In context
Many DTC brands sell across several of Shopify, Amazon, TikTok Shop, Instagram, WhatsApp, and a B2B wholesale portal. Each channel has its own fulfillment, returns, tax, and conversation primitives. Stitching them together is the work of a multi-channel platform.
Omnichannel goes one step further: not just present everywhere, but coherent everywhere. A shopper who DMs you on Instagram, then checks out on the web, then asks a question over email should ideally have continuity where identity, consent and integrations support it. That is an operational goal, not a property every multichannel product provides.
How Zubby uses this
Zubby connects to your shopper across storefront chat, email, SMS, WhatsApp, Instagram DM, and Facebook Messenger where channel access is enabled and approved. Messaging channels require Pro, connected provider accounts and any required approvals or fees; rollout availability can vary. Zubby uses web push for outbound journeys. Conversations land in one unified inbox, and a message from a verified phone number is linked to the same shopper profile the storefront chat uses. Conversation history is kept per channel: the agent does not carry a chat from one channel into another.
Catalog and pricing arrive from your source of truth through a Shopify or WooCommerce connector, or from a custom system through the public API, into the connected Zubby workflows. This does not claim marketplace inventory synchronization or a connector for every sales channel named in the category example.