Calisto Inbox

One inbox for every customer message.

WhatsApp, SMS, Instagram, Messenger, TikTok, email and your own website, in one thread per person. Somebody who writes on WhatsApp on Monday and Instagram on Tuesday is one conversation, and whoever opens it can already see what that person has booked, bought and asked before.

Start Now Explore Features

Every channel in one thread per person · Routing decides who answers, an SLA decides how fast · Their bookings and orders sit beside the reply

Inbox · Recent conversations

Recent conversations

Marta Peña10:42

Is the terrace bookable for nine people on the 3rd?

Tomás Herrera10:18

Instagram

Saw the reel — do you do the tasting menu on Sundays?

Aisha Bakr09:51

Web chat

Thanks, that answers it. I will book tonight.

Marta Peña09:34

SMS

Following up here since WhatsApp was quiet — same question.

Diego Santos09:02

Messenger

Can I move the deposit to next week?

Chloé MartinYesterday

Booking platform

Guest asks about a late checkout on the 16th.

Kwame MensahYesterday

Perfect, see you Friday.

Elena RossiMon

TikTok

Do you have anything for a group of four in September?

Calisto Inbox

The Inbox App for Customer Messages

Every channel in one thread per person, with their bookings, orders and history open beside the reply.

Working a Thread

What you can do once a conversation is open in front of you.

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Channels

Connect the platforms your customers already message you on.

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Website Widget

Live chat on your site, and on any surface you publish.

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Routing

Who answers, and by when. Rules decide both.

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Escalations

What happens when the clock on an SLA runs out.

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Outbound

The messages you send first, rather than the ones you answer.

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Workflows

Handling that runs itself once you have written it down.

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AI in the Composer

Drafting help where the reply is actually written.

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AI Alerts

The warning that a thread is going wrong, before it does.

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Analytics & CSAT

Volume, response times, and what customers said about them.

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Customer Context

Their bookings, orders and history, open beside the thread.

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After the Reply

What a resolved thread sets off everywhere else.

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Governance

The part you only notice when it is missing.

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channel types one conversation can carry

other apps that push into the queue with nothing to connect

actions a workflow can take on a conversation

apps the customer panel reads on one contact

Once It Is Open

Everything the conversation needs, without leaving the conversation.

The minutes between reading a message and answering it are where an inbox is either helping or in the way. Hand it to somebody, file it under your own fields, put it down until Thursday, or clear a morning of them in one pass.

Hand It Over, And Say Why

Assign from the account roster, not a directory this app keeps of its own, and reassign later without losing the history. Argue about it in internal notes the customer never sees. Set status, tags and fields of your own, which routing, workflows and the analytics all read. Snooze it until Thursday and it comes back Thursday.

Inbox · the thread, and what you can do to it

Marta RestrepoWhatsApp

Assigned toAna M. · reservations

Status and tagsopen · vip, late-checkout

Internal notethe team sees it, she does not

Custom fieldsyour own, on the thread

Snoozed untilThu 09:00

Find It, Then Clear Them

Search inside message bodies with the matching phrase highlighted, so the thread you half remember from three weeks ago is findable on a phrase somebody used in it. Select a set and assign, tag, untag or close all of them in one pass. A command palette and keyboard shortcuts sit over both panes, for the person who works this queue all day.

Inbox · clearing a morning

Search: “deposit refund”in message bodies

Hit“…the deposit refund went out Tuesday”

Selected14 conversations

One actionassign · tag · untag · close

Keyboardpalette and shortcuts

New messagearrives without a refresh

One Person, Not Three Records

The same customer writing from two numbers and an email surfaces as duplicates you can merge from the sidebar, so the thread lands on the contact that already exists. Attachments file against that contact rather than living only in the message, and a thread exports in a standard format against it.

Inbox · two records, one person

Wrote from+57 310 · +57 315 · gmail

Possible duplicatemerge

Merged intothe contact that already existed

Attachmentsfiled against her, not the thread

Exportstandard format, on the contact

Inbox · the thread, and what you can do to it

Marta RestrepoWhatsApp

Assigned toAna M. · reservations

Status and tagsopen · vip, late-checkout

Internal notethe team sees it, she does not

Custom fieldsyour own, on the thread

Snoozed untilThu 09:00

Connect the Platforms You Already Use

Keep the accounts you have. Answer them in one place.

Your customers already message you where they message you, and none of that changes. Connect the accounts you already run and every conversation lands in the same queue, so answering stops meaning six apps open on one screen. Guest messages from booking platforms arrive there too, mapped to the property they belong to.

WhatsApp Business

Connect the account you already run. Two-way messaging, with template management for what goes out.

✓Your existing account

✓Two-way messaging

✓Outbound templates

SMS

Your business number, sending and receiving, with delivery confirmation on each message.

✓Your business number

✓Two-way conversations

✓Delivery confirmation

Instagram

DMs, story replies and comment responses routed as conversations, answered without opening Instagram.

✓DMs

✓Story replies

✓Comment responses

Facebook Messenger

Messenger threads in the same queue, answered in place.

✓Messenger threads

✓Answer in place

TikTok

DMs routed to the same unified view as everything else.

✓DMs

✓One unified view

Booking Platforms

Guest inquiries, booking modifications and pre-arrival messages, in the same thread as every other channel.

✓Guest inquiries

✓Booking modifications

✓Pre-arrival messages

Email

Email in the same thread as everything else that person sent, with a signature per user and tracking on what goes out.

✓Same thread

✓Signature per user

✓Delivery tracking

Your Own Website

The chat widget is a channel like any other. A visitor who never gives you a number still becomes a conversation.

✓One line of script

✓Greeting and offline mode

✓Answers before a person does

Some things arrive with no connection to set up at all: voicemail transcripts from calls, reviews from Reputation, incidents from Signal, unresolved chatbot handoffs, and Forms submissions. Each becomes a conversation you can assign, escalate and survey like any other.

Live Chat for Your Website

A widget on your site. Conversations in your inbox.

One line of script and a visitor reading a page reaches the same queue as a customer on WhatsApp. The same key runs on any surface you publish, a client portal or a published app, so somebody who never gives you a phone number still becomes a conversation on a contact.

It Looks Like You

Colour, text colour, corner, title, subtitle and greeting. A badge that belongs to your site rather than to somebody else.

Ask Before They Type

Optionally require an email before the chat starts, so an anonymous visitor arrives in the queue as somebody you can answer tomorrow.

When Nobody Is On

An offline message you write, instead of a chat box that looks live and answers nothing. The message still becomes a conversation somebody picks up.

Answers First, Hands Over Second

Common questions are matched against your own content and handled in the widget. When a person takes over they take over the same thread, with everything already typed.

Getting the message is the easy part. Deciding who answers, and how fast, is the job.

Who Answers, And By When

Assign it by rule. Escalate it by clock.

Rules assign a conversation by the channel it came in on, the language it is written in, the department it belongs to, or a condition you write yourself. A policy sets how long it may sit, and a breach raises an escalation somebody has to resolve.

It Arrives

A message lands from whichever channel the customer used, on the contact record they already have.

→

A Rule Assigns It

Rules match on channel, customer type, language, department or a custom field, then spread the work round robin, load-balanced or skill-based. Priority ordering with first-match logic, and manual override always available.

→

The Clock Starts

First-response and resolution targets apply per channel and priority. The countdown is visible on the thread, not buried in a report nobody opens.

→

A Breach Escalates

Threads that breach a target or need a supervisor move to a priority queue, the moment the threshold is crossed.

Inbox · Routing rules

Rule	Type	When	Assignees	Priority	Status
WhatsApp to the front desk	Round Robin	Channel is WhatsApp	4 agents	1	Active
Owners go to the manager	Skill-Based	Audience Type is Owner	1 agent	2	Active
Spanish-language enquiries	Skill-Based	Sender Role is es-speaker	3 agents	3	Active
Web chat, spread the load	Load Balanced	Channel is Web Chat	6 agents	4	Active
Vendor mail to operations	Round Robin	Audience Type is Vendor AND Channel is Email	2 agents	5	Inactive

When…

all of the following

No conditions yet

then

Inbox · SLA policies

On Track

164

At Risk

Breached

Normal

At Risk

Critical

Policy	Type	Priority	Target	Status
First Response — Urgent	First Response	Urgent	15 min	Active
First Response — High	First Response	High	30 min	Active
First Response — Normal	First Response	Normal	2 hrs	Active
Resolution — Urgent	Resolution	Urgent	4 hrs	Active
Resolution — Normal	Resolution	Normal	1 day 4 hrs	Inactive

When The Clock Runs Out

A breach becomes somebody’s job.

Threads that breach a target, or that the assistant is not confident about, raise an escalation with the customer's own words attached and a level saying who has to look. Resolving one sends the reply on the channel it came in on, and can file the answer in the knowledge base so the next one does not escalate.

Service	Reason	Level	Message	From	When	Status
WhatsApp	Emergency	Manager	No hot water in the villa since last night and nobody has come.	Marta Peña	12m ago	Pending
Web chat	Customer Request	Manager	I would like to speak to whoever handles refunds, please.	Diego Santos	48m ago	Pending
Instagram	Low Confidence	Concierge	Does the September rate include the airport transfer both ways?	Elena Rossi	2h ago	In Progress
SMS	Timeout	Concierge	Still waiting on the deposit link.	Kwame Mensah	3h ago	In Progress
Booking platform	Complex Query	Subscriber	Guest wants to split the booking across two rooms and two cards.	Chloé Martin	Yesterday	Resolved
Messenger	Low Confidence	Subscriber	Is parking free?	Aisha Bakr	Yesterday	Dismissed

Messages You Send First

An inbox is only half of it. This is the other half.

The answer your team already agreed on, one message to a segment you build yourself, a send queued for Friday morning, and a conversation you start rather than wait for.

The Answer Your Team Already Agreed On

Canned responses written once and sent by everybody, so the fourth person to answer a question answers it the way the first one did. The same library feeds the replies the assistant suggests.

Inbox · templates in the composer

Late checkout · approved/late

Deposit termsused 214 times

Airport transferused 168 times

Edited onceeverybody sends the new one

Same libraryfeeds suggested replies

One Message, To A Segment You Build

Build the audience out of conditions on your own contacts, with consent required and counted, and see how many people it will reach before you commit. Replies come back as conversations in the same queue.

Inbox · who this broadcast will reach

Audiencetag is vip

andcountry is Colombia

andlast message within 90 days

Will reach1,284 people

Consentrequired, and checked

Repliesland back in the queue

Written Now, Delivered Later

Queue a message for a time you choose, on the channel you choose, and it waits in the scheduled list until then. Cancellable up to the moment it goes.

Inbox · queued to go out later

Pre-arrival noteFri 08:00

ChannelWhatsApp, then SMS

Writtennow, by whoever is on shift

Waiting7 more sends

Cancellableuntil it goes

Start It Yourself

Open a conversation with somebody who has not written to you, against the contact that already exists rather than a phone number typed in twice.

Inbox · starting the conversation yourself

ToRobert Chen

ChannelSMS

Contactmatched, not retyped

Brand checkpassed before send

Resulta thread like any other

Inbox · templates in the composer

Late checkout · approved/late

Deposit termsused 214 times

Airport transferused 168 times

Edited onceeverybody sends the new one

Same libraryfeeds suggested replies

Handling That Runs Itself

Set the handling once and let it run.

Six triggers — a new message, a keyword, a channel, an SLA breach, a tag, an assignment — then four conditions and seven actions, including escalate, webhook and wait. Each workflow shows how many times it has fired and when it last did, so an automation that quietly stopped working is visible rather than assumed.

Workflow	Trigger	Steps	Triggered	Last Run	Status
Greet and triage new conversations	New Message	4 steps	3,184	2m ago	Active
Chase an unanswered thread after 30 minutes	SLA Breach	3 steps	216	41m ago	Active
Tag anything mentioning a refund	Keyword Match	2 steps	148	3h ago	Active
Route booking-platform threads to reservations	Channel Type	3 steps	902	5h ago	Active
Ask for a rating when a thread closes	Tag Added	2 steps	1,477	18m ago	Active
Handover note when a conversation is assigned	Conversation Assigned	5 steps	0	Never	Inactive

AI In The Composer

Draft it, translate it, or catch up on it.

The assistant sits where the typing happens, not in a separate console. Nothing sends until a person sends it, no model is trained on your data — what changes is the material it writes from, which is your own corrections and your own knowledge base — and an account with AI switched off is billed nothing at all.

Smart Draft

Ask for a full reply and get one ready to edit, written from the conversation so far. Set the tone you want. Nothing sends until you send it.

Suggested Replies

Three ranked options appear in the composer, each categorised and scored for confidence, drawn from the conversation and your knowledge base. Pick one, edit it, or ignore all three.

Read It In Yours, Send It In Theirs

Translate an inbound message into your own language to read it, then write your reply in yours and send it in theirs. The outbound translation matches the tone of the customer own words rather than reading like a manual.

Catch Up On A Long Thread

Pick up a conversation somebody else was handling and ask for the state of it. A few sentences come back covering what was asked, what was promised, and where it stopped, so a handoff does not start with scrolling.

Alert Rules

Watch for a keyword or a shift in sentiment and get told before a conversation turns into a complaint. Rules cover VIP senders and SLA pre-warnings, so the thread that needs a person reaches one.

It Learns From Your Corrections

Thumbs-down a draft and correct it, and the correction is kept. Approve one and it joins the examples the assistant writes from, so the drafts start sounding like your business instead of like software.

Before It Goes Wrong

Have it watch for the words you never want to miss.

Write a rule the same way routing writes one: on the message text, on the sentiment, on a keyword. Give it a severity, pick the channel it notifies you on, or have it escalate by itself. The words that matter to your business are the ones you choose, not a vendor's default list.

Alert	Keywords	Notify	Severity	Status
Anything angry	unacceptable, terrible, refund now	Push	High	Active
Legal words	lawyer, court, chargeback	Email	High	Active
Negative sentiment, any channel	—	In-App	Medium	Active
Safety mentions	injured, ambulance, fire	SMS	High	Active
Cancellation intent	cancel, move my booking	In-App	Low	Inactive

When…

all of the following

No conditions yet

then

What The Assistant Knows

Write the answer once. It answers from there.

Put your real answers into a knowledge base and the drafts stop being generic. What the assistant suggests comes from what your business says about its own prices, policies and hours, so the reply a customer gets is the one you would have written.

What is the cancellation policy for my reservation next week?

Suggested Replies

Our standard cancellation policy allows free cancellation up to 48 hours before check-in. Your reservation on the 18th qualifies for a full refund if cancelled before the 16th.

Cancellations within 48 hours of check-in are subject to one night's charge. Would you like to proceed with cancellation or modify your dates?

Knowledge Base

Article repository with rich text editor, category tagging, and version history. Search-indexed for AI retrieval.

Suggested Replies

Drawn from your knowledge base articles, this contact history, and the conversation itself. Ready within 200ms of opening the thread.

AI Alert Rules

Configurable rules that flag sentiment shifts, keyword matches, VIP messages, and SLA breach pre-warnings.

Inbox · Knowledge base

Title	Category	Preview	Status
How to request a late checkout	Bookings	Late checkout to 14:00 is free when the room is not turning over the same day. Ask the front desk the evening before…	Published
Deposit and cancellation terms	Billing	A 30% deposit holds the booking. It is refundable up to fourteen days before arrival, after which…	Published
Getting here from the airport	Travel	The transfer takes about fifty minutes. We can arrange it at booking, or you can take a taxi from…	Published
Which rooms take a third bed	Rooms	Bungalows 2, 4 and 7 take a rollaway. The terrace rooms do not, because of the balcony door…	Published
Dietary requirements at dinner	Food & drink	Tell us at least a day ahead and the kitchen will adjust the tasting menu. Coeliac and nut allergies…	Published
Group bookings over eight people	Bookings	Draft — needs the new terrace minimum before this goes live.	Draft

Analytics & CSAT

How fast you answer, and whether it worked.

Response time, resolution rate, where the volume actually came from, and what customers said about it afterwards. Broken out per agent and per channel, each against the period before, so you see the week you got worse rather than finding out from a review. When a conversation closes, the survey goes out on the channel they used.

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, and channel mix over time.

CSAT & Satisfaction

Three scale types, sent automatically on close, with score trends per agent and channel.

Post-Conversation Survey

Triggered automatically on close. Customizable rating scale. Optional follow-up question. Delivered on the channel the customer used.

CSAT Dashboard

Satisfaction scores over time. Filter by agent, channel, department, date range. Trend lines that help you spot issues before they compound.

The Customer, Already On Screen

The message arrives on the person who booked it.

The bookings, the orders, the memberships and the door events are already rows in this account. A conversation arriving from any channel lands on the same person those rows belong to, which is why the customer is on screen before anybody starts typing.

One Contact, Every Channel

Organised around people, not around channels.

A voicemail, a call, a meeting and its transcript, an email, a text and a social message are the same kind of thing here: one message, on one person. The channel is something a message has, not somewhere it lives — which is why the panel beside the thread can already show you what they booked.

Inbox · the panel beside the thread

Marta Restrepoone contact

BookingsBungalow 4 · arrives Sat

Orders2 in the last 30 days

Registrymember since 2024

Accessgate opened 08:12

Fetched fromthe same database

Link · M. Restrepo, one timeline

Search the nameevery channel comes back

Five reads through one adapter

Contacts, Bookings, Orderflow, Registry and Access, through the same account-scoped adapter those apps use themselves. There when the thread opens, not fetched once somebody asks.

It is not a copy

The bookings are the bookings and the orders are the orders. A change made in either app is what the next person to open this thread reads.

Every channel, one record

The sender resolves to the account’s canonical person before the thread exists, so searching a name returns the call, the email, the meeting and the text together.

Each section stands on its own

An account running two of the five gets a panel with two sections, and the one with nothing to show drops out rather than taking the panel down.

After The Reply

A message that needs more than an answer becomes the thing it needs to be.

Each of these is one action that writes to the rows the receiving app already reads, on the contact the conversation is already on. Nothing is copied between two products, and nothing is downloaded to be uploaded again.

Raise a Desk case without moving the conversation

One button above the thread opens a linked case that carries the customer and the history. The conversation stays here and the ownership goes there, so somebody who wrote last month and raised a ticket this morning is still one person.

Desk · a ticket raised from the thread

#4482 · Restrepofrom Inbox

Opened byone button above the thread

Carriesthe customer and the history

Conversationstays here, linked

Two records of one personnone

A queue customers can write to is only safe to open if the account, and not the inbox, decides what happens in it.

The Part You Only Notice When It Is Missing

The account governs the queue. The queue does not govern itself.

Settings that are shared rather than duplicated, a brand check before anything goes out, screening before anything public comes in, agents who are the people you hired, and a record of every notification the system claims it sent.

Settings That Are The Account’s, Not The Inbox’s

Messaging settings written here land in the same account store the rest of the platform reads and writes, so business hours set once are the same hours everywhere.

Purview · one messaging settings row

Written hereor in Purview

Stored inthe account settings store

Read byboth, immediately

Business hoursthe account’s, not the inbox’s

Second source of truthnone

Nothing Goes Out Off-Brand

Outbound compositions and the templates behind them run a brand pre-flight against your own profile before they send, with the issue named and a fix offered. An account with no profile set is never blocked by a check it cannot pass.

Ethos · pre-flight on an outbound reply

Checked againstyour brand profile

Tonewithin range

Banned phraseflagged with a fix

Templateschecked when written

No profile yetnothing blocks

The Public Cannot Flood The Queue

Messages from the open channels, the widget and social DMs, are screened on arrival. Clear junk is held back and what is borderline is delivered and flagged, which is the opposite of a filter that quietly eats a real customer.

Inbox · screening what the public sends

Website chatscreened on arrival

Social DMsscreened on arrival

Spamheld back

Borderlinedelivered, flagged for review

Agents openthe real conversations

Agents Are People You Hired

The people who can answer are the account members, read from the one roster the whole platform uses. Nobody maintains a second list inside the inbox.

Inbox · who can answer

Ana Martinezadded when she was hired

Sourcethe account roster

Availabilityonline · away · do not disturb

Routing reads itbefore handing over a thread

Second directorynone

Told In The App, On The Phone, And In A Log

In-app notifications, push to a device, a live stream that needs no polling, per-person preferences, and a delivery log that says what was actually sent.

Inbox · being told, and proving it

New assignmentin app and on the phone

Live streamno refresh, no polling

Delivery logwhat was sent, and when

Preferencesper person

Outbound webhookyour system hears it too

Purview · one messaging settings row

Written hereor in Purview

Stored inthe account settings store

Read byboth, immediately

Business hoursthe account’s, not the inbox’s

Second source of truthnone

Companion apps

Where Inbox touches everything else.

7 of these 7 connections are in your plan today. The rest stay visible so you know the instrument is there before you need it.

Inbox

Mail

Voice

Live

Orbit

Link

Equipo

Identity

Mail

Email on your own domain arrives in the same thread as the SMS and the chat from the same person.

Learn more →

Voice

A caller who also wrote to you is one person with one history, not a phone log beside an inbox.

Learn more →

Live

A website chat that goes unanswered becomes a thread here rather than a session that ended.

Learn more →

Orbit

The record behind the message is assembled from the apps that wrote it, not from an inbox contact list.

Learn more →

Link

Every message saves to the one contact timeline, so the person writing is not a separate inbox identity.

Learn more →

Equipo

A thread the team needs to discuss moves to an internal channel without leaving the customer record.

Learn more →

Identity

A request that needs the sender verified runs a check against the record the thread is on.

Learn more →

Pricing

No setup cost. Pay when you start using.

One inbox for every customer message.

Calisto Inbox

Unified inbox across email, SMS, chat, and social.

€13/user/mo

Start Now

Works better together

Inbox runs on its own. Every Interact app it sits beside is priced on its own too.

Priced per app

Mail

€4/mailbox/mo

Voice

€13/user/mo

Live

€13/user/mo

Link and Orbit

Carried by any Interact app

Start Now

Recommended for you

Works well together.

Calisto Mail

Business email, included with every Calisto account.

Learn more →

€0/mo

Start Now

Calisto Voice

Business phone system.

Learn more →

€13/seat/mo

Start Now

Calisto Live

Live chat on your website and mobile site.

Learn more →

€13/user/mo

Start Now

Calisto Orbit

Included with any Interact app

Contacts management system.

Learn more →

0Additional Cost

See Calisto Interact

Calisto Link

Included with any Interact app

Unified communications platform.

Learn more →

0Additional Cost

See Calisto Interact

Calisto Equipo

Internal team communication.

Learn more →

€6/user/mo

Start Now

Calisto Identity

KYC identity verification.

Learn more →

€1per Level 1 check

Start Now

Everything. One Price.

Everything included in Calisto Inbox.

The Desk

One conversation thread per contact across every channel
Three-pane workspace: list, thread, customer panel
Assign and reassign from the account roster
Internal notes your team sees and the customer does not
Status: open, pending, resolved, closed
Tags, and custom fields of your own on a conversation
Snooze until a time you pick
Bulk assign, tag, untag and close across a selection
Full-text search inside message bodies, phrase highlighted
Attachments in and out, previewed in the thread
Command palette and keyboard shortcuts
Live updates without a refresh
Agent availability: online, away, do not disturb
Duplicate contacts detected and merged from the sidebar
Conversation export in a standard format

Channels

WhatsApp Business, on your existing account
SMS, on your business number
Instagram DMs, story replies and comment responses
Facebook Messenger
TikTok DMs
Email, with a per-user signature and delivery tracking
Website chat widget
Booking-platform and OTA guest messages, mapped per property
Inbound feeds: voicemail, reviews, incidents, form submissions

Website Widget

One line of script on any surface you publish
Colour, text colour and corner
Title, subtitle and greeting
Offline message when nobody is on shift
Optional email capture before the chat starts
Answers common questions from your own content
Handover to a person on the same thread

Routing & SLA

Rules on channel, audience type, sender role and entity
Round-robin, load-balanced and skill-based assignment
Priority ordering with first-match logic, manual override always
First-response and resolution targets per channel and priority
Breach sweep with alerts, and breach reporting
Escalations with levels, states and a resolution path
Resolving an escalation can file the answer in the knowledge base

Outbound

Template library shared across the team
Broadcasts to an audience you build from conditions
Reach counted before the send, consent required and checked
Replies to a broadcast arrive as conversations
Scheduled sends across channels, cancellable until they go
Compose a new conversation against an existing contact

Automation

Workflow editor: an ordered trigger, condition and action sequence
Six triggers, including keyword match and SLA breach
Four conditions on channel, audience, keyword and tag
Seven actions, including escalate, webhook and wait
Run count and last-run time on every workflow
Scheduled sweeps for SLA and workflow execution

The Assistant

Smart Draft: a full reply in the tone you pick
Suggested Replies: three ranked options, scored and categorised
Translation in both directions
Thread summary for a conversation you inherited
Alert rules on keyword, sentiment, VIP sender and SLA pre-warning
Corrections kept, approved replies promoted to examples
Knowledge base articles as the answering source
Nothing sends until a person sends it

Measurement

Volume, peak hours and channel mix
First-response time, average response time and distribution
Time-to-resolution, resolution rate and re-open rate
SLA compliance, per channel and per agent
Agent performance across the team
CSAT sent automatically when a conversation closes
Survey results per agent, per channel and over time

Platform Connections

Customer panel: Contacts, Bookings, Orders, Registry, Access
Desk: a linked ticket raised from the thread
Link: the same messages, from one source, rendered in both apps
Depot: attachments filed against the person who sent them
Orbit: the same history read as a relationship
Identity: the sender resolved to the account contact
Voice, Reputation, Signal and Forms as inbound feeds
Sites, Navigator and Apps: the same widget on any surface
Campaigns: marketing sends go out through this channel engine
Outbound webhooks for conversation events

Administration

Messaging settings shared with the account, not owned by the inbox
Brand pre-flight on outbound compositions and templates
Inbound screening for spam and abuse on public channels
Agents are account members, from the one roster
In-app and push notifications, with a live stream
Notification preferences per person and a delivery log

Honest answers

Questions about Calisto Inbox

WhatsApp, SMS, Instagram, Messenger, TikTok, booking platforms and your website, as one thread per person rather than one thread per channel. A customer who starts on Instagram and finishes on WhatsApp is one conversation.

Routing decides who, an SLA decides how fast, and both are yours to set. Without those two an omnichannel inbox is just more places to miss something.

Inbox is the customer conversation. Link is every conversation with a person including internal ones. Desk is when a conversation becomes a ticket with a resolution owed. They read the same message store.

Where a channel exposes history, yes. In practice most businesses connect the channels and carry forward the open conversations rather than the archive.

The pricing section on this page reads the live catalogue and is the authority. There are no per-agent seat fees, and Inbox works without the rest of Calisto Interact.

Yes, exportable in standard formats against the contacts it belongs to. The messages are one source rendered in both Inbox and Link rather than a copy in each, and attachments file into Depot against the person who sent them, so the history sits on the customer rather than inside one app.

One line of script on the page. The greeting, the colours, the corner it sits in, the offline message and whether an email is asked for before the chat starts are all configured here, so changing any of them does not mean changing the site. Common questions are answered from your own content, and what needs a person becomes a conversation in the same queue.

It drafts a reply from the conversation, suggests three ranked options, translates in both directions, summarises a thread you inherited, and raises an alert on the keywords and sentiment you choose. Nothing sends until a person sends it. It runs when you ask it to, and it bills nothing when the account has AI switched off.

Anybody on the account, because a customer conversation belongs to the business rather than to the person who happened to answer it. Who it is assigned to decides who owns it, not who may read it, and the people who can answer are the account members, from the same roster the rest of the platform reads.