The shared inbox is where your whole team answers from a single official number. Everyone sees the same conversations, so context and accountability stay in one place.
Core concepts
- Assignment — route a conversation to a specific agent so it is clear who owns the reply.
- Internal notes — leave context for teammates without messaging the customer.
- Tags — label conversations (for example,
billingorlead) to organise and segment later. - History — the full thread stays attached to the contact, so customers never repeat themselves.
A typical flow
- A message arrives in the inbox.
- An automation may answer common questions first.
- If a person is needed, the conversation is assigned to an agent.
- The agent replies with full history and notes for context.
Roles and permissions
Which teammates can see or do what depends on the roles configured for your workspace. Manage roles from your account settings in the CRM. Where a specific permission or export option is account-specific, contact support to confirm what is available on your plan.