A shared team inbox for every customer conversation
One shared team inbox instead of a personal mailbox nobody else can see. Messages from your website, your mobile app and your team all land in the same queue, assigned to someone, with the customer's full history one click away.
Unlimited conversations · Roles and permissions · 5 languages
One queue
Everything arrives in the same place
A message sent through the live chat widget on your site and a message sent from the customer app end up in the same team inbox. No forwarding, no "did anyone answer this?", no thread lost in a personal mailbox.
- Open, assigned and resolved conversations, in one queue
- Assignment to a specific agent, so ownership is never ambiguous
- Transfers that carry the whole thread and the customer record
- Custom statuses that match how your team actually works
- Real-time updates: what one agent does, the others see
Day-to-day tools
What your agents get
The small things that decide whether a support team answers in two minutes or in two days.
Assignment
Every conversation has one owner. Agents see their own queue, managers see the whole board.
Canned replies
Save the answers you write ten times a week — return policy, delivery times, how to reset a password — and insert them in one keystroke.
Transfers
Hand a conversation to billing or to a senior agent with the full context attached. The customer notices nothing.
Statuses
Open, waiting on the customer, escalated, resolved — define the statuses your process needs and filter the queue by them.
Full customer record
Orders, subscriptions, invoices and past conversations sit beside the thread, so agents answer without asking three questions first.
Team statistics
Volume, average first response time and resolution rate over the period you choose — enough to see where the queue is stalling.
Context
Support and commerce in the same window
Most shared inboxes only hold messages. Here the inbox sits on top of your customer data, so an agent who is asked "where is my order?" already has the answer on screen.
- Current orders and their status, live in the conversation
- Active subscriptions, renewal and expiry dates
- Everything the customer has bought before
That data comes from order and subscription management, and your agents can reach the same queue on the move with the staff mobile app.
Roles and permissions
Everyone sees what they need, and nothing more
A seasonal agent does not need access to your revenue figures. Permissions are set per role and can be changed at any time.
Agent
Reads and answers assigned conversations, sees the customer record, cannot change account settings.
Supervisor
Reassigns and transfers conversations, edits orders and subscriptions, reads team statistics.
Administrator
Manages members, roles, billing and every setting of the workspace.
Shared team inbox FAQ
What is a shared team inbox?
A shared team inbox is a single place where every incoming customer message arrives, visible to the whole team instead of sitting in one person's mailbox. Anyone with the right permission can pick up a conversation, and everyone can see who is handling what.
How do you avoid two agents replying to the same customer?
Each conversation is assigned to one agent, and its status is visible to the team. An unassigned conversation shows as open in the queue; once someone takes it, it leaves the shared queue and appears under their name.
Can I transfer a conversation to a colleague?
Yes. A transfer moves the conversation to another agent with the entire thread and the customer record attached, so the colleague picks it up without asking the customer to repeat anything.
What statistics does the team inbox provide?
The dashboard reports conversation volume, average first response time, resolution rate and activity per agent, over the period you select. It is meant to show where the queue is slowing down, not to rank people.
Can I limit what each team member can see or do?
Yes. Roles and permissions control who can reply, who can reassign conversations, who can edit orders and subscriptions, and who can access statistics and account settings.
Give your team one inbox
Tell us how many people answer your customers and how they work today. We open your workspace and set up the roles with you.
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