Unify supported channels
Website chat plus supported Facebook and Instagram messaging are represented as conversations in the same HawkChat data model.
Omnichannel conversations
One conversation workflow for website chat, Facebook and Instagram.
HawkChat brings supported website, Facebook and Instagram conversations into the same conversation system while retaining the channel and connected-site context. Teams can work from one operational view instead of treating each inbox as a separate customer history.
Website chatFacebook MessengerInstagram messagingShared conversation system
HawkChat serviceOmnichannel Messaging Platform
Can my team handle website, Facebook and Instagram conversations without checking three separate inboxes?
How HawkChat handles it
That is the purpose of HawkChat’s current omnichannel conversation model: supported website, Facebook and Instagram threads are stored in the same conversation system with their channel identity intact.
What it does
Omnichannel Messaging Platform inside the HawkChat workflow.
See how this capability fits naturally into the wider HawkChat conversation workflow.
Preserve channel identity
Social conversations retain their Facebook or Instagram channel information so teams know where the customer is messaging from.
Keep the site relationship
Social connections can be linked to the relevant HawkChat site, helping teams keep client and website context aligned.
Use one team workflow
Status, assignment and conversation review happen inside HawkChat rather than requiring a different working process for each supported channel.
How it works
A practical path from first message to follow-up.
From the visitor's first question to the team's next action, each step keeps the useful context connected.
01
Connect website and social accounts
Add the site, Facebook Page and/or Instagram account that belong together.
02
Receive conversations
Website and supported social messages enter the HawkChat conversation system.
03
Route through one workflow
The team reviews channel, context, status and ownership from the same application.
04
Continue on the right channel
Replies are sent through the appropriate supported channel while HawkChat keeps the conversation record.
Designed around verified context
Automation should help the conversation, not create a new accuracy problem.
HawkChat’s product direction is to keep AI within the connected business context and preserve a route back to the team when information is missing or a person needs to act.
1
Know the channel
Keep the website, Facebook or Instagram source attached to the conversation.
2
Use the business context
Ground answers in supplied site and approved business information.
3
Escalate uncertainty
When the information is not verified, keep the conversation ready for human confirmation.
FAQ
Omnichannel Messaging Platform questions
Answers based on the current HawkChat product flow and the connected-platform requirements that apply.
The supplied application supports website chat plus Facebook and Instagram conversations when the required connections and platform permissions are configured.
The supplied application code does not show a production WhatsApp messaging implementation, so this page does not present WhatsApp as a currently supported channel.
Yes. The conversation model stores the channel so Facebook and Instagram threads remain identifiable inside HawkChat.
The HawkSocial interface includes AI auto-reply controls for supported connected social messaging accounts.
Use Omnichannel Messaging Platform with HawkChat
Bring the next customer conversation into one clearer workflow.
Plans start at AED 149/mo on annual billing or AED 249/mo on monthly billing.