Shared inbox

A shared inbox is a single, unified view where an entire support team can see and respond to all incoming customer conversations — regardless of which channel (live chat, Telegram, email) those conversations came in on.

Instead of each agent having a personal inbox, conversations flow into one central queue. Team members can pick them up, assign them to colleagues, or let automated routing decide who handles what.

How it works

• →All channels feed into one inbox — web widget, Telegram, and others
• →Each conversation becomes a ticket with a status (open, assigned, resolved)
• →Agents can be assigned tickets manually or automatically via round-robin
• →Notes and internal comments are visible to the team but not the customer
• →Status changes and replies are synced in real time for every agent

Shared inbox vs personal inbox

A personal inbox (like standard email) means only the person who received the email can see it. If that person is on holiday or leaves the team, the conversation disappears with them.

A shared inbox gives the whole team visibility. If one agent is busy, another can step in. No ticket falls through the cracks because it landed in someone's personal queue.

Why teams use one

• →No missed tickets — anyone on the team can respond if someone is offline
• →Shorter response times — conversations are not waiting for one specific person
• →Consistency — everyone sees the same ticket history and customer context
• →Accountability — you can see which tickets are unassigned and for how long