What it means to have your channels connected in one place — and how Biky is your omnichannel solution

October 24, 2025
IA Salesperson

In a world where your customers jump from WhatsApp to Instagram DM, from the website to live chat, keeping a smooth experience is key.

Having your channels divided creates friction: scattered data, duplicated conversations, clients who “hang up” in the middle of the funnel. On the contrary, when your channels are connected in one place, you gain visibility, speed, consistency, and scalability.

Why does “having the channels connected in one place” matter?

Fragmentation as the enemy of conversion

When customers start a conversation on one channel (for example WhatsApp) and then switch to another (Instagram DM, web chat, etc.) without the company having a unified view, several problems occur:

Speed and consistency are now a standard

Customer expectations rise: response speed, accuracy, personalization.
With Biky, the AI salesperson that has a suite specialized in sales by chat, its users achieve responses in ≈ 1 second from the start of the conversation.
When your channels are well connected, you can respond faster, on the channel where the customer is, and with context. Lack of centralization creates delay, errors, and disconnection, which can raise CAC (Customer Acquisition Cost) or simply lose opportunities.

Sustainable scalability

Adding more channels (WhatsApp, Instagram, Web Chat, Messenger, etc.) without central integration creates overload: multiple panels, multiple tools, more cost and more complexity.
But when you have a platform that unites channels in one place, you can scale without chaos: add channels, automations, funnels, without multiplying operational friction.

Better data + better decisions

When all channels are connected, the company sees a single view of the customer, their history, their preferred channel, their multichannel behavior. This enables: more accurate segmentation, more personalized messages, deeper analysis.

Biky has a module called CDP (Customer Data Platform), with it, it feeds all your channels and conversations; your commercial operation becomes predictive, not just reactive.

How Biky works as an omnichannel solution

Let’s look at Biky’s functional architecture, the key components, and how they combine to centralize channels in one place.

1) Smart Chat – centralization of conversations

The first step is that all conversations enter a single panel: WhatsApp, Instagram DM, Facebook Messenger, Web Chat.
This is possible thanks to Biky Smart Chat, which means your team doesn’t manage five platforms; it manages a single interface where messages are concentrated.

2) CDP – gathered data

All those conversations feed the CDP, where contact data, history, preferences, language, channel, context are unified.
With this, each message is not an isolated event, but part of the customer’s story.

3) Funnels – integrated multichannel funnels

Once channels and data are centralized, with Biky’s intelligent funnels, the customer can start via WhatsApp, then receive email, then web chat, without losing continuity.
Funnels are no longer linear but dynamic loops. This requires the platform to control which channel comes next, which message, which follow-up.

4) Flows – no-code automation

Biky allows process automation. For example, if the customer doesn’t respond in 24 h on WhatsApp → it is retried via Instagram DM → a reminder is sent by email → it is assigned to the human.
This logic is configured with “Bikt Flows,” a module for non-programmers that allows automating actions across multiple channels to maintain control without fragmenting the operation.

5) Metrics – visibility of what is happening

With all channels united and automations active, Biky offers detailed real-time metrics for informed decision-making.
This gives visibility into which channel is working, which responds better, which funnel converts more, etc., allowing you to optimize with real data.

6) Integration with your stack (CRM, eCommerce, etc.)

Although channels are centralized in Biky, you can integrate it with other systems: e-commerce (Shopify, VTEX, WooCommerce), CRM (HubSpot, Salesforce, Zoho), etc.
This means your omnichannel solution does not replace everything, but complements it.

Concrete benefits of a well omnichannel platform with an AI seller

1. Increase in qualified leads

Biky obtains +80% qualified leads versus traditional agents. This is because channels are connected, data is collected from the start, and automation qualifies quickly.

2. Higher conversion rate

3× more conversions in inbound and outbound campaigns. This is because the customer experience improves (less friction) and service is 24/7 across multiple channels.

3. Reduction of CAC

You can have a reduction of more than 30% in CAC (Customer Acquisition Cost) thanks to efficiency and automation. This shows that connecting channels + data + automation has a direct economic impact.

4. Automatic activity logging

An IZ seller guarantees 100% logging of activity in the CRM, even without human intervention. This means your systems are fed without depending on the team manually entering data, reducing errors, duplicates, and delays.

5. 24/7 coverage on all channels

Biky doesn’t sleep, doesn’t improvise, and never lets a lead escape. An Ia seller gives you 24/7 coverage on all channels and increases opportunities, especially when customers expect an immediate response.

Step-by-step implementation: how to connect your channels with Biky

For all of the above to stop being theory and become action, here is a route to implement this omnichannel solution.

Step 1: Audit of channels and touchpoints

Step 2: Define the central platform

Decide that Biky will be the “central channel platform”: all messages will flow there, data will be centralized, funnels will be linked, and systems will be integrated.

Step 3: Channel integration to Biky

Connect each channel to Biky’s “Smart Chat”:

Step 4: Configure CDP and master data

Use the CDP module to unify data: contact, channel, language, history, lead source page, product of interest.

Step 5: Create omnichannel Funnels

Design funnels that cross channels. For example:

Step 6: Automate chat flows

Define automatic rules:

Step 7: Synchronization with your CRM

Decide whether you will use Biky’s CRM or integrate your own tool. Configure webhooks/APIs so that every interaction is recorded in the CRM.
This ensures that data flows from Biky to your CRM and vice versa.

Step 8: Monitoring and continuous improvement

Activate Biky’s Metrics module to see: response times by channel, channels that convert better, funnels that get stuck, volume by channel, etc.
Adjust channels, messages, flows according to results.

Having your channels connected in one place is no longer an optional advantage: it is a commercial necessity. Because today your customers jump from one channel to another, expect immediate service, and converse from the channel that suits them.
If you are operating with multiple disconnected tools, you are leaving value, leads, and sales in the air.

Biky appears as the solution that allows you to build that real omnichannel experience: a platform that centralizes WhatsApp, Instagram, Web Chat, and Facebook; that unifies data in a CDP; that manages multichannel funnels; that automates flows; that integrates with your CRM or acts as a CRM; that delivers metrics that matter; and that does it with proven results.

Hire Biky or another of our AI sellers.