Shared inbox software for your whole support team
Manage website chat and connected support email in one shared inbox. Assign an owner, leave private notes and reply with the customer's earlier conversation in view.
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How it works
One thread per customer
Keep replies together in one customer conversation.
I can help you with that. Please share your order number.
Replies by email
Continue by email when the customer leaves your website.
@Alex · Delivery information
Collaborate in the shared inbox
Use private notes and mentions to coordinate a reply with your teammates.
Keep the conversation history
Read the customer’s earlier messages before continuing the conversation.
Can I change my delivery address?
Team
I can help you with that. Please share your order number.
Team routing
View detailsDistribute conversations with round-robin assignment
Use round-robin routing to share incoming work inside a department.
Customer CRM
View detailsContacts · 24
SavedShared customer labels
Update labels across your contacts in one place.
Team guidelines
View detailsCheck your policies while replying
Open internal guidance beside the customer’s conversation.
Hand the conversation to the next shift
A delivery question arrives near the end of an agent’s shift. The agent has checked the order, but a colleague still needs to confirm a detail. With shared inbox software, the original messages remain in the same place. Add a private note with the outstanding question and assign the conversation, so the next teammate sees both the customer’s request and the work already done.
A team inbox should make responsibility visible without exposing internal discussion to customers. Keep notes concise, mention the colleague who can help, and check the current owner before replying. When the customer is no longer on the website, an email follow-up can carry the answer to them. Auto translation also helps your team understand and reply to customers across languages while working from the shared conversation.
Frequently asked questions
Manage website chat and connected support email in one shared inbox.
Frequently asked questions
Does Chat include automatic translation?
Yes, on Lite, Scale and Max. Choose your language in the inbox to translate customer messages automatically and translate your replies back when sent. Original messages remain accessible.
What is a shared inbox?
Can my team assign chats and emails without sharing a mailbox password?
What is round-robin chat assignment?
How does the Support CRM differ from the Sales CRM?
Which plan do I need?