# What is Agency Ops?

Agency Ops is one inbox for a services business. WhatsApp, email, Telegram and direct messages land in one conversation record and are sorted as they arrive, with the client pipeline kept on the same data. A conversation that stalls is followed up instead of being quietly lost. OCTYN runs its own client work on it.

Label: Running (our own)
Family: Operations systems

## How it is built

- **capture**: WhatsApp, email, Telegram and direct messages, as they arrive.
- **sort**: Each message is sorted on arrival and joined to its thread.
- **one record**: One conversation record per client, whatever the channel.
- **pipeline**: The client pipeline kept on the same data.
- **follow through**: A conversation that stalls is followed up.

Boundary (one record): No conversation lives outside the one record, whichever channel it came in on.

## What Agency Ops does at OCTYN

OCTYN runs its own client work on Agency Ops: conversations land in one record whichever channel they arrived on, and the pipeline reads from the same data.

It sits behind access control for OCTYN’s own use, and it is built to be fitted to another services business.

## The record

- Four channels in one conversation store (recorded 2026-07-06)

## Related

- [Operations systems](https://octyn.co/systems/operations)
- [Agency Ops, written up](https://octyn.co/casestudies/agency-ops)
- [The Consult](https://octyn.co/consult)

Canonical: https://octyn.co/systems/agency-ops