Calisto Inbox.
8 native channels in one conversation queue. Routing rules, SLA enforcement, escalation paths, suggested replies, and broadcast delivery in a single interface.
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native channel integrations
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conversation operations surfaces
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inbound sources
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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 all channels resolve to a single Contact record and render in a unified conversation timeline.
3 panes. 8 channels. One interface.
Split-pane layout: conversation list, active chat panel, and contact sidebar. Batch actions, advanced filtering by channel or assignee, and keyboard-driven navigation.
Thread State Machine
Open/Pending/Closed states per thread. Bulk actions: close, assign, tag, snooze. Full-text search with multi-dimension filters.
Routing & Assignment
Three assignment modes: round-robin, load-balanced, skill-based. Presence indicators per agent. Internal notes and threads.
Broadcast Engine
Multi-channel campaign delivery to audience segments. SMS, WhatsApp, and email. Schedule, preview, and track opens.
3 assignment modes. Condition-based routing.
Manager-area surface for configuring how inbound conversations distribute across the team. Rules match on channel type, keywords, contact tags, business hours, and agent presence.
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.
Response targets. Breach escalation. Live tracking.
MessagingSlaClient at /inbox/messaging/sla. Manager-area surface for 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: on track, warning, breached.
Breach Escalation
Automatic escalation on SLA breach. Configurable paths: reassign, notify manager, trigger workflow, or flag for AI alert.
Multi-level paths. Automatic triggers.
Staff-area surface for managing conversations that exceed agent authority or breach SLA thresholds. Configurable per priority, channel, and contact segment.
- Configurable escalation thresholds per priority and channel
- Multi-level escalation paths (L1 → L2 → Manager)
- SLA breach triggers automatic escalation
- VIP contact auto-escalation based on contact tags
- Escalation queue with dedicated supervisor view
- 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. Alert rules flag sentiment shifts and SLA breaches.
Knowledge base. Suggested replies. Alert rules.
Three surfaces that compose the intelligence layer: a knowledge base trains the suggestion engine, which generates replies, while alert rules monitor conversation patterns.
Knowledge Base
Article repository with rich text editor, category tagging, and version history. Search-indexed for AI retrieval.
Suggested Replies
Generated from knowledge base articles, contact history, and conversation context. Surfaces within 200ms of thread open.
AI Alert Rules
Configurable rules that flag sentiment shifts, keyword matches, VIP messages, and SLA breach pre-warnings.
Trigger. Condition. Action.
Manager-area surface for building automation flows that execute on conversation events. Visual editor with conditional branching and parallel execution paths.
Visual Workflow Editor
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.
Automation Actions
Assign agent, apply tag, send template, move to queue, trigger webhook, update contact field, close conversation.
Segment. Template. Deliver.
Three surfaces composing the outbound campaign system: audience segmentation, template library, and multi-channel broadcast delivery with tracking.
Broadcast Engine
Multi-channel campaign delivery to segmented audiences. SMS, WhatsApp, and campaign email. Schedule delivery, preview per channel, track opens and clicks.
Audience Builder
Filter by contact tags, channel, location, last activity, and conversation history. Composable AND/OR condition groups with real-time size preview.
Template Library
Per-channel template management with merge fields. WhatsApp-approved submissions, SMS character counting, campaign HTML editor. Version history.
4 metric dimensions. Per-agent, per-channel breakdowns.
Manager-area dashboard covering response time, resolution rate, channel volume, and customer satisfaction. Period-over-period deltas across all dimensions.
Response Metrics
First-response time, average response time, and distribution by hour, agent, and channel.
Resolution Metrics
Time-to-resolution, resolution rate, re-open rate, and conversations-per-agent with SLA compliance.
Volume & Channel Mix
Inbound volume per channel, peak hours, conversation creation rate, and channel mix over time.
CSAT & Satisfaction
Three scale types (1-5 stars, thumbs, emoji). Auto-send on conversation close. Score trends per agent and channel.
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native channels unified in one queue
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assignment modes
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admin surfaces
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product interconnects
Every message anchored to a record.
On thread open, the sidebar renders contact profile, booking history, active deal stages, and 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.