Omnia review for Shopify Inbox

It's great that you receive an email and you can directly chat with customers in the chat box and as the business owner, this is great for our customers. THe issue that I have an Operations / Cust Care team who run Freshdesk and I would like to copy these enquiries into their system. At the moment we are cut and pasting the Shopify Inbox calls into Freshdesk. Can this be improved? Apart from that I'm very happy with the front end and I'm just setting up my typical Q & A automation.