One Messaging Platform for Every Customer Conversation
Bring every channel, every conversation and live chat into one place — reach customers on WhatsApp and beyond with broadcasts, message templates and canned responses, and route each conversation to the right agent.
What is Dictode Omnichannel Messaging?
Dictode Omnichannel Messaging is an engagement platform that brings WhatsApp, live chat, email and social conversations into shared omnichannel inboxes. Send broadcasts on approved message templates, answer faster with canned responses, and route every conversation with agent assignment and presence — while email rules keep inbound mail filed and routed automatically.
Omnichannel Inboxes & Channels
Every channel — WhatsApp, live chat, email and social — connects through a message provider, so conversations from any channel land in the same shared inbox with full context.
- WhatsApp, live chat, email and social channels via message providers
- Every conversation keeps its complete message history in one thread
- Shared omnichannel inboxes — not a separate app per channel
- Add a new channel without disrupting conversations already in progress
Broadcasts & Message Templates
Reach opted-in customers with campaigns built on approved message templates — offers, updates and reminders sent on the channel they already use.
- Broadcasts go out to opted-in audiences only
- Message templates keep every campaign on-brand and consistent
- Reuse templates for recurring campaigns instead of writing from scratch
- Every reply to a broadcast lands in the same inbox as day-to-day conversations
Canned Responses & Templates
Give agents a shared library of canned responses and message templates so common questions get fast, consistent answers every time.
- One-click canned responses for frequently asked questions
- Message templates standardise tone across the whole team
- New agents ramp up faster with a ready-made response library
- Consistent answers mean less back-and-forth per conversation
Agent Assignment & Presence
Route every conversation to the right agent automatically, with presence showing who is online and available before a conversation is assigned.
- Agent assignment routes conversations to the right person as they arrive
- Presence shows who is online and available in real time
- Reassign conversations when an agent goes offline
- Assign conversations across the team, channel by channel
Email Rules
Email rules auto-file and route incoming mail the moment it arrives, so email conversations sit alongside chat and WhatsApp in the same inboxes — no manual sorting.
- Email rules auto-file incoming messages into the right conversation
- Route email to the right agent or team based on rules you define
- Email conversations live alongside chat and WhatsApp, not in a separate mailbox
- Rules apply automatically the moment a message arrives
Live Chat for Sales
Turn website visitors into real-time conversations, then hand qualified conversations to sales as leads — without copy-pasting between tools.
- Live chat turns website visitors into real-time conversations
- Every chat keeps its full message history for context
- Qualified conversations are handed to sales as CRM leads
- Agents reply from the same inbox used for broadcasts and day-to-day conversations
Related products
Pair this product with the rest of the Dictode stack — one unified data layer, one login, zero duplicate work.
Frequently Asked Questions
Which channels does Dictode Omnichannel Messaging support?
Messaging connects WhatsApp, live chat, email and social channels as message providers, so every conversation — whichever channel it started on — lands in the same set of omnichannel inboxes with full message history.
How do broadcasts work?
Broadcasts go out to opted-in audiences using approved message templates, so campaigns — offers, updates, reminders — reach customers on the channel they already use, with every reply landing back in the same inbox.
What is the difference between Messaging and Support Hub?
Support Hub adds ticketing and SLAs on top; Messaging is the engagement layer. Messaging is built for broadcasts, live chat and day-to-day conversations, while Support Hub layers ticket creation and SLA tracking on the same conversations for support teams.
Can multiple agents share the same inbox?
Yes. Omnichannel inboxes are shared across the team, with agent assignment and presence controlling who owns each conversation and who is available to pick up the next one.
Does Messaging integrate with the CRM?
Yes. Conversations started in live chat or WhatsApp can be handed to Dictode CRM Platform as leads, so a sales conversation that starts as a message doesn't need to be re-entered anywhere.
Is WhatsApp Business API supported?
Yes. WhatsApp connects as a message provider alongside the other channels, so WhatsApp broadcasts, templates and conversations run through the same omnichannel inboxes as live chat and email.
Get a Free Omnichannel Messaging Demo
Tell us about your business and we'll show you how it fits — pricing, migration and rollout included.
Trusted by businesses in 60+ countries — built by Dictode since 2019.
Ready to Bring Every Conversation Into One Inbox?
See how omnichannel inboxes, broadcasts, canned responses and agent routing help your team respond faster on every channel.
Request a DemoAlso explore: AI Support Hub CRM Platform