1. List every way customers reach you
Write down each number, address and widget. Include the ones nobody officially owns, like a manager's personal WhatsApp. This is your channel inventory.
2. Decide who answers what
Group work by topic or branch, for example billing, delivery and sales. These become teams or queues. Pick one owner for each so a conversation never belongs to everyone and therefore nobody.
3. Connect one channel first
WhatsApp usually pays back fastest. Connect your WhatsApp Business account so customers write to the same number while the team replies from the shared inbox. Check the channel page for what Meta requires.
4. Match customers by phone number and email
Import your customer list so incoming messages attach to an existing profile. When a customer calls from the same number, the call is logged to the same record, so the agent sees the WhatsApp thread and the last email before answering.
5. Add calls and email
Connect voice if you take calls, and email if enquiries arrive by email. Keep internal notes in the conversation so context survives shift changes and holidays.
6. Review after two weeks
Look at first-response time, the number of conversations per team and the oldest open case. Adjust queues and staffing, then switch on automation for the repetitive routing.
Keep reading
What is an omnichannel customer experience platform?A plain-language explanation of omnichannel customer experience, how it differs from multichannel, and what a platform needs to do for it.How to build a customer support workflowDefine channels, owners, priorities and escalation so every customer request has a clear path from first message to resolution.Want this set up for your team?
Tell us your channels and how requests flow today, and we will show you how it would look in KitoDesk.
- Built around your own workflow
- Security and rollout questions answered
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