Omnichannel Inbox

The Omnichannel Inbox provides a unified view of all advisor-client communications across email, WhatsApp, Microsoft Teams, and RingCentral.

Three-Panel Layout

Supported Channels

Channel	Integration	Real-time	Notes
Email	Microsoft Graph API	Polling (WebSocket planned)	Thread view, HTML rendering
WhatsApp	Meta Direct API	WebSocket	Chat bubbles, media support
Microsoft Teams	Graph API	WebSocket	Channel and DM support
RingCentral	RingCentral SDK	WebSocket	Phone, SMS, dialer

Channel Normalization

All messages normalize to a common schema:

interface Message {
  id: string;
  channel: 'email' | 'whatsapp' | 'teams' | 'ringcentral';
  direction: 'inbound' | 'outbound';
  contact: Contact;
  content: string;
  timestamp: Date;
  status: 'sent' | 'delivered' | 'read' | 'failed';
  metadata: Record<string, any>;
}

Dialer Component

The RingCentral integration includes a dialer with:

• Call history with duration and status
• Call simulation (idle, dialing, connected, ended)
• Mute and speaker controls
• Post-call note prompt
• Contact lookup from Salesforce

Badge Counts

Each channel displays unread message counts in the sidebar. Counts update in real-time when WebSocket connections are available, or via polling as a fallback.

Message Rendering

Channel-specific rendering preserves the native feel:

• Email: Thread view with quoted text, HTML rendering, attachments
• WhatsApp: Chat bubbles with channel colors, media previews
• Teams: Channel-style messages with reactions
• RingCentral: Call logs with duration, SMS thread view

Future: Real-time Updates

Current implementation uses polling. Planned migration to WebSocket for true real-time message arrival. The Channel Router will push normalized messages to the console via WebSocket connections.