Shared inbox

Team mailboxes that gather email, website chat and Instagram, Facebook, X and WhatsApp conversations into a single queue, each one already linked to the contact, company and deal it belongs to.

What you get

• Every channel, one queue — Email sits alongside website chat and social DMs in the same list, filterable by channel — so nothing is missed because it arrived somewhere nobody was watching.
• Context without switching — Each conversation shows the linked contact, company and deal beside it — and when it doesn't recognise someone, it suggests the matching record and tells you why, or offers to create one.
• Organised the way mail actually works — Colour-coded labels grouped into folders, saved views, search across every message, star, archive and snooze — a conversation can carry several labels at once, so filing it never means losing it from somewhere else.
• Talk to your team without emailing the customer — Internal notes sit in the thread, visibly different from replies, and @mentioning a teammate notifies them. Nothing internal can reach the customer.
• Access you can actually control — Mailboxes are the unit of sharing: put the right people on the right mailbox and routing rules do the distribution, rather than everyone seeing everything.

Capabilities at a glance

• Shared mailboxes with per-member access control
• Channels: email, website chat, Instagram, Facebook, X and WhatsApp
• Colour-coded labels, grouped into folders
• Saved views and full-text search across messages and notes
• Internal team notes with @mentions and notifications
• Star, archive, snooze and a waiting-on-us response timer
• Bulk actions and Gmail-style keyboard shortcuts
• Conversation assignment and routing rules
• Email conversations threaded onto the record's activity timeline
• Suggested CRM record matches, with link-or-create in one click
• Inline rich reply composer with signatures, templates and attachments
• Convert any conversation into a support ticket