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Shared inbox

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

Part of the chain

  • Capture
  • Sell
  • Deliver
  • Get paid

One window showing everything waiting for a reply — whether the person wrote to info@, to Messenger, to Instagram, to Telegram or to the chat widget on your website. Assignment, read status, snoozing and closing work the same way on every channel. One button turns a conversation into a support ticket or a lead.

What it covers

  • Five channels in one inbox: shared mailboxes, Messenger, Instagram Direct, Telegram and your own website chat widget
  • Assignment rules: round robin or least busy — triggered on the customer's first message
  • Waiting time in the header, turning colour once the limit is passed
  • A warning when a colleague is already writing to the same customer
  • Canned replies — the same templates used in email
  • Internal notes in the thread that the customer never sees
  • A context panel: customer record, deals, invoices, previous conversations
  • One button turns a conversation into a support 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 Your own live chat for your website — one line of code, no third parties. Outside working hours the conversation moves 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?

Yes. If someone wrote from Messenger and later by email, you see one history on the same customer rather than 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?

Yes — Meta platforms allow a reply within 24 hours of the customer's last message. The remaining window is shown on screen, so nobody has to count it in their head. Telegram and email have no such window.

Other areas

Customers and contacts You type in the name and the company details fill themselves in. Before the deal you can see whether the partner is reliable. Company database Before you call you can see whether the company is growing or shrinking — not just how many people it employs today. Email and telephony Every email and call is visible on the customer record — including the ones a colleague handled. Marketing and subscribers In a GDPR audit you show not a list but proof: when, from where and with exactly what wording the person consented.
All features

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