Glossary
Omnichannel Messaging
Managing customer conversations from multiple channels (Instagram, WhatsApp, etc.) in one unified inbox.
Full definition
Omnichannel messaging is different from multichannel: omnichannel unifies all channels into one experience, so a customer who messages on Instagram and later on WhatsApp is recognized as the same person, with shared conversation history. Fiko links customer identities across Instagram, WhatsApp, Telegram, and Website Chat into a single profile.
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