Question 1

Do I keep my email address?

Accepted Answer

Yes. Customers keep writing to the address they already know; a forwarding rule sends the mail into Sellio and replies go back by email.

One forwarding rule in Gmail, Microsoft 365 or your DNS host; the first forwarded email verifies the channel.
Replies stay in the thread: the customer's next message lands in the same conversation.
Nothing changes for customers, who see your address, not a Sellio one.

Step by step in the channel guides.

Question 2

Does every email become a ticket?

Accepted Answer

No. Emails are conversations in the shared inbox; you raise a ticket only when the work continues after the reply.

Most emails are answered and resolved from the thread, like a chat.
Raise a ticket from any email with a state, a priority and an owner, and reply from the ticket when it is done.
The ticket stays linked to the conversation and the contact.

How tickets work is on the ticketing system page.

Question 3

Can several people work the same mailbox?

Accepted Answer

Yes. That is the point of the shared inbox: assignment, private notes and @mentions so nothing is answered twice and nothing is missed.

Assign each email to a person or a team; it appears in their inbox with the full history.
Notes and @mentions keep context in the thread where only the team sees it.
Snooze until a date and the email comes back on time.
Seats per plan: two on Free, five on Mini, ten on Essentials, fifty on Plus.

Ownership and views are on the shared inbox page.

Question 4

Does the AI agent reply on this channel?

Accepted Answer

Not yet. Today the AI agent answers on website chat only. Messages from WhatsApp, Instagram, Telegram and email land in the shared inbox for your team.

Same inbox, same tools. Those conversations get the same assignment, private notes, tickets and analytics as web chat.
People reply on messaging channels. Your team answers from the inbox and the reply goes back on the channel the customer used.
Website chat gets the agent. On the widget it answers from your imported knowledge and hands over to a person when unsure.

Read how the agent works on the AI agent page.

Question 5

What does it cost?

Accepted Answer

The inbox and the widget are on every plan, messaging and email channels from Mini, and prices are per workspace, not per seat. There is a Free plan for two seats, one channel and one AI agent.

Mini is $45 a month for five seats, three channels and two AI agents, with $5 of AI included.
Essentials is $95 for ten seats, five channels and five AI agents, with $25 of AI included.
Plus is $295 for fifty seats, twenty-five channels and twenty-five AI agents, with $75 of AI included.
Annual billing is 20% off, charged once a year; paid plans start with a 7-day trial and no card.

Compare every limit on the pricing page.

An email ticketing system that lives beside your chat

Email, handled like the rest of support

One forwarding rule

Replies stay in the thread

Assignment, notes, snooze

Tickets from email

One contact across channels

Copilot on every email

Connecting your support address

Add the email channel

Forward to Sellio

Send a test

Related guides

Email ticketing questions

Support email, in the same inbox as everything else.