Reply to every channel from one inbox
Runner keeps Discord, Telegram, website chat, a connected email inbox, WhatsApp, and Messenger and Instagram direct messages in one conversation record, with assignment, notes, escalations and an owned next action.
Built into Runner
- Discord, Telegram, your chat widget, a connected email inbox, WhatsApp, and Messenger and Instagram DMs in one record
- Replies to Messenger and Instagram inside Meta's 24-hour window, or with one of Meta's message tags after it — the composer states the rule rather than letting a send fail
- Replies to WhatsApp inside the customer's own 24-hour window — the composer states the rule, and a message that would need an approved template goes through the outreach approval path instead
- SLA tracking and next-action ownership per conversation
- Human handoff from any channel
Worth knowing
Messenger and Instagram messages arrive once your Page or account has passed Meta's messaging review and you have recorded it in Runner; until then the connection verifies each delivery and stores nothing. WhatsApp messages arrive as soon as your business number is connected and delivering, and a reply leaves the inbox while the customer's own 24-hour window is open, to a contact whose opt-in you have recorded; after that window closes WhatsApp accepts only an approved template, which Runner sends from the outreach approval path rather than from the inbox. LinkedIn is connected for lead forms and publishing only — LinkedIn offers no inbox API to a product like this, so nothing from LinkedIn messages is read or kept.
Every thread lands once, and a teammate decides who wrote it
It's Monday morning. Overnight someone asked about pricing in your Telegram group, two people asked about rate limits in a Discord channel, and a customer messaged your WhatsApp number. Runner has filed each thread as one conversation, however many messages it holds, and a delivery that arrives twice is recorded once.
What it hasn't done is guess who anyone is. A handle or a phone number can match nobody, one contact or several, so every new conversation arrives unlinked. A teammate links it to the contact or the account, and from the same table can attach it to a deal or a meeting.
A WhatsApp reply to a conversation nobody has linked is refused, with a note saying to link it first: the opt-in the reply needs is recorded against a contact, and picking one by phone number is exactly the guess the inbox declined to make.
Your team owns the conversation, the clock and the next step
Once a conversation belongs to someone, the page is built around the reply. The thread comes first, then whether you may reply right now and why not if you may not, then the box you type in. Owner, tags and what you said you'd do next sit in a rail beside it, so whoever is writing can see who has it.
Handing a conversation to someone else adds to its owner history rather than overwriting it. Escalating one takes a reason and a severity, and resolving the escalation closes it without erasing that it happened. A conversation can carry a first-response target and a resolution target, and whether either was missed is worked out from when the reply or the close actually landed.
Picture this
A four-person dev-tools startup, support out of one Discord channel and one Telegram group. The same rate-limit question arrives in both on Sunday. On Monday one founder links both conversations to the account, takes them, and sets the next step to send the limits page by Tuesday. The other founder opens the conversation, sees the owner and the due date in the rail, and moves on.
Triage suggests, and a person does the sending
Open a conversation and it gets a plain keyword pass for urgency and topic, and what that pass finds goes to a person rather than applying itself.
Ask for an AI classification and the model is held to one rule. It may raise the urgency or add a category the keywords missed, and it may never lower either. If it misses a category the keywords caught, a legal flag say, its confidence is set to zero, so the person reviewing sees both reasons at once.
A reply draft is a suggestion too. It exists only when someone asks for one, and it is text for a person to edit and send. Approving it moves the conversation along and sends nothing; discarding it writes nothing at all.
- Telegram messages arrive as their text; a sticker, poll or photo on its own is skipped rather than filed as an empty message
- A Discord or Telegram group stays a group conversation, and a WhatsApp thread is always one-to-one, so a group is never flattened into a private thread and a private thread never reads as public
Questions buyers ask
Can a shared inbox reply to WhatsApp messages?
Yes, inside the customer's own 24-hour window, to a linked contact whose opt-in you've recorded. The same rules are checked again in the database at the moment of sending. Once the window closes, the only message WhatsApp delivers is an approved template, and Runner sends that from the outreach approval path rather than the reply box.
Does the inbox match messages to contacts automatically?
No. A conversation arrives unlinked, because a handle or number can match more than one person, and a teammate links it to a contact or account. That keeps a reply, and the permission checks behind it, from landing on the wrong person.
Will an AI reply to customers on its own?
No. A draft exists only when someone asks for one, and a person edits and sends it. Approving a draft sends nothing, discarding one writes nothing, and the triage suggestions are proposals a person applies.
When do Messenger and Instagram messages start arriving?
Once your Page or account has passed Meta's messaging review and you've recorded that in Runner; before then each delivery is verified and nothing is stored. After that, the reply window only moves forward, so a late redelivery of an older message never shortens a window a newer one opened.
Can LinkedIn messages go into the shared inbox?
No. LinkedIn offers no inbox API to a product like this, so nothing from LinkedIn messages is read or kept. LinkedIn is connected for lead forms and publishing.
Use what already works
Connect the channel accounts your team already runs. Runner gathers the supported messages into one record while the native channel tools remain available for work that stays outside this inbox.
How teams often buy this job
Usually bought as Front or Chatwoot.
FrontChatwoot
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