One inbox for website chat and Telegram today, and more channels as they connect
Written by the Allinaa team · Updated
Customer messages scatter fast: the website chat, a messaging app on the owner's phone, an email someone forgot to forward. Premium brings the website chat and Telegram into one inbox today, with e-mail and other channels as they are connected, and your team can read the conversations, reply and take over from the AI. This page says exactly which channels are in it today and which follow once each platform approves Allinaa.
Messages scattered across apps
When each channel lives in its own app, the same customer can ask twice and get two different answers. A question can sit unread because everyone assumed someone else saw it. And nobody can tell at a glance what is still open. One inbox doesn't make customers write less. It makes it obvious who is handling what.
What's in the inbox today: website chat and Telegram
- Website chat: every conversation from the Allinaa widget on your site.
- Telegram: you connect your own Telegram bot, which you create for free with Telegram's @BotFather, in the cabinet. Messages to it go to your AI assistant, which answers from the same approved knowledge, and the conversations appear in the inbox. Customers can send photos and documents there too.
Telegram has no request form, so when a Telegram customer wants a quote or a follow-up, the assistant passes the conversation to your team instead of offering a form. Setup steps are in Telegram channel.
Channels added once each platform approves Allinaa
Connections for WhatsApp, Facebook Messenger, Instagram and several other messaging apps are built and tested against simulated versions of each platform's API. They become available once the platform approves Allinaa, through each platform's own business review. Until then they are not available to customers, and we don't give dates we don't control. Some platforms also charge the business their own messaging fees, and we tell you about those before you connect. A connection for your own support mailbox is built as well; it is not yet verified with a real mailbox. The current state of each channel is on Chat channels.
Replying and taking over from the inbox
From the inbox, a team member can:
- read the full conversation, including what the AI already said;
- take over, which pauses the AI for that one conversation;
- reply as themselves;
- hand the conversation back to the AI, or end the human part.
Only one person holds a conversation at a time, so two colleagues don't answer the same customer. The full takeover flow, including what the visitor sees, is described in Human handoff and live takeover.
Team roles
Premium includes named accounts for up to 5 people with the roles owner, administrator and operator. Operators answer conversations. Administrators also manage the assistant and can take over a conversation held by someone else. The owner controls everything, including the team. Named accounts give you a record of who replied.
Unified inbox vs. inquiry inbox
| Unified inbox (Premium) | Inquiry inbox (Standard and Premium) | |
|---|---|---|
| What it holds | Conversations, message by message | Requests visitors confirmed with consent |
| Main action | Read, reply, take over, hand back | Set a status, add private notes, export |
| Channels | Website chat and Telegram today | Requests sent with the website chat form |
| Typical question | "Who is talking to us right now?" | "Which leads still need a call back?" |
Most teams use both: the unified inbox during the day, and the inquiry inbox for follow-up work.
Questions and answers
Do I need my own Telegram bot?
Yes. You create one for free with Telegram's @BotFather and connect it in the Allinaa cabinet. Customers then message that bot.
When will more messaging apps be in the inbox?
WhatsApp is built and will be available once the platform approves Allinaa. We can't give a date because the review is controlled by the platform.
Does the AI answer on Telegram too?
Yes, from the same approved knowledge as your website chat. When a Telegram customer needs a quote or a follow-up, the conversation is passed to your team.
Is the unified inbox included in Standard?
No. Standard has the inquiry inbox for website requests. The unified inbox with live replies is a Premium feature.