How to run an omnichannel unified inbox

Step 1: Connect your first Telegram account

Budget: 3 minutes. Go to Settings > Connected Accounts > Add account > Telegram.

CRM Solid uses the full MTProto session protocol - the same one the official Telegram apps use. This means you are connecting your real account identity, not a bot token. You will see either a QR code (scan it from your phone's Telegram app) or a phone-number input (enter your number and the verification code Telegram sends).

Once connected, a colored account chip labelled with your account initials appears in the Inbox account rail on the left side of the inbox view. An online indicator (cyan dot) confirms the session is live.

Session security note: the MTProto session is stored encrypted server-side. If you ever want to revoke it, go to Settings > Connected Accounts and click "Disconnect". Telegram also shows "Active sessions" in its own app where you can see and end the CRM Solid session from there.

Step 2: Connect your X (Twitter) account

Budget: 2 minutes. In Settings > Connected Accounts > Add account > X (Twitter), click "Authorize". You will be redirected to X's OAuth consent screen.

CRM Solid requests DM read and write permission (plus basic profile read). After you approve, you are redirected back and the X account chip appears in the account rail next to your Telegram accounts.

The X icon (a small black-and-white bird logo) appears as the platform badge on every X thread in the list so you can distinguish them from Telegram at a glance.

Step 3: Add any remaining accounts

Repeat the connection flow for each additional account. Use the "+" chip at the bottom of the account rail or go back to Settings > Connected Accounts.

Each account gets a unique color gradient in the account rail. The reply badge in the composer always reflects the active sending identity, so you cannot accidentally cross-post.

Account rail (left column of inbox):

  EM  - Emirhan - Telegram    [3 unread]
  GR  - Growth  - Telegram    [12 unread]
  AS  - Sales   - Telegram
  KT  - Kuran   - X           [1 unread]
  MD  - Mod     - X
  +   - add another account

Unread counts roll up to the total in the inbox header. You can click any chip to filter the thread list to just that account, or leave the view on "All accounts" to see the merged feed.

Step 4: Navigate the unified inbox view

Budget: 2 minutes to orient yourself. Open Inbox from the left navigation. The layout has three columns:

• Account rail (far left): your connected account chips with unread badges. One-click filtering.
• Threads pane (center-left): every DM across all connected accounts, sorted by SLA and last touch. Each row shows the contact name, platform badge, message preview, time, unread count, and any tags already applied.
• Thread view (center-right): the full message history for the selected thread. Contact card on the right sidebar shows lifetime value, lead score, first-seen date, tags, and assigned teammate.

The top toolbar has a search bar (keyboard shortcut Cmd+K / Ctrl+K). Full-text search covers every message, every account, and every internal note across the entire inbox history.

The Filter icon in the Threads pane header lets you narrow the list by: account, tag, status (New / In progress / Closed), assigned teammate, or date range.

Step 5: Assign a thread to a teammate

Open a thread. In the right-hand contact card, find the Assigned section. Click it and pick a teammate from the dropdown. The thread moves to their queue, they receive a notification, and their avatar and "Sales - Online" status appear in the Assigned section.

Alternatively, use the thread action menu (the three-dot icon in the thread header) and choose "Assign to...".

Assignments are visible to the whole team in the thread list (avatar badge) and in the per-rep workload view. The workload view shows open thread counts per teammate so you can see who is at capacity before you assign.

Team tip: agree on a default rule before you go live. A common pattern is "the first rep to open a new thread assigns it to themselves within 5 minutes." Without a rule, threads sit unassigned and fall through the cracks.

Step 6: Tag leads and leave internal notes

Tagging a lead

In the right-hand contact card, find the Tags section. Type a tag and press Enter. Tags are free-form but work best when your team agrees on a taxonomy upfront. Common examples:

#vip             - high-value contact
#lead-hot        - immediate buying intent
#crypto-pay      - prefers crypto payment
#returning       - has bought before
#eu-gmt          - timezone segment
#premium-prospect - targeting the top plan
#support         - needs support, not sales

Tags drive the Filter in the threads pane (e.g., show me all #vip threads across all accounts). They also feed automations and reporting segments.

Leaving an internal note

Type /note at the start of a message in the composer, then your note text, then press Enter. The note appears inline in the conversation with a cyan Hash (#) icon and "Internal note - [your name]" label. The customer on Telegram or X never sees it. Your team sees it in full context.

Use notes for context handoffs:

/note Customer asked about crypto last quarter.
Drop the USDC link - that is what closed the deal before.

Internal notes are also searchable via Cmd+K so you can search your own institutional knowledge across all threads.

Step 7: Reply from the correct account identity

Before you send any reply, check the composer footer line:

Replies as: Emirhan - Telegram   (Enter to send, Shift+Enter for newline)

If the contact originally messaged your "Growth TG" account but you want to reply from "Emirhan TG" for a personal touch, click the identity badge in the composer footer and select the account. The reply will go from that identity.

The default sending identity is always the account the contact originally messaged. This prevents accidental replies from the wrong account, which would appear as a different person to the contact on Telegram or X.

Why this matters for Telegram: Telegram shows the sender's real account name and avatar. If you reply from the wrong account, the contact sees a different name than the one they started the conversation with. Checking the composer footer takes two seconds and prevents this.

Step 8: Run a team triage workflow

A triage workflow turns a pile of unread DMs into a managed queue. Here is a minimal playbook that works for a 2-5 person team:

1. New threads surface at the top. The inbox sorts by SLA (oldest unread first) so the longest-waiting contacts are always visible.
2. First-touch rule. The first rep to open a new thread claims it by assigning it to themselves within 5 minutes. This prevents two reps from replying at the same time.
3. Status pipeline. Move the thread to "In progress" immediately on claim. Leave it in "New" only while nobody has touched it.
4. Use /note for any handoff. If you need to pass the thread to a specialist, drop a /note with context before reassigning. The new assignee reads the note before their first reply.
5. Resolve after clear outcome. Click "Resolve" in the thread header when the conversation reaches a definite state: sale closed, support resolved, or contact opted out. Closed threads drop out of the open-work queue.
6. Daily queue review. Start each morning with the Filter set to "New" and "Assigned to me - In progress" to see your personal queue. The workload view shows team totals so the team lead can rebalance if one rep is overloaded.

For teams with a defined SLA target (e.g., first response within 1 hour), the SLA sort order in the inbox makes it easy to see at a glance which threads are approaching the deadline.