Glossary
A strategy that connects every customer channel into one seamless, unified experience.
Omnichannel means treating all the ways a customer interacts with a brand — WhatsApp, Instagram, Messenger, email, web — as one continuous experience rather than separate silos. A conversation started on one channel continues smoothly on another.
It differs from multichannel, where a brand is present on many channels but they don't talk to each other. Omnichannel shares context and history across channels so the customer never repeats themselves.
For teams, omnichannel usually means a unified inbox where every conversation, regardless of source, lands in one place.
Omnichannel gives customers a consistent experience and gives teams one view, eliminating repeated questions and dropped threads.
Defuser AI's Unified Inbox brings WhatsApp, Instagram and Messenger into one omnichannel view — see the unified inbox.
A strategy that connects every customer channel into one seamless, unified experience.
Omnichannel gives customers a consistent experience and gives teams one view, eliminating repeated questions and dropped threads.
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