See the conversation in context.
Read the customer’s messages alongside the information your team needs to respond. Spend less time piecing together the story across separate tools.
Assign the right person.
Give the inquiry an owner so follow-up does not rely on someone remembering to check a personal account.
- Pick up a new conversation.
- Assign it to the person handling the request.
- Leave the context the next person needs.
Keep the handoff human.
Use internal context to coordinate with your team. Customer-facing replies and internal collaboration serve different purposes; keep each in its place.
Questions, answered.
Does connecting an account import every old message?
History availability depends on the channel, permissions, and connection method. Confirm the supported history for your accounts during onboarding.
Can multiple people work from one inbox?
The shared inbox is designed for team handling, with ownership and access configured for your organization.