Unified Inbox & Nova

Bangla: ফেসবুক মেসেঞ্জার, ইনস্টাগ্রাম আর হোয়াটসঅ্যাপের সব মেসেজ একই ইনবক্সে আসবে — সাথে থাকবে Nova, যে খসড়া রিপ্লাই লিখে দেয় বা চাইলে নিজে থেকেই কাস্টমারকে রিপ্লাই দেয়।

Running a store across Facebook Messenger, Instagram, and WhatsApp usually means switching between three different apps, losing track of who said what, and answering the same question over and over. Omnikyo's unified inbox brings every conversation from all three channels into one screen, and gives you Nova, an AI assistant built specifically for this inbox, to help your team answer faster.

One inbox for every channel

Every conversation — whether it started on Facebook Messenger, Instagram Direct, or WhatsApp — lands in the same list. You don't need to check three separate apps, and nothing gets missed because it arrived on the "wrong" channel. Each conversation shows who you're talking to, the channel it came in on, and the most recent message at a glance.

Context right beside the chat

Open a conversation and the customer's relevant context is already there next to it — including their order history — so your team isn't asking customers to repeat information they've already given you. From the same screen, an agent can also browse and search your live product catalogue and pull a product card straight into the chat, so answering "do you have this in blue?" or "how much is the large size?" doesn't mean tabbing away to look it up.

Nova: your AI assistant for the inbox

Nova is the AI built into the inbox. It works in three modes, and you decide how much you want it to do:

• Draft mode — Nova writes a suggested reply based on the conversation, and a human reviews and sends it (or edits it first). Nothing goes to the customer without a person approving it.
• Refine mode — if an agent has already started typing a reply, Nova can polish or rewrite it — tightening the wording, fixing tone, or making it clearer — before it's sent.
• Autopilot mode — when a business turns this on, Nova replies to customers directly, without waiting for a human to approve each message first. This is optional and off by default; turn it on only once you're comfortable with how Nova responds in Draft mode.

Nova also triages incoming messages — it reads each conversation for likely intent, sentiment, and urgency, so your team can see at a glance which conversations need a person's attention right away, which ones Nova is already handling, and which ones can wait.

To answer accurately, Nova can look up a customer's past orders and search your product catalogue. What Nova does not do is create an order or apply a discount by itself — placing an actual order is always a deliberate action taken by a person on your team, even when Nova drafted the message that led to it.

AI is optional

If your team prefers to work without any AI assistance, that's entirely fine — every part of the inbox works the same way manually. Nova only drafts, refines, or auto-replies where you've chosen to let it; nothing about reading messages, viewing customer context, or sending replies requires it.

A typical workflow

1. A customer messages your Page, your Instagram account, or your WhatsApp number
2. The conversation appears in your unified inbox, tagged with its likely intent and urgency
3. An agent opens it and sees the customer's order history and context immediately
4. The agent either replies manually, asks Nova to draft a reply and sends it after reviewing, or — if Autopilot is on for routine questions — lets Nova reply directly
5. If the conversation turns into a sale, the agent pulls up the product catalogue from inside the chat and places the order themselves