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Shared inbox

A customer wrote on Messenger, a colleague replied by email — the history is still one thread, so nobody answers twice.

One window shows everyone waiting for a reply, whether they wrote to info@, to Messenger, to Instagram, to Telegram, or to your website's chat widget. Assignment, read status, snoozing and closing all work the same way across every channel. You turn a conversation into a service ticket or a lead with one button.

What it covers

  • Five channels in one inbox: shared mailboxes, Messenger, Instagram Direct, Telegram and your own website chat widget
  • The assignment rule — round-robin or to whoever has the lightest load — kicks in from the customer's very first message
  • Once the waiting time crosses the limit, it changes colour in the header
  • We warn you when a colleague is already writing to the same customer
  • Canned replies use the same templates as email
  • You can leave internal notes in the thread that the customer never sees
  • The context panel shows the customer record, deals, invoices and past conversations
  • One button turns a conversation into a service ticket or a lead

Who it suits best

Industries for which this area is one of the main reasons to choose the system.

What it connects to

The connectors that change the most for this area. Each one is switched on in the settings.

Facebook Messenger Page messages arrive in the shared inbox and are answered from the CRM. The remaining 24-hour reply window is shown on screen. Instagram Direct Instagram messages in the same inbox as Messenger and emails — the account is connected separately. Telegram Your own bot, created through @BotFather. No reply window and no middleman — connected in a minute. Website chat widget You add your own live chat to your website with one line of code, no third parties involved, and outside working hours the conversation moves over to email.
All integrations

FAQ

Questions about this area

Did not find your answer? Ask us

Where do customer messages from Facebook and the website end up?

In the same inbox as emails. The channel is just a badge on the thread — assignment, snoozing, closing and templates work the same for all of them.

Does one customer history survive if they switch channel?

It does. If someone wrote from Messenger and later from email, you see one history on the same customer, not two unrelated conversations.

How is it decided who replies?

By your rule: round robin across the team, or the least busy person. The rule fires on the customer's first message, so a thread is never left without an owner.

Do Messenger and Instagram have reply time limits?

They do — Meta's platforms let you reply within 24 hours of the customer's last message. The remaining window is shown on screen, so you don't have to count it in your head. Telegram and email have no such window.

Other areas

Customers and contacts You enter the name, and the system finds the company details itself. Before you sign, you can see right away whether this partner is worth trusting. Company database Before you even call, you already know whether the company is growing or shrinking — not just how many employees it has today. Email and telephony You see all correspondence and calls on the customer record, even the ones a colleague handled. Marketing and subscribers In a GDPR audit, you don't show a list — you show proof: when, where from, and with what wording the person consented.
All features

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