • Unread/Read status

    • Agent

    • Open/ Closed

    • Campaign Conversation

    • Inbound conversations

Start a New Conversation:

  1. Click "New Message"

  2. Select a contact/channel (WhatsApp, FB, etc.)

  3. Select the WhatsApp number

  4. Select Lead

  5. Select the template

  6. Create Conversation


4. Sending Broadcasts to Segments

Create targeted campaigns:

  1. Go to "WhatsApp Campaigns " tab in "Communication"

    • Click New Campaign

    • Add campaign details

  2. Compose message → Schedule/Send

    Step by step know how to Create a WhatsApp Campaign


5. Troubleshooting

No conversations showing?

  • Ensure Meta accounts are properly connected

  • Check if filters are hiding messages (e.g., "Unread" selected but all are read)

🔍 "No tags found"?

  • Create your first tag with "+ Add new tag"

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