MyAlice Inbox 2.0 – Unified Omnichannel Customer Support Hub

Revamped MyAlice Inbox 2.0 to unify customer interactions from social channels WhatsApp, Facebook, email and more into a single dashboard, while integrating e-commerce tools to enable support-driven sales. Agents can now resolve queries, check order history, process refunds, and recommend products, all without switching tabs.

The Problem: taking the custom agency solution to a full-fledged SaaS product

  • Fragmented Workflows: Agents juggled multiple apps for social DMs, live chat, and store orders, slowing response times.

  • Missed Revenue Opportunities: No way to view customer purchase history or upsell during support chats.


The Solution: Inbox 2.0

Unified Omnichannel Inbox

  • All conversations in one place: Messages from WhatsApp, Facebook, email, and live chat auto-sync to a single thread.

  • Smart Routing: AI tags and prioritizes queries (e.g., "refund request" → billing team).

E-Commerce Integration

  • Order History & Actions: Agents view past purchases, lifetime value, and process updates/refunds within the chat.

Modern Agent Tools

  • Quick Replies: Templated responses for common queries (e.g., tracking links).

  • Customer 360° Profile: See order history, contact details, and past tickets at a glance.

  • One-Click Actions: Refund, cancel, or upsell without leaving the chat.

Automated Workflows

  • AI Triaging: Bots handle routine tasks (e.g., "Where’s my order?") until human needed.

  • Sentiment Alerts: Flags frustrated customers for immediate attention.

I led the end-to-end revamp:

  • Prototyped the unified inbox with collapsible social channel tabs and embedded store widgets.

  • Designed the Customer 360° Profile to display order history, LTV, and interaction logs.

  • Worked with engineers to integrate WooCommerce and Shopify/API connections for real-time order actions.

  • Ensured WhatsApp/Facebook and other social messages synced without delays.

  • Adoption Strategy:

    • Created training videos highlighting time-saving features (e.g., "How to refund in 2 clicks").

    • Position Inbox 2.0 as a "support + sales" tool.

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