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Choosing chat inbox software: 8 checks (2026)

Updated By the Easyrobin team

A laptop showing chats from many channels on one screen

When a shop has several LINE OA accounts, a website chat and a team answering, opening each app one by one makes replies slow, doubled or forgotten. Chat inbox software brings every chat into one place, but products differ. This article lists 8 things to check before you choose.

What is chat inbox software

Chat inbox software pulls messages from several channels and accounts into one inbox. The team answers customers from the same screen, sees who is handling which chat and sees each customer's history.

8 checks before choosing chat inbox software

  1. Channels that work today: ask which channels are live and which still wait for the platform's approval
  2. Can it bring several LINE OA accounts together, and send pictures, videos and files
  3. Can it share work across the team: to the customer's own owner, in turn, and only to people who are online
  4. Is there a chatbot for common questions that hands over to a person when it cannot answer
  5. Is there one customer list with tags and history, so the team knows what a customer talked about and bought
  6. Can you open orders and check slips in the chat, or do you switch to another program
  7. Can you broadcast on LINE OA, and see the message quota it will use before sending
  8. Can you try it first, and are the prices of every plan shown clearly

How Easyrobin's chat inbox answers each check

  • Live channels are LINE OA and website chat; Facebook Messenger and Instagram follow once the platform approves
  • Several LINE OA accounts in one inbox, with text, stickers, pictures, videos and voice messages; other files go as a link card
  • Chats go to the customer's owner first, then to the team, in turn or to whoever has the fewest chats, and only to people online or within business hours if you want
  • The chatbot answers by keyword, with a welcome message and a main menu; when it cannot answer, the chat goes to the team
  • One customer list across channels, with tags, notes and a timeline for each customer
  • Open orders from the customer panel beside the chat, and check slips by their QR code with the bank in the same chat
  • Broadcast to LINE OA friends by group or tag, and see recipients and the quota it will use before sending
  • Try it free for 14 days with no credit card, and see every plan's price on the pricing page

Replying in the LINE OA app versus chat inbox software

The LINE Official Account app already has a chat to answer customers. A shop with one account and one person replying may need nothing more, but the free LINE OA plan has chat limits worth knowing first.

  • Chat history is kept for 6 months; keeping it for 5 years and downloading it needs the OA chat package.
  • Up to 5 tags can be created, with 1 tag per chat room; the OA chat package allows 300 tags and 30 per room.
  • 1 note per chat room; the OA chat package allows 1,000 notes per room.

Chat inbox software fits a shop that has any of these:

  • More than one LINE OA account, or website chat as well, and one screen to answer from.
  • Several people replying, who need clear ownership of each chat so no one answers twice.
  • Orders and slip checks during the chat, without switching to another program.
  • Tags and customer history to pick groups for broadcasts.

Source: LINE Official Account help centre, chat section (Thai): chat history retention, tags and notes (checked 26 October 2026)

Getting results from chat inbox software

  1. Connect every account the shop uses to talk to customers on day one
  2. Set up teams and routing rules so every chat has an owner
  3. Set chatbot answers for the questions customers ask most
  4. Tag customers while you chat, to use the groups when you broadcast

Good chat inbox software does more than collect messages: it helps the team answer on time and keep selling in the same chat. See the details on Easyrobin's chat inbox, and read how to bring several LINE OA accounts together in How to manage several LINE OA accounts in one inbox.

Common questions about chat inbox software

Is a chat inbox system the same as chat inbox software?

Yes. Some call it a chat inbox system, others chat inbox software or a unified inbox; all mean one place that collects messages from many channels.

What is an inbox?

An inbox is where incoming messages land. In customer service, an inbox or unified inbox is the screen where the team sees chats from every channel in one place, which ones still need a reply, and who is handling each one.

Can chat inbox software bring several LINE OA accounts together?

Yes. Easyrobin brings several LINE OA accounts into one chat inbox, so the team answers the customers of every account from one screen.

Can it bring in Facebook and Instagram chats?

Easyrobin works with LINE OA and website chat today; Facebook Messenger and Instagram are coming soon.

How much does chat inbox software cost?

Prices differ between programs. Before choosing, check whether the price covers the number of users, the accounts you can connect and the features you need. Easyrobin shows every plan's price on the pricing page, and you can try it free with no credit card.

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