Unified Inbox

Overview

SellPilot ingests inbound customer messages, your outbound replies, and echo events from each provider. Every event is deduplicated by provider message id and tagged with its source channel. Replies you send from another tool (the native Messenger app, the Instagram app, the merchant phone) still appear in the timeline because the echo is captured.

Best practices

• Assign conversations to teammates so customers get a consistent owner.
• Use internal notes to coordinate without messaging the customer.
• Close conversations once resolved — open count is a real workload signal.

Diagnostics

• Verify the channel shows Connected on the Channels page.
• Verify the conversation timeline shows both inbound and outbound (echoes) messages.
• Verify the conversation has a Source badge matching the channel.