Omnichannel InboxNEW
Website chat in one tab, email in another, WhatsApp on someone's phone, tickets in a third tool: the customer talks to one company, but the team answers in five places and nobody knows who said what. The SellioCRM Omnichannel Inbox brings live chat, email, SMS, WhatsApp, social messages and tickets into one shared inbox. Each conversation has a queue, an assignee, a status, a priority and tags, and replies go out through the original channel without switching screens. Assignment rules distribute incoming work round-robin or by lowest load and hand off anything left unanswered. And an unknown number becomes a contact or lead in one tap, with its whole history reattached.
- Live chat, email, SMS, WhatsApp, social messages and tickets in a single inbox
- Sales and Support queues, status, priority, tags and internal notes
- Replies through the original channel, with email attachments and delivery and read receipts
- Assignment rules: round-robin, lowest load, record owner, and unanswered for X minutes
- First-response SLA with awaiting, at risk and overdue, on desktop and in the app
- Message actions: reply with a quote, forward, copy, delivery details, star, react and delete, with deleted messages restorable
- An action the channel cannot perform shows up disabled with the reason written out, instead of vanishing from the menu
- Delete for me hides the message for you alone and can be undone; delete for everyone depends on the channel and on the provider's time window
- Per-channel capabilities: the inbox, the composer and the SLA ask the channel what it can do, 24-hour window, required template, media and receipts, instead of guessing
Free in Sellio, you only pay for the machine
The Inbox is included in the plans: It is included in the per-user plan; you can try everything free for 14 days.
Nobody answers twice, nothing goes unanswered
Assignee, status and the not-replied filter make it obvious what belongs to whom and what is still waiting.
Context before you say hello
The conversation shows which campaign or cadence the contact came from, the linked record and the history across every channel.
Fair, automatic distribution
Pointer-based round-robin, lowest load or record owner, with a per-person cap on open conversations and availability each person controls.
Response times under control
The First-response SLA flags what is at risk before it is overdue, and the time rule reassigns whatever got stuck.
The team's phone stops being the CRM
WhatsApp and SMS come in and go out through the shared inbox, with delivery and read receipts and failures explained.
Email replies leave from the agent's own connected mailbox (Google or Microsoft), land in their Sent folder and thread into the original conversation
WhatsApp outside the 24-hour window does not fail silently: the composer detects the window and switches to an approved template with variables
Unknown numbers are never lost: Add to CRM creates a contact or lead, or links an existing one, and reattaches every message from that number
Assignment rules run with a persisted round-robin pointer, fire once per received message, and log the reason behind every assignment
One inbox, six channels
Each row in the Inbox points to the source conversation: chat messages, the contact's emails, the SMS or WhatsApp thread, the Messenger or Instagram DM, the ticket. Nothing is duplicated. Open it and you see the whole exchange; on the contact record, the omnichannel history lists every interaction with that person across all channels, newest first.
Triage the whole team can see
Every conversation belongs to a queue (Sales or Support), has an open, pending or closed status, a priority from low to urgent, and free-form tags. Filter by queue, channel, assignee, not replied, unread or archived. Pin what matters, mark as unread to come back later, and use Internal notes to hand context to a teammate without the customer seeing it.
Distribution by rule, not by goodwill
In Assignment rules you describe when a rule applies, under which conditions and what it does: fair round-robin, lowest load, record owner, a fixed person or the team leader, filtered by channel, queue, keyword, priority or business hours. A time rule picks up whatever has gone unanswered for X minutes and passes it to the next person. Someone on vacation steps out of the rotation, and anyone at their open-conversation cap stops receiving.
Deadlines visible before they become complaints
The First-response SLA panel shows how many conversations are awaiting a reply, how many are at risk and how many have passed the target in minutes, worst first, with a shortcut straight to it. In the app, the same banner appears in the inbox and the conversation offers an AI-drafted reply, anchored on the received message, that the agent reviews before sending.
What you can do with a single message
A long press on the phone, a right click on the computer or the chevron that appears on hover all open the same menu, the one people already know from their messaging app: reply with a quote, forward to another conversation, copy, see the delivery details, star it, react with an emoji and delete. Two things the menu says out loud, because that is how the product behaves. The reaction is internal, a mark from the team to the team, and the customer never sees it: the official WhatsApp API carries reactions, but we do not send them yet. And deleting removes the message from our inbox, not from the customer’s phone, because no supported channel lets you retract a message already delivered: email and SMS never did, and the official WhatsApp API does not expose it, the gesture lives in the app, not in the API. What was deleted is not gone for good either: the conversation shows how many messages were deleted there and offers to show and restore them.
The menu explains instead of hiding
When an action does not apply to that message on that channel, it stays in the menu, disabled, with the reason written underneath: this channel does not send reactions to the customer, this channel cannot remove the message from the recipient's device, the inbox cannot send through this channel, too much time has passed, a ticket is not a message. Dropping the line would look tidier and behave far worse: whoever deleted a message for themselves would conclude they had deleted it on both sides, and that mistake is invisible precisely to the person who made it. The server decides what applies, from the capabilities of each channel and each provider, and the screen never recalculates the rule, so the menu never promises what the provider does not do.
What is only yours and what crosses over
Starring is a personal marker: in a shared inbox, the star you put on a message is yours and does not raise a flag for the whole team, which already has the conversation pin for that. Delete for me follows the same logic: the message leaves your reading of the thread, the customer and the rest of the team keep seeing it, and the Restore button brings it back whenever you want, because the content never moved. Delete for everyone is a different thing: it retracts the message on the recipient's device, and it only exists if the provider has that endpoint, if the message is yours (nobody deletes what the customer said), if it has a provider id and if it is still inside the provider's time window. Today no supported channel offers it, so the option shows up disabled with the reason; the window stays declared per channel for the day it does exist.
A quote that never cuts what you wrote
Reply with a quote builds the body with the original excerpt above your answer, the first lines of the message and the name of whoever wrote it. When the text goes past the channel limit, what shrinks is the quote, never your reply: a sentence of yours cut in half would reach the customer without you noticing, because on your screen it would still be whole. If it still does not fit, the quote is left out and the inbox says so, instead of refusing to send. The option applies where the inbox can actually send, email, SMS and WhatsApp; on chat, social messages and tickets it appears explained, because knowing that the answer goes out somewhere else beats a menu that is quietly one line shorter.
Forward to another conversation, and check it arrived
Forwarding takes the message to another conversation in the inbox: you search for the destination thread, add an optional note, and the text goes out through the same sending path as any reply, already logged in the destination history and recorded in the audit trail. A message with a file is not forwarded half way: the inbox refuses and says why, instead of delivering the caption without the photo. And Details answer the question nobody wants to guess from a check mark: sent, delivered, read or failed, with times, provider, provider id, the timeline the webhooks recorded, opens on email, and the provider error explained in your language. Where the channel reports no delivery events, the screen says so, instead of inventing a delivered that nobody confirmed.
The channel says what it can do, the screen follows
Each channel and each provider declare, in a single registry, what they deliver today: whether the inbox replies there, whether media comes in and goes out and up to what size, how far the receipt goes (sent, delivered or read), whether there is a session window and what happens outside it, and the first-response target, 5 minutes for chat, 15 for WhatsApp and SMS, 4 hours for email. The composer, the message menu and the SLA read from that registry; no screen decides on its own. In practice: when you open a WhatsApp conversation, the inbox measures the 24-hour window from the last message received and tells you, before you type, how much time is left or that the window has closed and only an approved template can go out, with the template picker right there. If the provider behind that conversation cannot send media, the notice shows up in the same place. The channels screen shows the whole catalog with the state and the reason for each platform: what comes in and goes out through the inbox (WhatsApp, SMS, email, website chat on its own desk, tickets), what only comes in (the WhatsApp Web companion, which has no sender; Messenger and Instagram, which depend on app review; the generic webhook, which does not say how to reply), what the adapter can send but the inbox does not ask for yet (Telegram) and what does not exist yet (Apple Messages, LINE and RCS). And the same WhatsApp changes face depending on the provider: through the official API media goes both ways and the receipt reaches read; through a telephony provider incoming media is not read; through the companion you only listen. Each channel's first-response target is there too, and the per-channel SLA reading uses it, so email is not always overdue and chat is never invisible at risk.
- 1
Connect your channels in Settings: website chat, mailbox, SMS and WhatsApp number, social accounts and the helpdesk.
- 2
Open the Inbox: conversations arrive in the Sales and Support queues with status, priority and tags for triage.
- 3
Create Assignment rules: who receives on arrival, what happens when something goes unanswered, and who is in the rotation.
- 4
Reply through the original channel, attach files to emails and use Internal notes to align with the team.
- 5
Track the First-response SLA and the assignment history, on desktop or in the iOS and Android app.
A store with WhatsApp, website chat and email
Everything lands in the Support queue, distributed round-robin among the agents; anything unanswered for 15 minutes moves to the next available person.
A sales team receiving prospect emails
The email enters the Sales queue, the rule assigns it to the record owner, and the reply leaves from the rep's own mailbox, threaded into the conversation.
A customer writing from a new number
The conversation shows up as an unknown number; one tap on Add to CRM creates the contact or links the existing one, and the history from that number comes along.
Reopening a cold conversation on WhatsApp
In New conversation, the composer sees the 24-hour window has closed and offers the approved templates, with variables and the sending number.
Handing the right message to the right colleague
You forward the message to the destination conversation with a note, the text lands in that history, and the trail records who forwarded what and where to.
"Did they get it or not?"
Open the message Details: sent, delivered, read, with timestamps and the provider timeline. If it failed, the reason appears explained, not as a raw code.
Which channels flow into the Inbox?
Website live chat, email, SMS, WhatsApp, direct messages from Facebook Messenger and Instagram (or from a generic system via webhook), and helpdesk tickets.
Which channels can I reply to from inside the inbox?
Email, SMS and WhatsApp go out straight from the composer. Live chat, tickets and social messages show the history for triage and open the record in one click.
How does automatic assignment work?
Through the Auto-route button, which picks whoever has the fewest open conversations, or through Assignment rules, which distribute on arrival and by time using round-robin, lowest load, record owner, a fixed person or the team leader.
Do I need an account with a provider?
For SMS and WhatsApp, yes: the inbox uses your own Meta or messaging provider account, and messages are billed there. Email and website chat need nothing beyond what is already in the CRM.
Does the Inbox respect who can see what?
Yes. No conversation from another company ever appears, and if your profile only sees your own team, you see your team's conversations and the ones that have no owner yet.
Does deleting a message also delete it on the customer's phone?
No. Delete for me hides the message for you alone, and you can restore it later; the customer and the rest of the team keep seeing it. Delete for everyone would only exist with a provider that lets you retract a delivered message, and none of the supported channels does today: that is why the option shows up disabled with the reason, instead of disappearing and letting you believe you deleted it on both sides.
Why is an option in the menu disabled?
Because that channel or that provider does not do that with that message, and the menu prefers stating the reason to hiding the line. Each reason is written out: the channel does not send reactions to the customer, the channel cannot delete on the recipient's device, the inbox cannot send through this channel, the message is not yours, too much time has passed, a ticket is not a message.
Does the customer see the reaction I put on a message?
No. The reaction in the inbox is internal, a mark from the team to the team, and the emoji bar carries a permanent badge saying so. The official WhatsApp API does carry reactions, but we do not send them yet; the day we do, the badge goes away on its own and the reaction starts crossing over.
How does the inbox know WhatsApp is outside the 24-hour window before I send?
The channel declares the window and what happens outside it, and the inbox measures from the last message the customer sent. With the window open, the notice says how much time is left; closed, the composer says only an approved template can go out and opens the template picker. Media and receipts follow the same rule: if the provider behind that conversation does not do it, the screen says so right there, and the channels screen lists what each platform delivers, what only comes in and what does not exist yet, with the reason.