Inbox
One inbox for web chat and SMS, on the customer record
Answer website chats and text messages from one place. Every conversation opens or creates the contact, so their orders, enquiries and tasks are in view while you reply.
- Web chat on your website
- SMS through your own Twilio
- WhatsApp and AI voice coming soon
Why Elara One Inbox
Every reply with the whole customer in view
Instead of: Chats in one app, texts in another
Every channel in one list
Web chat and SMS conversations arrive in one inbox per store, ready to assign.
Instead of: Replying without context
The customer beside the chat
Lifetime spend, latest order, owner, open tasks and consent sit next to the conversation.
Instead of: Messages nobody answered
No reply? A flow notices
The “No reply” trigger fires when a message goes unanswered or a lead’s response target passes.
Instead of: Another phone number to manage
Your own Twilio number
SMS runs through your own Twilio account, so your number and its history stay yours.
Conversations
Reply fast, with everything in view
The inbox is part of the customer record, so a conversation is never just a conversation.
Capabilities
Everything in the Inbox
What the inbox does today, and what is coming next.
Web chat
- A chat widget on your storefront
- Widget settings served from the admin
- Conversations open or create the contact
SMS
- Through your own Twilio account
- Signed webhooks from Twilio
- Replies from the inbox, with templates
Working the inbox
- One inbox per store
- The contact’s orders, tasks and consent beside each thread
- Staff reply with saved templates
- Switch Live chat on or off in Settings, Modules
Automation
- “Message received” starts a flow
- “No reply” after your message, or after a lead’s response target
- Flows send SMS and email
Coming soon
- WhatsApp through your own Twilio account Coming soon
- AI voice calls through your own Vapi account Coming soon
- Call outcomes on the customer’s timeline Coming soon
Channels
Web chat and SMS today. More on the way.
Every channel lands in the same inbox and on the same customer record. WhatsApp and AI voice are built and being checked on live accounts.
- Live
Web chat
- A chat widget on your website
- Settings served from your admin
- Opens or creates the contact
- Live
SMS
- Through your own Twilio number
- Signed webhooks
- Replies from the inbox, with templates
- Coming soon
WhatsApp
- Through your own Twilio account
- Approved message templates
- Beside web chat and SMS
- Coming soon
AI voice
- Flows phone customers with an AI assistant
- On your own Vapi account
- Each call’s outcome on the timeline
Works with the rest of Elara One
One platform, one customer record
Inbox shares its customers, data and admin with every other module, so nothing needs syncing.
CRM
Contacts, companies, tasks, lists and lead routing.
Every conversation opens or creates the contact, and lands on their timeline.
Automation
Flows that email, text, assign and update records.
“Message received” and “No reply” start flows that assign, remind and follow up.
Commerce
Catalogue, checkout, promotions, shipping and payments.
Answer “where is my order?” with the order, its status and its timeline in view.
Plans and pricing
Included from Growth
The inbox is included on Growth and Scale plans, and is an add-on on Starter. It works the same on Leads and Commerce.
See pricingWhich channels does the inbox cover?
Do I need a Twilio account?
Which plans include the inbox?
Does a chat create a contact?
Can I make sure no message is left unanswered?
Answer every customer from one inbox
Get started with web chat and SMS today, or book a demo and see a conversation land on the record.