# Omnichannel Communication

> Omnichannel communication brings channels such as WhatsApp, web chat, social media, SMS and email into one shared inbox and a single customer profile.

The goal of omnichannel communication is that a customer's conversation keeps its context whichever channel they use to reach a business. A classic multichannel setup also has several channels, but each is handled by its own team, screen and records. In an omnichannel setup, conversation history, customer data and context travel across channels. When a request that began on Instagram continues on WhatsApp, the agent sees the earlier messages on the same screen.

A typical platform has a shared inbox that collects every channel. Rules route and assign conversations automatically by language, topic or customer segment. Response times and SLAs are tracked, and canned replies are available. Integrations with CRM, e-commerce and booking systems and reporting are part of the platform too. AI-powered assistants can answer frequently asked questions, summarise conversations, classify customer intent and suggest replies to agents.

Each channel has its own rules. On the WhatsApp Business Platform, for example, a business can reply freely within a 24-hour customer service window that opens with the customer's last message. Outside that window, or when the business starts the conversation, templates approved by Meta must be used. To stop AI assistants from giving wrong information, their answers should be grounded in a verified knowledge base, and handing over to a human agent should always be easy.

In Türkiye, commercial electronic messages sent by SMS, phone call or email require the recipient's prior consent under Law No. 6563, and those consents are managed through the Message Management System (İYS). Names, phone numbers and request details shared in conversations are personal data, so KVKK rules on privacy notices, retention periods and cross-border transfers should also inform the choice of platform.

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Canonical: https://internetten.com.tr/en/glossary/omnichannel-communication