channels
Omnichannel customer support
in one shared inbox.
Seven customer channels, one inbox. Website chat, in-app messaging, email, SMS, WhatsApp, Facebook Messenger, and Instagram DMs all land in the same place, and every reply goes back out on the channel the customer used. Your team can even work it all from Slack.
Channels are included on the Business plan. Slack is available on Pro and up.
Order 1042 arrived damaged
1mInvoice for May, please
8mHow do I reset my password?
12mDo you ship to Canada?
20mOne AI agent answers all four. Replies land back on each channel.
channel aware
One answer, shaped for every channel
The agent knows where it is talking. SMS replies stay short, WhatsApp gets native formatting, email reads like email. Same knowledge base, same rules, tuned automatically per channel.
- SMS kept concise for the medium
- WhatsApp bold and italics used natively
- Template messages to reopen WhatsApp windows
SMS · kept short
Refunds take 3-5 business days to your original payment method. Track it in Billing → History.
WhatsApp · native formatting
Refunds take 3-5 business days. They return to your original payment method, and you can track the status under Billing → History. Want me to check yours?
Same knowledge, tuned per channel automatically
the team side
Reply from the dashboard, or from Slack
Your team answers from one inbox and the reply is delivered back on the customer's channel: their phone, their email, their DMs. Escalations also open a two-way Slack thread so nobody has to watch another tab.
- Outbound routing to the original channel, automatically
- Two-way Slack threads on Pro and up
- Channel readiness matrix shows what is connected
#support-escalations
HelpYap Customer needs a refund past 30 days, opening a thread.
Maya On it, replying now.
Maya's reply appears in the customer's widget instantly.
What channels does HelpYap support?
HelpYap connects 7 customer channels: the website chat widget, in-app messaging, email, SMS via Twilio, WhatsApp via the Cloud API, Facebook Messenger, and Instagram DMs. Every conversation lands in the same inbox regardless of where it started.
On the team side there is an eighth surface: a two-way Slack integration, so agents can handle escalations without leaving Slack.
How does email support work?
Each project gets a support address in the form support-your-slug@ your inbound domain. Customers email it like any support address, the message becomes a conversation in your inbox, and the AI or your team replies from the dashboard.
Outbound replies are sent as clean plain-text email, with formatting stripped so artifacts never reach the customer. The customer just replies to continue the thread.
How does SMS support work?
You connect your Twilio account and phone number, and inbound texts become conversations in the shared inbox. The AI answers first, and your team can take over any thread from the dashboard.
Replies are formatted for the medium: the AI is instructed to keep SMS answers under 160 characters where possible, with no markdown and no unnecessary links.
How does WhatsApp support work?
HelpYap connects to WhatsApp through Meta's official Cloud API, with support for template messages. Inbound WhatsApp messages join the same inbox as everything else.
Replies are converted to WhatsApp's native formatting automatically: markdown bold becomes WhatsApp bold, italics become italics, and headers become bold lines, so answers read naturally in the app.
How do Facebook Messenger and Instagram DMs work?
You connect your Facebook Page, and Messenger conversations flow into the inbox. The same connection covers Instagram: DMs to your linked Instagram account arrive as conversations too.
Replies are delivered back as plain text suited to each app, with complex markdown stripped before sending.
Do all channels really share one inbox?
Yes. There is one conversation list with the channel shown on every thread, one set of routing rules, and one reply box. When an agent replies from the dashboard, HelpYap delivers the message on whatever channel the customer used, formatted for that channel.
Channel routing rules can send specific channels to specific team inboxes, and a channel readiness matrix in settings shows at a glance which channels are configured, enabled, and receiving.
- One inbox across all 7 channels
- Channel-aware reply formatting per medium
- Reply from the dashboard, delivered on the customer's channel
- Channel routing rules to team inboxes
- Readiness matrix showing each channel's setup status
How does the Slack integration work for support teams?
Escalations post into your Slack channel, and the integration is two-way: an agent's reply in the Slack thread goes straight back to the customer, and new customer messages appear in the thread in real time.
Install is a standard OAuth flow, events are signature-verified, and AI actions can require interactive Approve and Reject buttons in Slack before they run. Slack is available on Pro and up.
faq
Common questions
Which channels does HelpYap support?
Seven customer channels: website chat widget, in-app messaging, email, SMS via Twilio, WhatsApp via the Cloud API, Facebook Messenger, and Instagram DMs. Teams can also work conversations through a two-way Slack integration.
Do I need a separate tool per channel?
No. All channels share one inbox, one set of routing rules, and one reply box. Replying from the dashboard delivers the message on whatever channel the customer used.
How are replies formatted for each channel?
Automatically. SMS replies are kept short and plain, aiming for under 160 characters. WhatsApp replies use WhatsApp's native bold and italic formatting. Email, Messenger, and Instagram get clean plain text with markdown stripped.
How does email support work in HelpYap?
Each project gets a support-your-slug@ address. Inbound email becomes a conversation in the shared inbox, the AI or your team replies from the dashboard, and the answer is delivered as a clean plain-text email.
Which plan do I need for omnichannel support?
The website widget and in-app messaging are on every plan. Slack is available on Pro and up. Email, SMS, WhatsApp, Messenger, and Instagram channels are included on the Business plan.
Try it on your own docs
Every plan starts with a 7-day free trial. No credit card required.