January 12, 2026
Set Up One Customer Timeline in 10 Minutes
A quick guide to getting your whole team working from one shared history across every channel.
You asked. We built it.
Instagram DMs and SMS are officially live inside Halo. No new tab, no separate subscription, no copy pasting. Pick them from the same channel switcher you already use every day.
Why these two?
We track every feature request our community sends us. For the past six months Instagram and SMS have been at the top of that list by a wide margin, so we prioritised them over everything else in the queue.
What this means for your team
Your customer timeline works exactly the same way it does with every other channel in Halo. Move a conversation to SMS mid thread and the whole history follows, so nothing gets lost between replies.
Switching channels used to mean re-reading the whole thread. Now it is one click and the history is already there.
Marta Kovac, Head of Support at Kayo
How to turn it on
Hit the channel switcher in any inbox. Both channels are already there waiting for you, no settings change and no upgrade required on paid plans.
What is next
We are working on per-channel SLA targets and a routing rule builder so teams can decide exactly which conversations go where. Expect that in the next release.
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