What are the channels in Inquiries?

Customers can reach Sophiie by phone, SMS, email, chatbot or web form, and every enquiry lands in one place. Open Inquiries from the menu on the left. Each row is one enquiry, with the icon of the channel it came in on. Texts are the exception. They’re merged into one conversation per customer. Open a customer, and their conversation has a tab for each channel. Call, Text, Email, Chat and Form. A number on a tab is the unread count for that channel. It’s not how many times they’ve been in touch. Click another tab to switch channel. A channel you haven’t set up shows a set-up prompt, instead of an empty list. To see one channel at a time, click Filters. Pick a channel here. Voicemails are stored as calls, so they come under Call. Sent is a separate list. It holds only the texts and emails you’ve sent. Each channel is switched on in Settings. Click the cog, next to Inquiries. Phone, SMS, Email and Web each have a tile. Click one to open that channel’s page, where you switch it on and set it up.