About the project

A web messenger for business that gathers conversations from different channels into one window. In the dialog list, next to each chat you can see where it came from — Telegram, Instagram, WhatsApp or VK — as well as the account through which the conversation is held. To handle common questions, the messenger has saved replies and automatic messages.

The challenge

Companies that talk to customers in several messengers lose time switching between apps and typing the same replies over and over. We needed to design a single interface where all dialogs are gathered in one feed, are easy to sort, and frequent replies are sent in a couple of taps.

A unified dialog list

The interface follows a familiar layout: a narrow sidebar with "Chat", "Company" and "Settings" sections, a dialog list and a conversation window. Dialogs are sorted into folders — "All chats", "Work", "Friends", "Colleagues", "Not important" — with counters. Each chat has a colored folder tag, source and account badges, pinned and muted indicators, and read status. The header of an open dialog also shows the channel through which the conversation is taking place.

The create button opens a menu with the main actions: create a folder, a saved reply, an "Away" message and a greeting message. This way, all automation settings are available right from the feed, without going to a separate section.

Saved replies

There is a separate section for replies to frequent questions. Each saved reply consists of a short label or key combination and the text itself — for example, a greeting on behalf of the company. Replies are created with one button and removed from the list, and the section's empty state explains why this feature is needed.

In the conversation itself, next to the input field, there is a "Your replies" button. When the user starts typing, a list of matching saved replies with numbers appears above the field, and the right one is selected without copying text.

Result

We designed a messenger in which an operator sees all requests from different channels in one feed, sorts them into folders and answers common questions with ready-made templates. Greeting messages and "Away" replies are set up from the same interface, so a customer is never left without an answer, even when an employee is busy.