Answer every customer from one inbox, whatever app they use

Name: WACRM
Author: WACRM team

WACRM Omnichannel is the shared inbox that helps your team answer customers on WhatsApp, SMS, Facebook Messenger and Instagram Direct from one screen: every chat opens a conversation in the same Inbox, and each reply goes back on the channel the customer last wrote on.

By the WACRM team Updated November 10, 2026

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WhatsApp, SMS, Messenger and Instagram Direct in one shared inbox

WhatsApp on the official Cloud API, in the shared inbox

SMS through an Android phone you pair as a gateway

Messenger and Instagram Direct once your Facebook Page and Instagram account are connected

Facebook and Instagram comments: reply, reply privately, hide or delete

Each reply goes back on the channel the customer last used

Why do customers write to one business on so many apps?

Customers write from wherever they already are: a WhatsApp message after finding your number, a text from someone who does not use WhatsApp, a Messenger chat from your Facebook Page, an Instagram DM or a comment under a post. When every app lives on a different phone or login, replies come late and the same question is answered twice, or not at all.

WACRM brings those conversations into the inbox your team already uses for WhatsApp. Everyone works from the same list, picks up the next chat and replies without asking which app it came from.

Inbox All channels

Maya R.
WhatsApp

Can I book a cut for Saturday morning?
Tomás L.
SMS

Running 10 minutes late, sorry!
Aiko S.
Instagram

Do you still have the 4 pm slot?
Jordan P.
Messenger

What are your opening hours today?
Lena K.
Comment

Love this! Is it walk-in only?

Aiko S.

Instagram

Do you still have the 4 pm slot?

Yes, 4 pm is free. Shall I book it for you?

Reply goes back on Instagram

Illustration: the WACRM shared inbox with WhatsApp, SMS, Instagram and Messenger conversations and a post comment. Names and messages are examples.

How does the omnichannel inbox work?

Connect WhatsApp
Connect your WhatsApp Business number; every customer message opens a conversation in the shared inbox.
Pair a phone for SMS
Open SMS Gateway in the Workspace and pair a spare Android phone with its own SIM; its texts arrive in the same inbox.
Connect your Page and Instagram
Our team connects your Facebook Page and Instagram account under Channels, so Messenger chats, Instagram DMs and post comments reach WACRM.
Reply from one place
Your team answers in the Inbox, and WACRM sends each reply on the channel the customer last wrote on.

What do you get with the omnichannel inbox?

One inbox for four chat channels

WhatsApp, SMS, Messenger and Instagram Direct conversations share the Inbox screen, and each conversation shows the channel it came from.

Replies on the right channel

A conversation keeps the channel of the customer's latest message and sends your reply there, so nobody picks the app by hand.

WhatsApp and SMS on one contact

A text from a number that already wrote on WhatsApp continues the same contact and conversation, matched by phone number.

A screen for comments

The Comments screen lists Facebook Page and Instagram comments: reply in public, send one private reply, hide or delete.

Public replies approved first

A public reply to a comment is proposed first and posts under your post only after a teammate approves it.

Each channel's rules checked

The WhatsApp 24-hour window, the Messenger and Instagram messaging window and opt-outs per channel are checked before anything is sent.

Who answers on more than one channel with WACRM?

A clinic professional in scrubs going over an appointment on a tablet with a patient in a bright waiting area

Clinics and salons

A patient texts to move an appointment and later asks a question on Instagram; both reach the inbox the front desk already watches.

An older couple smiling as they shake hands with an adviser across a table in a bright meeting room

Real estate advisers

A lead who comments on a listing post gets a private reply, and the conversation carries on in Messenger.

Two agency colleagues reviewing a client plan together at a desk in a creative office

Agencies

Each client project gets its own inbox, with that client's WhatsApp number, Facebook Page and Instagram account connected to it.

What does each channel need?

WhatsApp runs on the official WhatsApp Business Platform Cloud API with your own number. SMS runs through a spare Android phone with its own SIM card, paired from the SMS Gateway screen with the WACRM Android app our team sends you.

Messenger and Instagram Direct use your Facebook Page and the Instagram professional account linked to it. Meta grants the messaging permissions for these channels to each app, so our team connects your Page and Instagram account with you during setup and checks that messages arrive before your team relies on them.

Which rules apply when you reply?

Each channel keeps its own rules. On WhatsApp, a free-form reply goes out within 24 hours of the customer's last message; after that you send an approved template. Messenger and Instagram Direct also have a 24-hour messaging window, and a person on your team can still answer for up to 7 days after the last message, while automatic and AI replies cannot. SMS has no messaging window.

Templates are approved by Meta for WhatsApp only, so they are never sent as SMS, Messenger or Instagram messages. On those channels your team sends ordinary text replies.

Questions about the WACRM omnichannel inbox?

Do SMS replies arrive in the same inbox as WhatsApp?

Yes. A text received by your paired Android phone opens or continues a conversation in the same Inbox, and a customer who already wrote on WhatsApp from that number stays one contact.

How do I connect Messenger and Instagram?

You connect your Facebook Page and the Instagram professional account linked to it. Meta grants messaging permissions to each app, so our team does this with you during setup; your connected Pages then show under Channels in the Workspace.

Can my team answer Facebook and Instagram comments?

Yes, from the Comments screen: post a public reply once a teammate approves it, send one private reply to the person who commented, hide a comment or delete it.

Which channel does my reply go out on?

The channel of the customer's latest message. If they last wrote by SMS, your text reply goes out as an SMS through your most recently active paired phone; if they wrote on Instagram, it goes back to Instagram.

Can I send WhatsApp templates on other channels?

No. Templates are approved by Meta for WhatsApp only. On SMS, Messenger and Instagram your team sends ordinary text replies.

What happens when a customer opts out on one channel?

WACRM records the opt-out on the contact for the channel it arrived on, and automated messages on that channel are no longer sent to that customer.

Sources

A customer-support team with headsets answering customers on laptops at a shared desk

Talk to an expert

A person from the WACRM team replies.

Ask which channels your customers use most, and how to bring them into one WACRM inbox.

WhatsApp +84 937 869 689 Email: [email protected]

Replies within one working day, usually sooner on WhatsApp.

Bring every chat into one inbox

Get started on WhatsApp, and our team connects your SMS phone, Facebook Page and Instagram account with you.