Memperkenalkan AI Agent 🤖💬 Pelajari Lebih Lanjut

FOR SERVICE AND SALES TEAMS · CONNECTED CHANNELS · ONE INBOX

Bring connected channels together in one shared inbox.

WhatsApp, Instagram, Messenger, WeChat, LINE and your own website arrive in one inbox. Routed on arrival, owned by one agent, with the customer record and the AI tools already in the thread.

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Trusted by 10,000+ enterprises across 60+ industries. ISO/IEC 27001 certified. Official Meta Technology Partner.

Illustrative product view. View full-size image: omnichannel inbox (opens a new tab).

One place

Nine ways in. One place it all lands.

Messages from connected channels arrive in a shared inbox. Check whether and how your account can identify or link customer records, and which channel rules apply.

Channels in

WhatsApp Bisnis

Instagram

Facebook Messenger

WeChat

LINE

Obrolan daring

SMS

The imBee inbox

Shared inbox. Clear ownership.

Routed the moment it arrives
to a team, an agent or round robin

Customer context
where available in your account

The AI tools in the thread
draft, transcribe, translate, summarise

Retention and access
Confirm what applies to your account

What comes out

An answer in one voicehowever many agents touched it

A ticket with a summarywritten before the handover

Review the controls your team needsconfirm retention, masking and logging

Numbers you can act onby channel, by agent, by week

66.8%

are frustrated when a business does not offer messagingKantar for Meta, 2025

+14%

more issues resolved per agent hour, on averageMcKinsey, 5,000-agent study

-9%

less time spent handling an issueMcKinsey, 5,000-agent study

Cited industry benchmarks.

Inside the inbox

One inbox, five things it does before you touch a setting.

01 EVERY CHANNEL

Connected channels, one shared inbox.

Messages from connected channels appear in one list with their source. Open each conversation to work with the tools available to your team.

WhatsApp Business Platform, Instagram, Messenger, WeChat, LINE, Telegram, SMS, email and web chat
Check whether and how your account can identify or link customer records across channels.
Search across all of it, including transcripts and translations

The imBee omnichannel inbox with WhatsApp, Instagram, Messenger, WeChat, LINE and web chat conversations in one list

123

Illustrative product view. View full-size image: connected channels (opens a new tab).

1Ticket number, status and the agent who owns it, on one line
2Six channels in one list, every row tagged with its source
3Open a conversation and use the tools available to your team.

02 ROUTING

Assigned the moment it arrives.

Route to a team, an agent or round robin on arrival. The bar shows how long a conversation has been waiting, and the picker shows how loaded each agent already is.

Auto-assign by channel, keyword, language or business hours
Ticket status on every conversation, with a closing summary
Escalate to a second team without losing the history

Assigning a web chat conversation in imBee to a team or an agent, with open counts per agent

123

Illustrative product view. View full-size image: conversation assignment (opens a new tab).

1How long it has been waiting, on the ticket bar
2Open counts per agent, so the load is visible before you pick
3Or round robin across a whole team

03 COLLABORATION

The team talks beside the customer, not about them somewhere else.

Internal notes live in the thread and are never sent. Mention a colleague or a whole team and they arrive with the full conversation already in front of them.

Internal notes, @mentions and a separate team chat
Handover notes so the next shift starts informed
Roles decide who can read, export or reveal a masked value

An internal note with an @mention inside an imBee conversation, marked as not sent to the customer

123

Illustrative product view. View full-size image: internal team notes (opens a new tab).

1Two agents on one ticket, the customer still sees one voice
2An internal note in the thread, never sent to the customer
3Mention a colleague or a whole team

04 AI IN THE THREAD

Four AI tools, inside the conversation.

None of the four sends anything on its own. The agent accepts it, edits it or ignores it.

Writing assistant

Retone, fix, simplify, expand or translate.

Sir/Madam, we would like to inform you the item is out of stock.

Dear Sir/Madam, we are sorry to say the item is currently out of stock. We will notify you as soon as it is available.

ProfessionalAccept

Voice transcription

Under the player, searchable, shared with the team.

0:41

"Hi, this is Anita. The delivery slot on Thursday no longer works, please move it to Saturday morning."

Message translation

In the agent's own reading language.

你好，請問可以換大一碼嗎？

Hi, can I exchange it for one size up?

Chinese (Traditional)

Ticket summary

Four sections, on demand and again at close.

#4182 Open AI Navy jacket stuck at preparing

ISSUE

Order 20268 has shown as preparing since 26 August.

NEXT STEPS

Confirm the restock with the warehouse by Thursday.

The imBee inbox showing an AI ticket summary in the ticket bar, a voice transcript under the player and a translated message under the original

1234

Illustrative product view. View full-size image: AI assistance tools (opens a new tab).

1The AI summary preview sits in the ticket bar
2A voice note arrives as readable text under the player
3An incoming message translated under the original
4The writing assistant sits in the composer

05 THE CUSTOMER RECORD

The record travels with the conversation.

Lifecycle, tags, order history and your own fields sit beside the thread and stay in step with the systems you already run, so the agent never leaves to look something up.

Custom fields, tags and lifecycle stages
Two-way sync with Shopify, Salesforce, HubSpot and more
Full history per contact, and per ticket

The imBee contact record beside a conversation, showing lifecycle, tags, order history and synced CRM fields

123

Illustrative product view. View full-size image: contact record (opens a new tab).

1Tags and lifecycle stage, editable in the thread
2Order history, without opening the shop admin
3Kept in step with the CRM and shop you already run

Built for a team that gets audited.

Masking, retention, roles and an export trail are settings in the product, not a policy document. The platform is ISO/IEC 27001 certified.

imBee data governance settings: sensitive data masking, chat history retention, export approval and a roles and permissions matrix

123

Conceptual illustration: shared 24-month retention and joint deletion are unverified examples. Confirm your account’s rules.

1Card, ID and phone numbers masked in the thread, exports and search
2Confirm which retention rules apply to transcripts and translations
3Four roles, and an agent sees only what is assigned to them

Today, and with imBee

The same conversation, handled differently.

The moment

Today

With imBee

A customer who switches channel

A new conversation, no history

Connected messages in one inbox; check whether and how customer profiles can be linked.

A message arriving at 09:00

Sits in a shared login until someone claims it

Routed to a team or an agent on arrival, with the wait time on the bar

Asking a colleague

A side conversation in another app

An internal note in the thread, with an @mention that carries the context

A voice note

Played twice, then retyped by hand

Transcribed under the player, searchable and shared with the team

A message in another language

Copied into a browser tab

Translated under the original, in each agent’s own reading language

A handover mid-conversation

The next agent scrolls forty messages

A four-part ticket summary, written before the handover

An audit or a deletion request

Chats on personal phones, exports in spreadsheets

Check retention, masking, roles and export controls for your account

The full inbox

Everything the team gets, in one view.

Available on the imBee platform today. Plan availability is confirmed during scoping.

Saluran

Platform WhatsAppInstagramFacebook MessengerWeChatLINETelegramSMSEmailWeb chat widget

Running the queue

Auto-assignmentRound robinTeams and shiftsTicketingBusiness hoursPriority and flagsSaved viewsSearch

Answering

AI writing assistantVoice transcriptionMessage translationTicket summariesMessage templatesQuick repliesScheduled messagesProduct catalogue and payment links

The team

Internal notes@mentionsTeam chatHandover notesCollaborator on a ticketMobile app

The customer

Contact recordCustom fieldsTags and segmentsLifecycle stagesOrder historyCRM and shop sync

Reporting

Conversation volumeFirst reply timeResolution rateBy channelBy agent and teamCSATExports

Governance

Roles and permissionsSensitive data maskingRetention rulesExport approvalAudit trailISO/IEC 27001 certified platform

Questions

Straight answers before the demo.

Which channels can I connect? +

WhatsApp Business Platform, Instagram, Facebook Messenger, WeChat, LINE, Telegram, SMS, email and the web chat widget on your own site. imBee is an Official Meta Technology Partner, so WhatsApp, Instagram and Messenger connect through the official APIs rather than an unofficial bridge.

Does a customer who switches channel become a second contact? +

A customer may have separate records across channels. Ask our team whether your account can identify or link those profiles, and what history will be available.

How does a conversation get to the right agent? +

On arrival, by rule: channel, keyword, language, business hours or round robin across a team. The ticket bar shows how long anything unassigned has been waiting, and the assignee picker shows how many open conversations each agent already has.

Can two agents work on the same conversation? +

Yes. One owns it, others can be added as collaborators, and internal notes with @mentions stay inside the thread. The customer sees one voice.

What do the AI tools actually do, and do they message customers on their own? +

They draft, transcribe, translate and summarise. None of them sends anything: the writing assistant previews a rewrite for the agent to accept, transcription and translation add text under the original, and a ticket summary is offered for review before a ticket closes.

Is there a mobile app? +

Yes, for iOS and Android, with the same assignment, notes and mentions as the desktop inbox.

How is customer data protected? +

Confirm the access, masking, retention and audit controls included in your configuration and plan. Check how they apply to conversations, exports, searches, transcripts and translations before handling sensitive data. imBee states that it is ISO/IEC 27001 certified; confirm the scope and your organization’s requirements.

Can it work with the CRM and shop we already run? +

Yes. Contacts and fields sync both ways with Shopify, Salesforce, HubSpot and others, and the API and webhooks cover anything not on the list.

Referenced on this page: Kantar for Meta: business messaging usage research, 2025 · McKinsey: the economic potential of generative AI, customer operations · Meta for Developers: WhatsApp Business Platform documentation

Explore imBee: WhatsApp Business API · Marketing Campaign & Broadcast · Chatbot & Automation · Conversational Analytics · Pricing

Make the handoff visible

One enquiry. A clear owner. A usable handover.

Follow one enquiry through assignment, an internal note and a change of shift. Check that the next person can see the facts already verified and the next update agreed with the customer.

1Assign the enquiry

2Keep the internal context

3Confirm who takes over

Original published assignment view, showing a web-chat example. It is product evidence, not a result from your team. Open original image ↗

An accountable owner

Internal notes beside the thread

An exception and backup route

Workflow evidence / preparation

Use a pilot record, not a demo impression

The retail pilot guide separates messaging access, inbox work and order decisions. Use fictional orders for the demonstration and record which integrations were actually shown.

Guide · MalaysiaPrepare the retail pilot ↗Published case · Hong KongRead the documented checkout case ↗

Bring one common enquiry, a shift change and an exception requiring approval.

Show us your handoff workflow ↗

Ready when you are

Put every channel in one inbox your team can actually run.

See the routing, the collaboration and the AI tools on your own channels.

Daftarkan diri untuk demo

Nine ways in. One place it all lands.

The imBee inbox

One inbox, five things it does before you touch a setting.

Connected channels, one shared inbox.

Assigned the moment it arrives.

The team talks beside the customer, not about them somewhere else.

Four AI tools, inside the conversation.

Writing assistant

Voice transcription

Message translation

Ticket summary

The record travels with the conversation.

Built for a team that gets audited.

The same conversation, handled differently.

Everything the team gets, in one view.

Saluran

Running the queue

Answering

The team

The customer

Reporting

Governance

Straight answers before the demo.

One enquiry. A clear owner. A usable handover.

Use a pilot record, not a demo impression

Put every channel in one inbox your team can actually run.

Explore imBee

Channels & guides

WhatsApp API Bisnis

WhatsApp for Business

Instagram for Business

WeChat & LINE for Business

AI Customer Service

WhatsApp Compliance for Financial Services

By industry

NGOs & Charities

Securities & Brokerage

Licensed Money Lenders

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