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.

Step by step

1. Open Inbox.
2. Connect a channel in the channel setup — website, WhatsApp, Instagram, Messenger or Telegram.
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.

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; the conversation is the same one the web shows.

Nobody needs WhatsApp on a private phone

Conversations run through the shared inbox with proper business access. That is what keeps the relationship with the company rather than with an individual device — and what makes handing over a customer possible at all.

Bot and human in the same thread

Because the chatbot and the inbox are the same system, a handover carries the whole conversation, the customer record and any previous history. The person taking over starts informed rather than apologetic.