Calisto Inbox.
Omnichannel conversation operations. A unified messaging queue spanning SMS, WhatsApp, Instagram, Messenger, TikTok, OTA platforms, voice, and website chat. Routing rules, SLA enforcement, escalation paths, suggested replies, workflow automation, and broadcast delivery. In one conversation interface.
,0,
native channel integrations (SMS, WhatsApp, Instagram, Messenger, TikTok, OTA, Voice, Chat)
,0,
conversation operations surfaces
,0,
inbound sources (forms, chatbot, social, voicemail, signal, reviews)
,0,
access tiers (personal, staff, manager)
Omnichannel Matrix
8 native channel integrations. 6 inbound sources. One routing topology. Per-channel routes at /channels/[channelKey] with subscription gate.
Booking Platforms
Airbnb, Booking.com, VRBO, Expedia. Messages with full reservation context injection
Delivery Platforms
UberEats, DoorDash, Rappi, Glovo, Deliveroo, +6 more. Order messages in unified queue
WhatsApp Business
Business API with template messages, media support, and webhook-driven inbound
SMS
Two-way threaded per contact with delivery tracking and opt-out management
Social Channels
Instagram DM, Facebook Messenger, TikTok. Native API integrations per platform
Voice & Chat
Voicemail transcriptions, website chat widget, and chatbot handoff routing
Channel Registry
Complete inventory of supported channels and inbound sources. Each channel renders as a per-route view at /inbox/channels/[channelKey].
Messaging Apps
WhatsApp Business, SMS two-way threading, and MMS/RCS support.
WhatsApp Business, SMS, MMS, RCS
Social DMs
Native platform APIs for Instagram DM, Facebook Messenger, and TikTok.
Instagram, Messenger, TikTok
Booking Platforms
Guest inquiries with full reservation context injection per thread.
Airbnb, Booking.com, VRBO, Expedia
Delivery Platforms
Order messages routed to unified queue with platform-native reply capability.
UberEats, DoorDash, Rappi, Glovo, +7
Voice & Voicemail
Voicemail transcriptions and missed-call notifications inline in threads.
Voicemail, Missed Call, Signal
Digital Inbound
Website chat widget, chatbot handoffs, contact forms, and review responses.
Chat Widget, Chatbot, Forms, Reviews
Every channel. One queue. One contact record.
Inbound messages from WhatsApp, SMS, Instagram, OTA platforms, voicemail transcriptions, chatbot handoffs, and review responses. All resolve to a single Contact record and render in a unified conversation timeline.
The multi-tenant conversation interface.
Split-pane layout: conversation list, active chat panel, and contact sidebar. Batch actions, advanced filtering by channel, status, or assignee, and keyboard-driven navigation. Works as a 1-to-1 messenger or a multi-department routing system.
Thread State Machine
Unified conversation state tracking across all channels with real-time sync.
- Open/Pending/Closed states per thread
- Custom tags and categories
- Closing notes and conversation summaries
- Real-time sync across team members
- Snooze with date/time picker
- Full-text search with multi-dimension filters
- Read receipts and delivery status
- Bulk actions: close, assign, tag, snooze
Routing & Assignment
Intelligent assignment with three modes and presence-aware distribution.
- Round-robin assignment
- Load-balanced distribution
- Skill-based routing
- Presence indicators per agent
- Internal notes and threads
- Agent picker modal
- Contact merge for duplicates
- External/Internal audience split
Broadcast Engine
Multi-channel campaign delivery with audience segmentation and scheduling.
- Send to audience segments
- SMS, WhatsApp, and campaign email delivery
- Schedule delivery with time picker
- Preview before sending
- Open and click tracking
- Audience builder with filter conditions
- Template library per channel
- Scheduled message queue
Three assignment modes. Condition-based routing.
MessagingRoutingRulesClient at /inbox/messaging/routing. Manager-area surface for configuring how inbound conversations are distributed across the team.
Round-Robin
Sequential assignment across available agents. Even distribution regardless of current load.
Load-Balanced
Weighted assignment based on current open conversation count per agent. Presence-aware.
Skill-Based
Routes to agents matching required skills: language, channel expertise, VIP handling, product knowledge.
Rule Conditions
- Channel type (WhatsApp, SMS, Instagram, etc.)
- Message content keywords
- Contact tags and segments
- Business hours and time zones
- Agent availability and presence
- Conversation priority level
Response targets. Breach escalation. Live tracking.
MessagingSlaClient at /inbox/messaging/sla. Manager-area surface for defining service-level agreements with automatic enforcement and breach notification.
Policy Builder
Define first-response and resolution-time targets per priority level, channel, or contact segment. Multiple policies with priority ordering.
Real-Time Tracking
Live countdown timers on conversations approaching breach. Color-coded status indicators: green (on track), amber (warning), red (breached).
Breach Escalation
Automatic escalation when SLA breaches occur. Configurable escalation paths: reassign, notify manager, trigger workflow, or flag for AI alert.
Multi-level escalation paths. Automatic triggers.
EscalationsClient at /inbox/messaging/escalations. Staff-area surface for managing conversations that exceed agent authority or breach SLA thresholds.
- Configurable escalation thresholds per priority and channel
- Multi-level escalation paths (L1 → L2 → Manager)
- SLA breach triggers automatic escalation
- AI sentiment detection triggers (negative shift, frustration keywords)
- VIP contact auto-escalation based on contact tags
- Escalation queue with dedicated view for supervisors
- Escalation notes and resolution tracking
- Metrics: escalation rate, time-to-resolve, re-escalation frequency
Knowledge base. AI replies. Alert rules. Automated.
Suggested replies generated from knowledge base articles, contact history, and conversation context. AI alert rules flag sentiment shifts, VIP messages, and SLA breaches before they escalate.
Knowledge base. AI replies. Alert rules.
Three intelligent surfaces that work together: a knowledge base trains the suggestion engine, which generates replies, while alert rules monitor conversation patterns for anomalies.
Knowledge Base
TrainingKnowledgeBaseClient at /inbox/messaging/knowledge-base. Article repository used by AI to generate context-aware reply suggestions.
- Article creation with rich text editor
- Category and tag organization
- Search-indexed for AI retrieval
- Version history per article
- Linked to suggested-reply generation pipeline
Suggested Replies
MessagingSuggestedRepliesClient. Generates reply candidates from knowledge base articles, contact history, and conversation context.
- Surfaces on thread open within 200ms
- Draws from knowledge base and historical patterns
- One-click insert into compose field
- Context-aware: adapts to channel and contact segment
- Configurable tone and formality per account
AI Alert Rules
AIAlertRulesClient at /inbox/messaging/ai-alerts. Configurable rules that flag conversations matching sentiment, keyword, or behavioral patterns.
- Sentiment shift detection (positive → negative)
- Keyword and phrase matching across channels
- VIP message flagging based on contact record
- SLA breach pre-warning alerts
- Custom rule builder with condition logic
Trigger-condition-action. Visual editor.
MessagingWorkflowsClient at /inbox/messaging/workflows. Manager-area surface for building automation flows that execute on conversation events.
Visual Workflow Editor
WorkflowEditorClient at /inbox/messaging/workflows/[id]. Drag-and-drop trigger-condition-action builder with conditional branching and parallel paths.
Conversation Triggers
New message inbound, conversation opened, SLA approaching, tag applied, contact segment match, scheduled time, or manual invocation.
Automation Actions
Assign agent, apply tag, send template, move to queue, trigger webhook, update contact field, schedule follow-up, close conversation.
Segment. Template. Deliver.
Three surfaces that compose the outbound campaign system: audience segmentation, template library, and multi-channel broadcast delivery with tracking.
Broadcast Engine
BroadcastsClient at /inbox/messaging/broadcasts. Multi-channel campaign delivery to segmented audiences.
- SMS, WhatsApp, and campaign email delivery
- Schedule delivery with date/time picker
- Preview before sending per channel
- Open and click tracking per recipient
- Template selection per channel type
- Delivery status monitoring
Audience Builder
AudienceBuilderClient at /inbox/messaging/audiences. Filter-based segment creation with composable conditions.
- Filter by contact tags, channel, location
- Filter by last activity date and frequency
- Filter by conversation history and outcomes
- Composable AND/OR condition groups
- Real-time audience size preview
- Reusable saved segments
Template Library
MessagingEmailClient at /inbox/messaging/templates. Per-channel template management with merge fields.
- WhatsApp-approved template submissions
- SMS templates with character counting
- Campaign email templates with HTML editor
- Merge fields from Contact record
- Category tagging (confirmation, follow-up, reminder)
- Version history and approval status
Response time. Resolution. Satisfaction. Channel volume.
AnalyticsClient at /inbox/messaging/analytics. Manager-area dashboard with four metric dimensions covering agent performance, operational efficiency, and customer satisfaction.
Response Metrics
First-response time, average response time, and response-time distribution by hour, agent, and channel.
Resolution Metrics
Time-to-resolution, resolution rate, re-open rate, and conversations-per-agent with SLA compliance percentage.
Volume & Channel Breakdown
Inbound volume per channel, peak hours, conversation creation rate, and channel mix over time.
CSAT & Satisfaction
CsatSettingsClient at /inbox/messaging/csat. Three scale types (1–5 stars, thumbs up/down, emoji). Auto-send on conversation close. Score trends per agent and channel.
,0,
native channels unified in one queue
,0,
assignment modes (round-robin, load-balanced, skill-based)
,0,
admin surfaces for conversation operations
,0,
Calisto product interconnects
Every message anchored to a record.
Every inbound message resolves to a Contact record. On thread open, the sidebar renders: contact profile, booking history with reservation context, active deal stages with pipeline position, and the full interaction timeline across all channels.
13 Calisto products. One contact record.
Every conversation message resolves to a Contact record shared across the platform. On thread open, the sidebar renders profile fields, booking history, deal stage, and full interaction timeline.
Contacts
Every message anchored to a Contact record. Profile, booking history, deals visible in sidebar on thread open.
Inbound Message → Contact Match → Sidebar Injection → Thread
Ops
Messages requiring action convert to Ops tasks with one click. Booking confirmations route through conversation queue.
Guest Request → Ops Task → Assignment → Resolution
Voice
Voicemail transcriptions and call logs appear inline. Cross-channel context stays in one thread.
Missed Call → Transcription → Thread Injection → Follow-up
Navigator
Guest/employee portal chat routes to Inbox queue. Portal responses rendered in conversation interface.
Portal Chat → Inbox Queue → Agent Response → Portal
Deals
Workflow triggers on deal stage changes. Templates reference deal value via merge fields.
Deal Stage Change → Trigger → Template Send → Activity Log
Studio
Booking confirmations, reminders, and follow-ups delivered through conversation channels.
Booking Created → Template Triggered → Channel Delivery → Thread
Fragmented channels vs. unified queue
Free unified inbox. Pro from 2% of revenue.
2 high-performance engines, 10+ native channel integrations, enterprise email with custom domains, thread-stitching technology, team routing, AI drafting, and 24/7 human backup at $1/day. Core inbox free forever.
The raw specification table.
Complete technical specification for Calisto Inbox omnichannel conversation operations.