Omnichannel Inbox新着
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
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The Inbox is part of the free plan: use it as long as your company's infrastructure usage always stays under US$ 20 a month; SMS and WhatsApp go out through your own provider account.
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.
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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.
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.