Business Problem & Solution

Guests reach support across email, chat, social, phone, and web, and an agent shouldn't need five tools to keep up. The Multi-Channel Support Inbox is the unified omnichannel desk: every channel becomes one threaded conversation with assignment, SLA timers, and a status workflow — and it's where escalations from email triage (#03), the concierge assistant (#02), and guest–host messaging (#38) land as tickets.

It proves the cluster shares one conversation model: this inbox owns the `ticket` / `conversation` / `message` entities that #03 and #38 escalate into, so a route-to-ticket in email becomes an inbox item here with its source recorded. It simplifies the externals and labels them — channels are simulated (no real email/chat/social connectors), the AI draft is deterministic, and SLA timers run off synthetic due-times. Representative figures only.