Managing customer communications across multiple channels can be overwhelming. Phone calls, text messages, voicemails, and internal team discussions often happen in separate places, making it difficult to track conversations and provide consistent customer service.

Calilio's Unified Callbox solves this problem by bringing all your communication channels into one centralized platform. Whether you're making calls, sending messages, reviewing voicemails, or collaborating with your team, everything happens in a single, intuitive interface.

This comprehensive guide explores every feature of the Unified Callbox and how it can transform the way your business communicates. 

What is Calilio Unified Callbox?

The Unified Callbox is Calilio's centralized communication hub that consolidates all customer interactions—calls, SMS, MMS, voicemails, and scheduled messages—into one organized workspace. Instead of juggling multiple tab, your team can manage every conversation from a single screen.

Think of it as your communication command center where you can:

• View complete conversation histories with customers
• Make calls and send messages without switching platforms
• Access call recordings and voicemails instantly
• Collaborate with team members on customer interactions
• Track and manage all ongoing conversations efficiently
• Scheduled Message for customers
• Forward chat to email
• Pin message/ pin conversation
• Call transactions
• Search message

Core Interface Overview

The Unified Callbox is organized into three main sections:

Left Panel: Conversations List

Displays all your conversations in chronological order, showing:

• Contact names or phone numbers
• Most recent message or call status
• Date and time of last interaction
• Conversation type indicators (calls, messages, missed calls)
• Visual badges for unread or urgent conversations

Center Panel: Active Conversation

Your main working area where you:

• View complete conversation history
• Send and receive messages
• Make calls directly
• Access voice messages and recordings
• Schedule future messages

Right Panel: General Info

Provides detailed contact information including:

• Contact attributes (name, number, email, address, company)
• Contact tags for categorization
• Quick access to call and message options
• Timezone information for better scheduling

Key Features of the Unified Callbox

1. Make Calls Directly from the Interface

No need to pick up your phone or switch to a dialer app. The Unified Callbox lets you initiate calls with a single click.

How it works:

• Click the "Call" button in the General Info panel or conversation header
• The call connects through your Calilio number
• Conversation continues seamlessly in the same window
• Call duration and status are automatically logged

2. Send Messages and MMS

Text messaging is integrated directly into the Unified Callbox, supporting both SMS and MMS (multimedia messages).

Messaging capabilities:

• Text Messages (SMS): Send standard text messages up to 160 characters
• Multimedia Messages (MMS): Share images, videos, and files with customers
• Emoji Support: Add emojis to make messages more personable and engaging
• Message Templates: Save frequently used responses for quick replies

How to send messages:

1. Type your message in the input field at the bottom of the conversation
2. Click the emoji icon to add emojis
3. Click the + icon to attach images or files for MMS
4. Press the send button (paper airplane icon) or hit Enter

Note: Please note that your number should have MMS capability to send MMS.

3. Send Voice Messages

Sometimes speaking is faster and clearer than typing. The Unified Callbox allows you to record and send voice messages directly within conversations.

How to send voice messages:

1. Click the microphone icon in the message input area
2. Record your message (you'll see a recording timer)
3. Review your recording if needed
4. Send the voice message to the customer

Voice message features:

• Clear audio quality for professional communication
• Playback controls with timestamps
• Download option for saving important voice notes
• Visual waveform display showing message length

4. Schedule Messages

Plan your communications in advance with the message scheduling feature. Perfect for sending reminders, follow-ups, or messages across different time zones.

How to schedule messages:

1. Type your message in the input field
2. Click the dropdown arrow next to the send button
3. Choose from preset options:

• Send after 5 minutes
• Send after 15 minutes
• Send after 30 minutes
• Send after 1 hour
• Custom (set your own date and time)

4. Confirm your schedule, and the message will be sent automatically

Scheduled message management:

• View all scheduled messages with the notification: "X messages scheduled to be sent"
• Click "See all Scheduled Messages" to review pending messages
• Edit or delete scheduled messages before they're sent
• Reschedule messages to different times if plans change

5. Forward Chat to Email

Need to share conversation history with team members or store records externally? Forward entire chat conversations directly to email addresses.

How it works:

1. Click the Options menu (three dots) in the General Info panel
2. Select "Forward Chat to Email"
3. Choose the date range for messages to include
4. Select recipients (team members or external contacts)
5. Add a subject line and click "Forward Chat to Email"

6. Track Customer Interactions with Notes and Tags

Keep detailed records and organize your contacts efficiently using the built-in notes and tagging system.

Contact Attributes

The General Info panel displays all essential contact information:

• Name: Customer or contact name
• Number: Phone number with country code
• Email: Email address for additional communication
• Address: Physical location or mailing address
• Company: Business affiliation
• Website: Company website URL
• Time Zone: Automatically displays customer's local time

You can add or edit any of these fields by clicking on them, ensuring your contact database stays current and complete.

Contact Tags

Tags help you categorize and filter contacts for better organization and targeted communication.

How to use tags:

1. Scroll to the "Contact Tags" section in the General Info panel
2. Select existing tags or Create new custom tags specific to your business needs
3. Filter conversations by tags to find specific customer groups quickly

Conversation History

Access complete interaction history including:

• Call History: View all past calls with duration and time
• Message History: Review entire SMS/MMS conversation threads
• Voicemails: Listen to all received voicemails
• Call Recordings: Playback recorded conversations
• Notes: Add internal notes visible only to your team

7. Call Recording Playback

Review past conversations for quality assurance, training, or dispute resolution with the built-in call recording feature.

Accessing call recordings:

1. Navigate to the conversation in your Unified Callbox
2. Locate the recording within the message thread (marked with a recording icon)
3. Click the play button to listen
4. Use playback controls to pause, rewind, or skip forward
5. Download recordings for offline storage if needed

Recording features:

• Timestamp Display: See exact time when recording was made
• Playback Speed Control: Listen at 1x, 1.5x, or 2x speed
• Download Option: Save recordings to your device
• Waveform Visualization: See audio levels and navigate easily
• Duration Display: Know the exact length before playing

8. Pin Important Messages

Never lose track of critical information. Pin specific messages or entire conversations to keep them easily accessible.

Pin Individual Messages

How to pin a message:

1. Click the Options Menu (three dots on the left side) of the message that you want to pin.
2. Click the pin icon that appears
3. The message moves to a pinned section at the top of the conversation
4. Unpin anytime by clicking the pin icon again

Best for:

• Customer addresses for deliveries
• Important dates and deadlines
• Specific customer requests or preferences
• Reference information needed frequently

Pin Entire Conversations

How to pin a conversation:

1. Click the Options Menu (three dots on the right side) on the conversation
2. Select "Pin Conversation"
3. The conversation stays at the top of your conversations list
4. Access it instantly without scrolling or searching

Best for:

• VIP customers requiring immediate attention
• Ongoing projects with frequent updates
• Hot leads that need constant follow-up
• Customer issues requiring resolution
• Team members you communicate with regularly

9. Call Transcript

• Complete text transcription of the conversation
• Searchable text for finding specific information
• Easy to scan and reference key points
• Exportable for documentation and reporting

10. Open and Close Conversations

Manage your communication flow efficiently by marking conversations as open or closed based on their status.

Open Conversations:

• Active customer interactions requiring attention
• Ongoing issues awaiting resolution
• Sales leads in progress
• Customers expecting follow-up

Closed Conversations:

• Successfully resolved customer issues
• Completed sales transactions
• Inquiries that have been fully answered
• Contacts that don't require further action

How to manage conversation status:

1. Click the "Mark as Closed" button at the top of the conversation
2. The conversation moves to your closed conversations folder
3. Reopen closed conversations anytime if the customer contacts you again
4. Filter your conversations list to show only open or closed items

Benefits:

• Improved Focus: See only conversations that need your attention
• Better Organization: Clear distinction between active and resolved issues
• Performance Tracking: Monitor how quickly conversations are resolved
• Workload Management: Distribute open conversations among team members
• Customer Satisfaction: Ensure no conversation is forgotten or left unresolved

11. Comprehensive Search Functionality

Find any conversation, message, or contact instantly with the powerful search feature.

Search capabilities:

• Message Content Search: Locate specific messages by keywords

How to search:

1. Use the search bar at the top of the conversations panel
2. Type your search message content
3. Results appear instantly as you type
4. Click on any result to open that conversation

12. Call History and Call Log

Access detailed records of all incoming and outgoing calls for complete visibility into your communication activities.

What's included in call history:

• Call Type: Incoming, outgoing, or missed calls (with visual indicators)
• Contact Information: Name and phone number
• Date and Time: Exact timestamp of each call
• Call Duration: Length of conversation
• Call Status: Connected, missed, or forwarded
• Recording Link: Direct access to call recordings (if enabled)

Benefits:

• Review agent productivity and call volume
• Verify call details for billing or records
• Identify peak calling times for staffing decisions
• Track missed calls requiring follow-up
• Monitor average call duration for efficiency

13. Voicemail Management

Never miss important messages with integrated voicemail management directly in the Unified Callbox.

Voicemail features:

• Visual Voicemail List: See all voicemails at a glance
• Playback Controls: Listen to voicemails with play, pause, and skip
• Download Option: Save voicemails for record-keeping
• Notification System: Get alerts for new voicemails

Managing voicemails:

1. Voicemails appear in the conversation thread with the customer
2. Click to play and listen directly in the interface
3. View transcriptions to quickly understand the message
4. Return calls with one click from the voicemail message
5. Delete voicemails once addressed to keep your inbox clean

Additional Communication Features

Emoji Support

Add personality to your messages with a full emoji library, making communications more friendly and engaging.

Canned Responses

Save time with pre-written message templates for common inquiries, available in the message input area.

Multi-Channel Indicators

Visual icons show communication types at a glance—phone icons for calls, message bubbles for texts, voicemail indicators, and more.

Time Zone Display

See each contact's local time zone in their General Info panel, helping you schedule communications appropriately.

Attachment Support

Send and receive images, and directly through MMS within conversations.

Getting Started with Unified Callbox

The Unified Callbox is available to all Calilio users and requires no additional setup. Simply log into your Calilio account and navigate to the Conversations section to access all features immediately.

Quick start tips:

1. Customize your workspace: Arrange conversations by priority and pin important ones
2. Set up contact tags: Create tags that match your business workflow
3. Enable call recording: Turn on recording for quality assurance and training
4. Schedule welcome messages: Set up automated initial responses
5. Train your team: Ensure everyone understands how to use internal messaging
6. Review AI summaries: Make it a habit to check call insights regularly

Frequently Asked Questions

• Is the Unified Callbox available on mobile devices?

Yes, Calilio offers mobile apps for iOS and Android with full Unified Callbox functionality, allowing you to manage communications on the go.

• Can multiple team members access the same conversations?

Yes, conversations are shared across your team (based on permissions), enabling seamless collaboration and handoffs.

• Are call recordings automatically generated?

Call recording must be enabled in your settings. Once activated, all calls are automatically recorded and accessible in the Unified Callbox.

• How long are messages and call recordings stored?

Storage duration depends on your Calilio plan. Most plans include extended storage with options to archive important conversations permanently.

• Can I customize which conversations appear in my Unified Callbox?

Yes, you can filter conversations by status (open/closed), tags, missed calls, and unread messages to focus on what matters most.

• Does the AI call summary work in multiple languages?

AI features currently support major languages. Check with Calilio support for specific language availability in your region.

• Can I export conversation data for reporting?

Yes, you can forward conversations to email and export call logs and transaction data for analysis and reporting purposes.

Advanced filtering:

Combine search with the All Conversation dropdown to filter by:

• All conversations
• Missed Calls
• Incoming Calls
• Outgoing Calls
• Voice Mail
• Scheduled Message

Conclusion

The Calilio Unified Callbox transforms how businesses manage customer communications by consolidating calls, messages, voicemails, and team collaboration into one powerful, intuitive platform. With features like AI-powered summaries, scheduled messaging, call recording, and comprehensive contact management, your team can deliver exceptional customer service while working more efficiently.

Whether you're handling sales inquiries, customer support, or internal coordination, the Unified Callbox provides everything you need to communicate effectively, track interactions thoroughly, and build stronger customer relationships.

Start using the Unified Callbox today to experience the difference that truly unified communications can make for your business.

If you need any help, contact the Calilio support team available 24/7.via the live chat box.

Updated on: 21/11/2025