ChannelHub — Multichannel inbox
ChannelHub is BiVelio’s unified communications inbox. It centralizes all incoming messages from WhatsApp, Telegram, Email and WebChat in a single interface, allowing your team to respond from one place without switching between applications.
Supported channels
| Channel | Protocol | Features |
|---|---|---|
| WhatsApp Business API (Meta) | Text messages, images, documents, HSM templates | |
| Telegram | Bot API | Text messages, files, commands, groups |
| Gmail / IMAP | Receive and send, attachments, conversation threads | |
| WebChat | Embeddable widget | Live chat on your website, with AI agent response |
Unified interface
The ChannelHub interface is designed to maximize team productivity:
Conversations panel
The left column shows all active conversations, ordered by last message. Each conversation displays:
- Channel icon — immediate visual identification of the source (WhatsApp, Telegram, Email, Web)
- Contact name — automatically parsed from the channel format
- Last message preview — first words of the last message received
- Timestamp — time of the last message
- Status — unread, replied, assigned, archived
- Labels — customizable tags to categorize conversations
Conversation panel
The central area shows the complete thread of the selected conversation in chat format:
- Contact messages aligned to the left
- Team replies aligned to the right
- Inline rendered attachments (images, PDFs, documents)
- Indicator of the operator who replied to each message
Context panel
The right column shows contextual information about the contact:
- CRM data (name, company, phone, email)
- Associated cases
- Previous interaction history
- Internal team notes
Key features
Smart assignment
Conversations can be automatically assigned according to configurable rules:
- Round-robin — equitable distribution among available operators
- By skill — assignment based on operator specialty
- By channel — operators dedicated to specific channels
- Manual — direct assignment by an administrator
Quick replies
Configure predefined reply templates to speed up response times:
- Templates by channel (with HSM support for WhatsApp)
- Dynamic variables (contact name, case number, etc.)
- Keyboard shortcuts for quick insertion
Automatic case creation
When a message arrives about a new topic, ChannelHub can automatically create a case:
- Detection of new conversation vs. follow-up on existing topic
- Priority assignment based on rules or AI analysis
- Automatic linking to the CRM contact
Autonomous AI agents can be configured to automatically respond to incoming messages, perform triage and escalate to the human team when necessary. See AI Agents.
Internal notes
The team can add internal notes to any conversation, visible only to workspace members. Useful for sharing context between operators without the contact seeing the internal communication.
ChannelHub metrics
The Dashboard includes ChannelHub-specific metrics:
- Message volume by channel and period
- Average first response time
- Unanswered conversations
- Load distribution by operator
- First-response resolution rate
Integrations
ChannelHub integrates natively with:
- CRM — contact and company data always visible
- Cases — direct creation and linking from the conversation
- AI Agents — automated response and intelligent triage
- Workflows — process triggering from communication events
- Documents — attachments automatically associated with the case