41 lines
1.3 KiB
Markdown
41 lines
1.3 KiB
Markdown
---
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title: "Unified Inbox"
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type: concept
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tags: []
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sources: []
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---
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# Unified Inbox
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## Definition
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将多个通信渠道的客户消息整合至单一平台进行统一管理和回复的架构模式。
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## Core Properties
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- **多渠道汇聚**：WhatsApp / Instagram DMs / Email / Google Reviews 等不同渠道的消息统一进入同一个收件箱
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- **去重与合并**：同一客户跨渠道的消息能够关联识别
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- **统一状态管理**：所有消息共享同一个处理状态（待处理 / 处理中 / 已解决 / 已升级）
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- **AI 增强层**：在收件箱之上叠加 AI 自动分类、回复建议和意图识别
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## Architecture
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```
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[WhatsApp] ─┐
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[Instagram] ─┼──→ [Unified Inbox] ──→ [AI Auto-Response]
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[Gmail] ─┤ │
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[Reviews] ─┘ ├──→ [Human Handoff] ──→ [Agent Queue]
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│
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└──→ [Knowledge Base Lookup]
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```
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## Related Concepts
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- [[Intent-Classification]]：在统一收件箱内对每条消息进行意图识别
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- [[Human-Handoff]]：AI 无法处理时转交人工
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- [[Multi-Channel-Integration]]：统一收件箱的底层多渠道接入能力
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## Sources
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- [[multi-channel-customer-service]]
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