Shared inbox and replies
Read, reply to and resolve customer conversations from supported channels in one workspace.
- Who uses it
- All users
- Guide depth
- 3 steps
- Content reviewed
- 2026-07-22
What this helps you achieve
The practical result of following this guide, with the current product boundaries kept visible.
Open the correct queue
The queue shows conversations that belong to your access scope.
Review context before replying
The reply matches the customer and conversation history.
Reply, follow up and resolve
The conversation has a clear owner and next state.
Before you start
- At least one connected channel and inbox permission
Steps
Open the correct queue
Use team, assignment and status filters to find new or pending conversations. Clear filters if expected conversations are missing.
Expected result: The queue shows conversations that belong to your access scope.
Review context before replying
Check the customer profile, previous messages and internal notes. Never paste confidential internal notes into a customer reply.
Expected result: The reply matches the customer and conversation history.
Reply, follow up and resolve
Send the reply, confirm delivery status, then set a follow-up or resolve the conversation only when no further action is required.
Expected result: The conversation has a clear owner and next state.