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Sabin Mainali

Chatonics - one inbox for every customer conversation

Chatonics is an AI-assisted omnichannel messaging platform I built so small teams can answer every channel from one shared inbox.

Outcome at a glance

Chatonics is live at chatonics.com with a free plan, a shared inbox for customer messaging channels, and an AI agent that answers from the team's own knowledge base.

Context

Customers message businesses everywhere now: a DM on Instagram, a WhatsApp message at midnight, an email the next morning. For a small team that means many open tabs, many logins, and a real chance that a question slips through.

Problem

The big support suites were not designed for small and growing teams. They are expensive, and they make a small team glue several tools together just to keep up with its own customers.

My role

I designed and built Chatonics as a product: the positioning, the feature set, the product experience and the public website at chatonics.com.

Approach

  • One inbox first. Every channel lands in one thread-per-customer view, so the team works one queue instead of many apps.
  • AI that stays grounded. The AI agent drafts replies from the team's own knowledge base, can answer after hours, and can suggest a reply for a person to approve.
  • Everything a support team needs in one product. Tickets, knowledge, analytics and team chat sit next to the inbox instead of in separate tools.
The Chatonics shared inbox with the channel list, a customer conversation and the AI reply controls, shown with demo data.
The Chatonics shared inbox, from the public product demo on chatonics.com.

What I built

  • AI agent and workspace copilot that drafts grounded replies and answers questions about the workspace.
  • Unified shared inbox for WhatsApp, Instagram, Messenger, Telegram, email, SMS, Discord, Viber and TikTok.
  • Live chat widget for the team's own website, with live visitor presence.
  • Ticketing and SLA timers to track and prioritize conversations.
  • Knowledge base that works as a help center and grounds the AI.
  • Analytics for response time, resolution rate and channel mix.
  • Two-way translation so agents and customers each write in their own language.
  • Internal team chat with presence status.

Outcome

Chatonics is live at chatonics.com. Teams can start on a free forever plan with no credit card and connect their channels to one inbox.

What I learned

Building a product end to end tests product judgment directly. Every decision about scope, pricing and AI behavior shows up directly in what a small team can actually use.