全渠道收件箱全新
网站聊天在一个标签页，邮件在另一个，WhatsApp 在某个人的手机上，工单又在第三个工具里：客户面对的是一家公司，团队却在五个地方回复，没人知道谁说了什么。SellioCRM 全渠道收件箱把在线聊天、邮件、短信、WhatsApp、社交消息和工单汇入一个共享收件箱。每个对话都有队列、负责人、状态、优先级和标签，回复通过原渠道发出，无需切换屏幕。分配规则按轮流或最少负载分发新来的工作，并把长时间无人回复的对话转交出去。而陌生号码只需一次点击就能变成联系人或线索，并把它的全部历史重新挂接上。
- 在线聊天、邮件、短信、WhatsApp、社交消息和工单汇入同一个收件箱
- 销售与支持队列、状态、优先级、标签和内部备注
- 通过原渠道回复，支持邮件附件以及送达与已读回执
- 分配规则：轮流、最少负载、记录负责人，以及超过 X 分钟未回复
- 首次响应 SLA，含待响应、有风险和已逾期，桌面端和 App 都可查看
- 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
在 Sellio 中免费，你只需为机器付费
The Inbox is included in the plans: It is included in the per-user plan; you can try everything free for 14 days.
没有人重复回复，也没有人被漏掉
负责人、状态和“未回复”筛选让谁负责什么、什么还在等待一目了然。
打招呼之前先掌握上下文
对话会显示该联系人来自哪个活动或节奏、关联的记录，以及跨所有渠道的历史。
公平且自动的分配
基于指针的轮流、最少负载或记录负责人，配合每人在办对话上限，以及由每个人自己控制的可用状态。
响应时间尽在掌握
首次响应 SLA 会在逾期之前就标记出有风险的对话，时间规则会重新分配卡住的对话。
团队的手机不再是 CRM
WhatsApp 和短信都通过共享收件箱收发，带送达与已读回执，失败原因也有说明。
邮件回复从坐席自己已连接的邮箱（Google 或 Microsoft）发出，会进入他的已发送文件夹，并串联进原对话
超出 24 小时窗口的 WhatsApp 不会悄无声息地失败：编辑器会识别窗口状态并切换到带变量的已审批模板
陌生号码绝不会丢失：“添加到 CRM”可创建联系人或线索，或关联已有记录，并重新挂接该号码的全部消息
分配规则使用持久化的轮流指针运行，每条收到的消息只触发一次，并记录每次分配的原因
一个收件箱，六个渠道
收件箱中的每一行都指向源对话：聊天消息、联系人的邮件、短信或 WhatsApp 会话、Messenger 或 Instagram 私信、工单。没有任何重复。打开即可看到完整往来；在联系人记录上，全渠道历史会按时间倒序列出与此人在所有渠道上的每一次互动。
整个团队都能看到的分诊
每个对话都归属一个队列（销售或支持），有打开、待处理或已关闭的状态，有从低到紧急的优先级，还有自由填写的标签。可按队列、渠道、负责人、未回复、未读或已归档筛选。把重要的置顶，标记为未读以便稍后再来，用“内部备注”把上下文交给同事而客户看不到。
靠规则分配，而不是靠自觉
在“分配规则”里，您描述规则何时适用、在什么条件下适用、以及它做什么：公平轮流、最少负载、记录负责人、指定的某个人或团队负责人，并可按渠道、队列、关键词、优先级或工作时间筛选。时间规则会接手超过 X 分钟无人回复的对话并转给下一个人。休假的人会退出轮换，达到在办对话上限的人则不再接收。
在变成投诉之前就能看见的期限
首次响应 SLA 面板会显示有多少对话在等待回复、多少有风险、多少已超过目标分钟数，最糟的排在最前，并提供直达入口。在 App 中，同样的横幅出现在收件箱里，对话中还会提供一份以收到的消息为依据的 AI 草拟回复，坐席审阅后再发送。
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
在设置中连接您的渠道：网站聊天、邮箱、短信和 WhatsApp 号码、社交账号以及帮助台。
- 2
打开收件箱：对话进入销售和支持队列，带有状态、优先级和标签，便于分诊。
- 3
创建分配规则：到达时由谁接收、无人回复时怎么办、以及谁在轮换中。
- 4
通过原渠道回复，为邮件添加附件，并用内部备注与团队对齐。
- 5
跟踪首次响应 SLA 和分配历史，可在桌面端或 iOS 与 Android App 上查看。
一家同时使用 WhatsApp、网站聊天和邮件的门店
所有消息都进入支持队列，在坐席之间轮流分配；超过 15 分钟无人回复的会转给下一位可用的人。
一支接收潜在客户邮件的销售团队
邮件进入销售队列，规则把它分配给记录负责人，回复从销售自己的邮箱发出，并串联进对话。
用新号码来联系的客户
对话显示为陌生号码；点一下“添加到 CRM”即可创建联系人或关联已有记录，该号码的历史也会一并带过来。
在 WhatsApp 上重启一段冷掉的对话
在“新建对话”中，编辑器发现 24 小时窗口已关闭，于是提供已审批的模板，附带变量和发送号码。
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.
哪些渠道会汇入收件箱？
网站在线聊天、邮件、短信、WhatsApp、来自 Facebook Messenger 和 Instagram 的私信（或通过 webhook 接入的通用系统），以及帮助台工单。
我可以在收件箱内回复哪些渠道？
邮件、短信和 WhatsApp 可直接从编辑器发出。在线聊天、工单和社交消息会展示历史以便分诊，并可一键打开对应记录。
自动分配是怎么工作的？
通过“自动路由”按钮，把对话给在办对话最少的人；或者通过“分配规则”，在到达时和按时间进行分发，方式包括轮流、最少负载、记录负责人、指定的某个人或团队负责人。
我需要有服务商账户吗？
短信和 WhatsApp 需要：收件箱使用您自己的 Meta 或消息服务商账户，费用在那边结算。邮件和网站聊天则不需要 CRM 之外的任何东西。
收件箱会遵守谁能看到什么的规则吗？
会。其他公司的对话绝不会出现；如果您的角色只能看到自己团队，那么您看到的就是团队的对话，以及尚无负责人的对话。
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.