Shared inbox
A shared inbox for customer support, with AI that answers first
Your AI agent answers most questions on its own. The conversations that need a person land in one Inbox across all your agents, with statuses, priorities, tags, assignment and saved views, plus routing, triggers and live translation on Pro.
Hand-offs scattered across mailboxes get lost
When chats that need a person arrive as emails in different mailboxes, nobody knows who is answering what. Two people reply to the same customer, or nobody does, and a request waiting on the customer looks the same as one nobody has opened. A shared inbox gives every conversation one status and one owner, so your team sees at a glance what is open, what is waiting and what is done.
Why run support from a shared inbox
Only conversations that need a person reach it. The ones your agent solved alone stay out.
Statuses that reflect the work
Open, Pending, Snoozed and Solved. When the visitor writes again in a solved, pending or snoozed conversation, it reopens on its own and keeps its assignee.
Clear ownership
Assign each conversation to a teammate. The assignee gets an email with the agent, the priority, the tags and a link to the conversation, without any visitor details.
Priorities and tags
Low, Normal, High or Urgent, and up to 10 tags per conversation. Sort by priority to see urgent conversations first, with the longest waiting first within each priority.
Saved views
My open, Unassigned, All open and Solved are built in. Save your own filters as personal views on any plan, or share them with the whole team from Starter.
All your agents in one list
Conversations from every agent you can open appear in one Inbox. Team members limited to selected agents see only those agents' conversations, in the list and in the badge.
How a conversation moves through the Inbox
It arrives when a person is needed
A hand-off by email or a live chat request puts the conversation in the Inbox as Open. So do chats paused by spam protection, actions waiting for team approval and anything someone moves there by hand.
Routing picks the team (Pro)
Assignment rules look at the agent, channel, topic, country, language, page, a contact attribute or the priority and send the conversation to a team. Within the team, least busy or round robin picks someone who is online and on shift.
Your team answers
Open the conversation, take over the live chat and reply. Type / to insert a saved reply, or let Draft with AI write a first version. With live translation on, you read and write in your own language.
Solve it and ask how it went
Mark the conversation Solved. With satisfaction emails on, the visitor gets an email asking for a rating from 1 to 5, right away, after an hour or after 24 hours.
Everything in the Inbox, and the plan it needs
Snooze and bulk changes (every plan)
Snooze for an hour, until tomorrow at 9:00, until next Monday or until a time you pick, up to 365 days ahead. Change up to 50 conversations at once: assign them, set their status or priority, add or remove tags.
Search, filters and views (every plan)
Search messages, names and email addresses, filter by status, assignee, priority, tag, agent and last activity, and save up to 20 views per person. Sharing views with the team needs Starter.
Saved replies (Starter)
Up to 500 replies per account, shared or personal, with variables such as {{visitor.name|there}} and an optional follow-up that sets the status or adds tags once you send.
Teams, routing and shifts (Pro)
Up to 5 teams and 20 assignment rules on Pro, unlimited on Enterprise. Shifts follow each team's time zone, with holidays, a limit of open conversations per person and an optional auto-reply outside working hours.
Triggers (Pro)
When a conversation enters the Inbox, changes status, gets a new message or tag, or waits too long for a reply, triggers can add tags, set the priority or status, message the visitor, or notify by email or in Slack.
Live translation (Pro)
Each teammate reads visitors' messages in their own language and replies in it, while the visitor gets the reply in theirs. Translations don't use your plan's messages.
Satisfaction emails (Starter)
After a conversation is solved, the visitor gets one email asking for a rating from 1 to 5 with an optional comment, in English, German, French, Italian or Spanish. Ratings appear on the conversation and the dashboard.
Webhooks, REST API and audit log
Status changes and assignments send webhook events, the REST API lists and updates Inbox conversations, and on Pro the audit log records status changes, assignments and bulk changes.
Frequently asked questions
What is a shared inbox for customer support?
A shared inbox is one list of customer conversations that a whole team works from, with a status and an owner for each. In intoCHAT it holds the conversations your AI agent couldn't finish alone, from all your agents: hand-offs, live chat requests and anything someone moves there.
Which conversations go into the Inbox?
Hand-offs by email, live chat requests, chats paused by spam protection, actions waiting for team approval, and any conversation someone moves there with Move to inbox. Conversations the agent handled alone stay out, so the Inbox only shows work for people.
Which plan do I need?
The Inbox, with statuses, priorities, tags, assignment and personal views, is on every plan. Shared views, saved replies and satisfaction emails start at Starter. Teams, routing, shifts, triggers and live translation are on Pro and Enterprise.
How many people can work in the Inbox?
Free has the owner only. Starter includes 2 team members besides the owner, Pro 5 and Enterprise as many as you need; on monthly Starter and Pro plans you can add seats for $9 a month each. Viewers can read the Inbox; editors and above can change conversations and reply.
How does automatic assignment work?
On Pro and Enterprise, assignment rules are checked from top to bottom, and the first rule that matches sends the conversation to a team. Within the team, least busy or round robin picks someone who is online, on shift and below their limit of open conversations. Without routing, conversations arrive unassigned and someone assigns them.
Can my team answer in their own language?
With live translation on Pro, yes. Each teammate picks their language: visitor messages show a translation under the original, and replies are translated into the visitor's language before they are sent. The dashboard itself is in English.
Can triggers answer visitors automatically?
Yes, on Pro and Enterprise, in website widget conversations. A trigger can send your own message with the saved-reply variables filled in, for example when the visitor has waited 15 minutes without a reply from a person. Waits are checked every 2 minutes while someone has the Inbox open, and once a day otherwise.
Is the Inbox the same as the Live chat page?
They work together. The Live chat page is where your team counts as online and picks up waiting chats as they come in. The Inbox keeps every conversation that needs a person, with its status, priority, tags and assignee, and you can reply from either.
Does the Inbox handle email and Slack conversations too?
Yes. If your agent answers by email or in Slack, those conversations can enter the Inbox as well, and the reply box sends your answer in the customer's email thread or in the Slack thread.
Give your team one place for every hand-off
Create your agent free, switch on hand-off by email and live chat, and watch the first conversations that need a person arrive in the Inbox.
Create your agent freeFree plan, no credit card needed.