What is Driansh EngageOne?
An overview of Driansh EngageOne, the shared inbox for website chat, WhatsApp, social, email, SMS and calls, with the EngageOne AI Assistant.
On this page
Driansh EngageOne brings every customer conversation into one shared inbox, so your whole team can reply from a single place.
What EngageOne does
Your customers message you in many places: your website, WhatsApp, Facebook, Instagram, email and more. Without a shared tool, those messages end up spread across phones, mailboxes and apps.
EngageOne collects them in one dashboard. Each message becomes a conversation that your team can read, assign, discuss and resolve. The customer keeps using the app they like. Your team works in one place.
Who it is for
EngageOne is built for teams that talk to customers every day, for example:
- Support teams that answer questions and fix problems.
- Sales teams that reply to leads from ads, the website and WhatsApp.
- Operations teams in restaurants, clinics, shops and service businesses that take bookings and orders over chat.
- Contact centers that handle high volumes across many channels.
Main features
| Feature | What it gives you |
|---|---|
| Shared inbox | Website chat, WhatsApp, Messenger, Instagram, Telegram, LINE, TikTok, email, SMS and custom API channels in one list. |
| Voice calling | Take and make phone and WhatsApp calls next to your chats (where your plan and channel support it). |
| Website live chat | A chat widget for your website that you can brand and secure. |
| EngageOne AI Assistant | An AI agent that answers common questions from your documents and FAQs, and hands over to a person when needed. |
| Collaboration | Assign conversations, work in teams, add private notes and @mention colleagues. |
| Productivity tools | Labels, canned responses, macros, automation rules and keyboard shortcuts. |
| Contacts | A shared customer list with conversation history, notes and custom attributes. |
| Campaigns | Proactive messages on your website, and one-off campaigns over SMS and WhatsApp. |
| Help Center | A public knowledge base your customers can search before they contact you. |
| Reports | Conversation, agent, inbox, team, label, CSAT and SLA reports. |
Note: Some features, such as the AI Assistant, custom roles, SLA policies and voice calling, depend on your plan. If you can't see a feature described in these docs, ask your administrator or contact Driansh.
How EngageOne is organised
A few building blocks make up every EngageOne account:
- Account – your company's workspace. It holds your inboxes, team members and settings.
- Inboxes – one inbox for each channel you connect, such as "Website chat" or "WhatsApp – Sales".
- Agents and administrators – the people on your team who reply to customers.
- Teams – groups of agents, such as "Billing" or "Sales", that you can assign conversations to.
- Conversations and contacts – the messages you receive and the people who send them.
The glossary explains each term in more detail.
Ways to use EngageOne
- In the browser – sign in to your EngageOne dashboard from any modern browser.
- On your phone – the EngageOne mobile apps for iOS and Android let you reply and get notifications on the go. See Profile and notifications.
- Cloud or self-hosted – Driansh can run EngageOne for you in the Driansh cloud, or install it on your own servers.
Where to start
If you are setting up a new account, follow these articles in order:
- Your first conversation – connect website chat and reply to a test message.
- Invite your team – add agents and administrators.
- Inboxes and channels explained – plan which channels to connect.