Choosing your Channel
All messages from the different channels will show in the Watermelon Inbox. This makes it very easy to manage all incoming conversations. When choosing your channel, it’s good to check how are your current contact moments coming in in the current situation.- Do you get a lot of emails with questions about content from your site? Add a Chat Widget and you’ll stop those easy questions coming in.
- Do you get a lot of phone calls? Connect your Agent to WhatsApp.
- Does the majority of your questions come in via Social Media? Use the Facebook and Instagram channel.
| Channel | Use case | Goal |
|---|---|---|
| Chat Widget | For direct, instant communication with customers who are already active on your platform, website or app. | Offer support right where customers need help. Also great to generate leads. |
| For customers who prefer mobile communication or have longer, ongoing conversations | Provide fast, informal support through a familiar channel. | |
| Facebook Messenger | To handle incoming messages and inquiries from Facebook users. | Engage with leads and offer accessible support directly through social media |
| Instagram DM | To reply to private messages and questions from Instagram followers. | Engage with leads and offer accessible support directly through social media |
| Custom Channel | Used to connect channels with our Webhook connection. | Centralize all messages within Watermelon for a smooth and unified workflow. |