Customers do not think in channels. One sends a WhatsApp at seven in the morning to ask where their parcel is, another replies to an invoice email in the afternoon, and a third does both about the same order. For the person answering, that used to mean a phone in one hand, a mailbox in another tab and the order system in a third, copying numbers from one screen to the next.
We have put all of it in one place. The Orca inbox brings WhatsApp and email together, shows everything we know about the customer next to the conversation, and has AI draft the reply. The agent reads it, adjusts it if needed, and sends.
Every conversation in one list
WhatsApp chats and emails sit in the same list, newest first, each marked with where it came from. Tabs split them by channel when you need to, and filters show what still needs a reply, which replies are ready to go and what has already been answered. The counters at the top tell the team at a glance how much is waiting today, this week or this month.
Nothing is stuck on a personal phone or in one person's mailbox. If a colleague is off, the conversation is still there, with its full history, for whoever picks it up.
The whole customer, next to the chat
The moment a conversation opens, the customer's record opens beside it: their contact numbers, how many orders they have placed and when the last one was, the status of their recent orders, their history and their balance. If the same phone number belongs to more than one customer record, the inbox says so, so nobody replies about the wrong account.
That changes the kind of answer an agent can give. "Let me check and come back to you" becomes "Your order was approved yesterday, and here are the full details", in the very first reply.
An AI draft for every reply
Under each conversation, the AI suggests a reply. It reads the conversation and the customer's record, sums up in one line what it thinks the customer needs, and writes the answer in the company's own tone of voice, signature included.
The agent stays in charge. Send posts the reply as it is, and Edit opens it to change first. Nothing reaches a customer without a person choosing to send it.
One voice for the whole team
This is where the inbox does more than save time. When every reply starts from the same understanding of the customer and the same tone, the team sounds like one company rather than a group of individuals. A new starter answers with the same care as someone who has been there for years, because the context and the wording are in front of them from their first day.
It also gives the business a single source of truth. The conversation, the customer record and the orders are the same data, seen on the same screen. There is no second copy to fall out of date, and no answer that depends on who happened to read the message.
Next: replies that send themselves
Many messages ask the same things: where is my order, can I have my invoice, what time will the driver arrive. Because the inbox already knows the customer and their orders, we can set up automated replies for questions like these. The simplest requests are then answered straight away, at any hour, and the team's time goes to the conversations that really need a person.
The inbox is part of Orca, alongside order management, route planning and live tracking. If your customers message you on WhatsApp and email, get in touch and we will show you how it works with your own data.