The shared inbox

Customers write where they already are. A business that answers on five apps from five phones ends up with the relationship living on somebody's private device.

The shared inbox puts those conversations in one queue that belongs to the company. It is called AI Inbox on the price page.

Step by step

1. Open Mailbox → Open inbox.
2. Connect a channel in the channel setup: website, WhatsApp, Instagram, Messenger or Telegram. Where WhatsApp is set up for your company, Mailbox → Channels → WhatsApp connection opens its settings.
3. Incoming messages land in the queue. Assign one to yourself so two people do not answer the same message.
4. Use an internal note when a colleague needs context the customer should not see.
5. Label conversations so the queue can be filtered by topic rather than only by age.
6. Reply. The conversation stays on the customer record, next to their invoices and projects.

Contacts become leads

A person who writes to you with an e-mail address or phone number, and sends at least one message, is added as a lead. The source shows the channel. A person who is already a lead or customer gets a note instead, so nobody is added twice.

Find them under Leads → All leads. A lead links back to the conversation.

In the app

1. Open the inbox in the app.
2. New messages arrive as push under New WhatsApp messages, Social media messages or Chatbot messages, depending on the channel.
3. Reply from the phone. It is the same conversation the web shows.