How a shared inbox works
Messages from connected channels arrive in one list. Teammates assign a conversation to an owner, change its status as it progresses, leave internal notes the customer never sees, and use saved replies for common answers. Filters and queues show what is unassigned, mine, or waiting on the customer.
The alternative, a shared login to one mailbox or forwarding messages between personal accounts, loses ownership and history. A shared inbox also gives an AI assistant somewhere to put its work: every conversation it handles is visible, and the ones it can’t finish are clearly flagged for a person.
Example: a dental office front desk
Two coordinators run a dental office’s front desk. Calls the AI answered overnight, website chats, and patient texts arrive in one inbox. One coordinator owns new-patient requests and the other owns rescheduling, so each opens only their queue and leaves notes for the dentist on insurance questions. This scenario is illustrative.
InsertChat’s shared inbox
InsertChat’s shared inbox holds calls, website chat, SMS, email, and WhatsApp next to each customer’s contact record. Teammates assign conversations, add tags and internal notes, snooze, and answer with saved replies; every call appears with a transcript and AI summary.
Open, resolved, spam, and needs-you states show what still needs attention, and team roles decide who can approve the assistant’s actions. Staff notifications arrive immediately or as a daily summary. Patient information requires Enterprise and a signed BAA; see the dental setup.
