Unified inbox brings all social media messages, comments, and mentions into one place to monitor and respond quickly across multiple channels. See what channels Orlo integrates with here.
Unified Digital Inbox
The Orlo digital inbox provides a single customer service platform to manage social media, WhatsApp, SMS, and live chat conversations.
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Built with the public sector in mind
We’re proud to be trusted by 400+ public sector organisations from emergency services, to local and central government, housing and healthcare, to education and travel and transport.
Everything in one place
Similar in style to your email inbox, Orlo’s Unified Inbox is familiar and intuitive, helping your team get up to speed quickly and easily. Smoothly switch between message views with Conversations Mode. With only one system to learn, there’s no further training required when you add new channels.
Collaboration made easy
Orlo’s digital inbox is packed full of features to help you communicate with your communities and each other. Internal collaboration is made simple with the ability to quickly add notes against contacts or messages, and assign or forward messages to colleagues for review – you can even share outside of the platform.
Unify your channels
Say goodbye to data silos and hello to a unified, cross-channel approach. Monitor the performance of your posts from the Inbox, track the actions that have taken place against individual messages with the Auditing feature, and plug in your CRM of choice to get the most out of your social interactions.
Manage your priorities
Manage your messages with colour coded sentiment detection and actioned statuses, helping your team know what the top priorities are at a glance. With our predictive text and Snippets features you can reply to messages with ease, reducing your time to serve and ensuring all responses fit the bill.
Schedule a unified inbox demo
Here’s what to expect:
A discovery session to understand your strategic objectives
An opportunity to share any circumstances that may be making achieving those outcomes more challenging
A live demo of the Orlo platform, bespoke to you, complete with best practice guidance and case study examples from across the Orlo community
A friendly, no pressured approach from someone who understands the public sector
Ask us a question about the inbox
Why is having a unified inbox important?
A unified inbox is essential for public sector communications teams, bringing every citizen message, comment, and mention into one central hub. By managing all social channels in one place, teams can respond faster, maintain consistency, and collaborate efficiently across departments. It improves transparency with a clear audit trail, supports compliance, and delivers data-driven insights on engagement, sentiment, and response times. For public sector organisations, a unified inbox transforms fragmented communication into joined-up, citizen-focused engagement – building trust, saving time, and ensuring no message goes unanswered.
What can you use the unified inbox for?
Manage citizen engagement
Cross-team collaboration
Assign queries to the right department, track responses, and maintain a clear audit trail for accountability and compliance.
Improve response times
Use templates, automation, and message history to deliver faster, more consistent replies to public enquiries.
Get actionable insights
Analyse message trends, sentiment, and response data to improve communication strategies and demonstrate service performance.
Orlo products and features
Surveys
Capture direct, indirect and inferred feedback. So you can listen to all of your community.
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Benchmarking
Understand what’s happening within your sector and how you compare at a glance.
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Social Listening
Listen to and understand the needs of your community with social media listening.
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Analytics
Interpret your data and create impactful reports that show the value of your work.
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Content Calendar
Plan, create, approve, schedule and manage all of your campaigns in one place.
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Content Creation
Use our content creation tools to publish engaging, relevant and timely content.
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Reviews
Monitor, respond to, and amplify your reviews to understand what matters most to your community.
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Post Boosting
Ensure your most vital updates get in front of the right people, at the right time, for greater reach, clicks and engagement.
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Chatbot
Increase team capacity, save your agents’ time and decrease cost-to-serve by reducing 50% of inbound queries.
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Live Chat
Be there when your community need you most by responding instantly with Orlo’s live chat feature.
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Orlo Insights
Combine the power of Social Listening, Media Monitoring and AI, developed with the Public Sector in mind.
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Scheduling Tools
Use the content calendar to plan ahead and schedule social media posts at peak times to boost engagement.
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Social Archiving
Archive social media posts with ease, archiving is built in to the Orlo platform as standard.
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Read our Customer Stories
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Trusted across the public sector
Carolyne M.
Digital Team Leader
“Orlo gets my vote!”
As a customer service tool it is fantastic and we found it invaluable for emergencies such as weather, to get the team on message for getting crucial information out quickly.
23
31 reviews (4.4 out of 5)
See the power of Orlo in action today.
Increase community engagement
Improve customer experience
Build trust
