Omnichannel support
Every channel, one inbox, one policy.
Email, WhatsApp, Instagram and Messenger DMs, public comments and helpdesk tickets arrive in one inbox. The same knowledge base, confidence threshold and escalation rules apply to all of them.
Free plan with 100 AI replies a month. No credit card required.
Product view
The ReplyBay inbox
Preview of the inbox: a new Instagram message from Emma about changing her order size, an AI draft at 91% confidence held for review, and a team member accepting it so it is sent.
The inbox from the app: an Instagram message about an order change, its draft held for review with a confidence score, and a teammate sending it.
Workflow
One workflow for every channel
Connect the channels you use
Each connection is its own, and every message lands in the same queue, tagged with its channel.
One knowledge base
Policies, products and order data are written or connected once, and every channel answers from them.
One threshold
The confidence a reply needs to send on its own is the same on email as on WhatsApp, so no channel is looser than another.
One escalation path
Payment problems, order changes and upset customers reach the same people, whichever channel they wrote on. Returns and refunds do too by default.
Examples
One morning across channels
Message: Instagram comment: price?
What ReplyBay does: Public replyA public reply with the price from your catalog, after your reply delay.
Message: Email: where is order 4829?
What ReplyBay does: Sent automaticallyMatched to the order and sent above your threshold.
Message: Instagram comment: LINK
What ReplyBay does: Private DM sentMatches your comment-to-DM rule, so the commenter gets your private message.
Message: WhatsApp: I want a refund
What ReplyBay does: Escalated to a personEscalated to a person by default, exactly as it would be on email.
Illustrative messages. Automatic actions run only after you switch automation on and a reply clears your confidence threshold; until then each one waits for you as a draft.
Availability
What works today
Email, WhatsApp, Instagram and Messenger Live
Messages in one inbox, answered under one threshold.
Instagram and Facebook comments Live
Moderated under one workspace policy.
Zendesk, Gorgias and Re:amaze tickets Live
Drafted and answered inside the helpdesk.
TikTok Shop buyer chat Waiting on provider approval
Built and waiting on TikTok granting seller.customer_service. TikTok Shop order context is live today.
TikTok comments, live chat widget, phone and SMS Not available
Not available today.
Checked against the product on
Channel by channel
What ReplyBay does on each connection today. Nothing here is a roadmap promise.
| Channel | Messages | Public comments | Comment-to-DM | History import | Order data |
|---|---|---|---|---|---|
| Gmail | Live | Does not apply | Does not apply | Live | Does not apply |
| Any IMAP inbox | Live | Does not apply | Does not apply | Live | Does not apply |
| Live | Does not apply | Does not apply | Not available | Does not apply | |
| Live | Live | Live | Live | Does not apply | |
| Live | Live | Not available | Live | Does not apply | |
| TikTok | Waiting | Not available | Not available | Not available | Live |
| Shopify | Does not apply | Does not apply | Does not apply | Does not apply | Live |
| Zendesk | Live | Does not apply | Does not apply | Live | Does not apply |
| Gorgias | Live | Does not apply | Does not apply | Live | Does not apply |
| Re:amaze | Live | Does not apply | Does not apply | Live | Does not apply |
For TikTok, messages means TikTok Shop buyer chat, which switches on when TikTok grants the seller.customer_service scope. WhatsApp has no history import because the WhatsApp Cloud API offers no endpoint for past messages.
Questions
Is every channel handled the same way?
The rules are the same: one knowledge base, one confidence threshold, one escalation path. What each provider allows differs, and the table above shows exactly where.
Can I import past conversations?
From Gmail, IMAP, Instagram, Messenger, Zendesk, Gorgias and Re:amaze, yes. WhatsApp offers no history, so it starts with new messages.
Do comments count as conversations?
Comments land in the same inbox, tagged with the platform and post, but follow the comment policy: reply delay, minimum confidence, liking and abuse handling.
How many channels can I connect?
Every plan, Free included, connects real support channels. Plans differ in AI replies, credits, workspaces and seats; see pricing for the numbers.
Bring the channels in one at a time.
Start with the channel that is busiest today, then add the rest when the drafts look right.