Live Chat & Inbox is live chat software that unifies website chat, email, and SMS into a single shared inbox, with every conversation automatically tied to the right CRM contact. As shared inbox software and an omnichannel inbox, it lets your team reply from one place with full customer context, so nothing falls through the cracks across channels. Built as a customer messaging platform, it becomes a unified inbox software layer that joins conversations up rather than scattering them. As team inbox software your whole support crew can work from together, it makes multi-channel communication feel effortless and joined-up.
Support app · Omnie AI
Naiad: Live Chat & Inbox
Live chat software that brings website chat, email, and SMS into one shared inbox, with every conversation tied to its CRM contact.
AI at work Unified triage, draft replies and channel-appropriate tone
Ready to subscribe? Click hereGDPRDPA 2018SOC 2FERPAWCAG 2.2
4+
Connected tools
6
Industries served
What it does
Naiad: Live Chat & Inbox, explained.
Key features
- Combine chat, email, and SMS in one shared inbox.
- Tie every conversation to its CRM contact.
- Give agents full context on every customer.
- Respond faster across all channels from one place.
- Ensure no message is missed or duplicated.
AI at work
AI at work in Naiad: Live Chat & Inbox.
The moments where the AI does the work your team used to do by hand.
Unified triage
AI reads incoming messages across channels and prioritises and routes them, replacing a manual inbox-sorting task.
Draft replies
AI drafts a suggested reply pulling in CRM context, replacing an agent's blank-page start.
Channel-appropriate tone
AI adapts drafted responses to the tone of each channel (chat vs. SMS vs. email), a judgement call an agent made manually.
More on Naiad: Live Chat & Inbox
Live chat software in one shared inbox
Live Chat & Inbox is live chat software that ends the tab-switching. Website chat, email, and SMS arrive in one place, and every conversation is tied to its CRM contact, so agents reply with the full history in front of them.
As shared inbox software and an omnichannel inbox, it stops messages slipping between channels. A question that starts on chat and continues by email stays one thread, not three disconnected fragments across three tools.
Built as a customer messaging platform and unified inbox software, it lets the whole team work together. This team inbox software makes multi-channel support feel calm and coordinated, with nobody wondering who is replying to whom.
See it in action
Watch Naiad: Live Chat & Inbox in 90 seconds.
A quick walkthrough of how Naiad: Live Chat & Inbox works and how teams use it day to day.
Naiad: Live Chat & Inbox, product tour
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Connects with your tools
Works with the systems you already use.
Naiad: Live Chat & Inbox connects to Bitrix24, Gmail, Slack, Twilio out of the box, and through Omnie AI it works with the CRM, project, finance, document, communication and marketing tools below.
CRM
Projects
Finance
Documents
Communication
Marketing
Compliance & standards
Built to meet the standards your sector expects.
Naiad: Live Chat & Inbox is built on the Omnie AI platform, so the security, data-protection and accessibility standards below are handled as standard, here’s what each one covers.
UK GDPR & EU GDPR
How personal data is handled. A data-protection lead, mapped personal data (ROPA), clear privacy notices, Data Processing Agreements with vendors, and defined subject-access (DSAR) and breach procedures.
Data Protection Act 2018 (UK)
The UK’s implementation of GDPR. ICO registration and data-protection fee, UK GDPR controls applied across the app, and records of processing activities kept up to date.
SOC 2 (Type II)
Independent assurance over security, availability and confidentiality. Controls are operated over a 3–12 month window and audited by an independent CPA firm, who issue the SOC 2 Type II report.
FERPA (US)
Protection of US student education records. Operating under a “school official” designation, restricted access to records, parental/eligible-student consent, and data-handling agreements with the institution.
WCAG 2.2 AA / Accessibility
Accessibility for all users. The site and app are audited against WCAG 2.2 AA, aligned with the Equality Act, ADA and EN 301 549, issues are remediated, and testing is carried out on an ongoing basis.
Built on Omnie AI
Four things every app gets as standard.
Customised to Fit
We build your applications to suit your individual requirements. We connect them to the tools you already use, then support you to develop and improve your applications.
AI Built-in
All apps have AI built in that makes your business run better, streamlining your processes, freeing up your team and helping you deliver a better experience to every customer.
Secure & Compliant
Your apps run on secure, managed infrastructure. Your data and your customers’ data stay protected, and all apps are compliant with recognised industry standards.
Dedicated Support
Your Customer Success Manager learns your business to understand your needs and is available by phone or messenger to answer questions and provide advice.
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Businesses we work with
Trusted by teams around the world.
Build Naiad: Live Chat & Inbox for your business.
Start from this template and customise it to your exact needs with Omnie AI, hosted, secured and supported by our team.
FAQs
Naiad: Live Chat & Inbox, common questions.
What does Naiad: Live Chat & Inbox connect to? +
Naiad: Live Chat & Inbox works with Bitrix24, Gmail, Slack, Twilio, and through Omnie AI it can connect to other CRM, project management, finance, document and communication tools you use.
Can we customise Naiad: Live Chat & Inbox to how we work? +
Yes. Naiad: Live Chat & Inbox is a starting template, with the Vibe Code feature in Omnie AI you can change the fields, logic, integrations and design to fit your exact process, with our team on hand whenever you need them.
Is our data secure? +
Security is built into the Omnie AI architecture from the ground up, so your data and your customers’ data are protected by a structured, proven approach rather than the gaps self-built apps leave behind.
Do you host and maintain Naiad: Live Chat & Inbox? +
Yes. We host your app on secure, managed infrastructure with a staging environment and continuous backups, so it stays fast, available and protected with nothing for you to manage.
What support do we get? +
Our team of experienced developers is on hand throughout. If you hit problems building, or your app ever causes issues, we can step in to diagnose and fix them for you.
Which industries is Naiad: Live Chat & Inbox for? +
Naiad: Live Chat & Inbox is used by teams across Education, Financial Services, Hospitality, Professional Services, Retail & E-commerce and Technology & SaaS, and adapts to the way your business works.