A shared queue
Give the team one place to see supported conversations and assign responsibility.
Unified Inbox
Meet people on their channel. Work from one queue.
Unified Inbox connects supported WhatsApp Business, Facebook Messenger, and LINE accounts to a shared City of Hats staff workflow. Customers can stay on the channel they already use while staff reduce tab switching and fragmented ownership.
Best fitTeams receiving service requests across supported social channels
Typical accessCustomer’s messenger; staff’s City of Hats workspace
Important boundaryExternal channels are not converted into end-to-end encrypted Hat traffic
What this solution does
One operational view, without pretending the networks are the same
Unified Inbox can normalize supported inbound conversations into a team queue and send replies through the connected provider. It does not remove the provider from the path: WhatsApp, Meta, and LINE continue to apply their own APIs, account rules, security model, metadata practices, availability, and retention.
Customers keep their familiar channel
Avoid forcing every initial inquiry into a new app or account before the team can respond.
A visible security boundary
Make it clear when a conversation is on an external provider and when a participant moves to a protected Hat workflow.
Core workflows
Connect, route, respond, and escalate
Provider eligibility, API capabilities, message types, templates, conversation windows, and geographic availability can change and must be confirmed during onboarding.
WhatsApp Business
Connect an eligible business messaging setup and route supported conversations into the staff workflow.
Facebook Messenger
Bring supported Page conversations into the same operational queue.
LINE Official Account
Handle supported LINE conversations alongside other connected channels.
Assignment and status
Give a staff member ownership and track the next action within the configured workflow.
Approved response patterns
Use provider-compatible responses and templates where the connected network requires them.
Secure escalation
When the content becomes sensitive, invite the participant into an appropriate Hat channel instead of overstating external-channel protection.
How it works
A simple path from public channel to protected workflow
The hand-off point should be intentional, visible to staff, and understandable to the person contacting the organization.
Connect approved business accounts
Confirm ownership, provider eligibility, API access, data terms, and the message types the organization plans to handle.
Route and respond
Incoming conversations enter the configured queue, where staff assign and answer them through the provider integration.
Escalate sensitive work
Move confidential documents or conversations to an approved secure channel when the external network is no longer appropriate.
Security and privacy
The honest encryption answer
An integration cannot retroactively make an external messenger end-to-end encrypted under the City of Hats model. The right design keeps the boundary explicit and provides a safer escalation path.
Provider remains in the path
The external network transports the customer side of the conversation and may process content and metadata under its own terms.
Hat channels are a separate mode
City of Hats end-to-end encryption applies to supported Hat-to-Hat communication, not automatically to bridged provider messages.
Staff access still matters
The organization must control who can access the shared queue and how staff authenticate, export, copy, or retain information.
Consent and channel rules
The customer is responsible for provider policies, messaging consent, templates, opt-outs, retention, and applicable communication laws.
Scope clarity
Important boundary
A strong fit when
You already receive legitimate service inquiries through supported business messaging channels and need clearer team ownership and escalation.
What it does not replace
It is not a way to bypass provider rules, preserve end-to-end encryption across bridged networks, import every historical message, or support every feature of each native app.
Confirm before deployment
Confirm provider account eligibility, regions, message types, templates, webhooks, media handling, retention, deletion, exports, staff permissions, and the secure-escalation policy.
Straight answers
Questions teams ask before a demo
Product scope reviewed: 10 August 2026
Which channels are supported?
The solution is designed around supported WhatsApp Business, Facebook Messenger, and LINE Official Account integrations. Exact provider availability and feature coverage must be confirmed for the account, country, and use case.
Are bridged messages end-to-end encrypted by City of Hats?
No. Messages traveling through an external provider remain subject to that provider’s security and data handling. City of Hats end-to-end encryption applies when participants communicate through the supported Hat-to-Hat model.
Can customers continue using their existing app?
Yes for supported connected conversations. The customer sends and receives through their usual provider, while authorized staff work from the configured City of Hats queue.
Can we move a conversation into a secure Hat channel?
A workflow can invite a participant to continue through an appropriate City of Hats experience when more sensitive communication or document exchange begins.
Does City of Hats control provider pricing and limits?
No. Provider fees, templates, conversation windows, rate limits, approvals, outages, and policy changes remain controlled by WhatsApp or Meta, Facebook, and LINE.
Explore the platform
Build the complete workflow
Unify the queue—and define the hand-off.
Tell us which business accounts you operate, where your customers are located, and when conversations should move to a protected workflow.