# AI Shared Inbox for Calls, Texts, Chat & Email Source: https://insertchat.com/product/inbox > Bring website chat, calls, email, SMS, and WhatsApp into one workspace. Your AI answers first, and your team sees exactly what needs a person. A shared inbox puts customer conversations from every channel in one place for your team. InsertChat’s inbox holds calls, website chats, texts, emails, and WhatsApp messages next to each customer’s contact record. The AI answers first, so your team opens only what needs a person, with the history and a short summary already there. ## A caller asks for a person, and the team gets the context A dramatized call to a fictional cleaning company: the caller asks for a person, and the AI receptionist hands the conversation to the team’s inbox with a summary for follow-up. [Watch the video](https://cdn.insertchat.com/website/calls/v11-knows-when-to-get-you.mp4). Dramatization with a fictional business. The voices are narration voices; your assistant uses one of the 10 voices in InsertChat. ### Transcript - **Caller:** Hi, I was charged twice for last week’s cleaning, and I’d like to talk to a real person. - **AI receptionist:** I’m sorry about that. I’m passing this to our team right now, with everything you’ve told me. - **Caller:** Okay, thank you. ## Keep the conversation together Read messages and call context alongside the contact record, wherever a customer reaches you. ## Step in when it matters Take over a conversation, leave an internal note, and bring a teammate up to speed. ## Know what needs you Use open, resolved, spam, and needs-you states, with categories, tags, and saved replies. ## Set up your shared inbox 1. **Connect your channels.** Add website chat, a phone number or forwarded line, Gmail or Outlook, SMS, and WhatsApp. Every channel feeds the same inbox. 2. **Decide what needs a person.** Keep the handoff rules on, add topics only your team should answer, and choose who gets notified, right away or in a daily summary. 3. **Invite your team.** Add teammates as owners, managers, or clients, and give each one the assistants they should see. ## What does the AI handle before a conversation reaches my team? It answers from your knowledge base, collects the details a follow-up needs, and books appointments when you allow it. When a customer asks for a person, the assistant is unsure, or the customer is upset, the conversation is marked needs-you and the teammates you choose are notified. ## How is an AI shared inbox different from a team email inbox? A team email inbox collects messages and waits for someone to reply. InsertChat’s assistant replies first on every channel, books appointments when you allow it, and writes a short summary of each conversation. Your team works the needs-you list, and every thread already shows what the customer asked and what the assistant said. ## How does a team share the inbox? Assign a conversation to a teammate, add tags and internal notes, snooze it until later, and answer with saved replies. Open, resolved, spam, and needs-you states show what still needs attention, and team roles decide who can approve the assistant’s actions. ## Can I review phone calls in the inbox? Yes. Every call appears with a transcript and an AI summary next to the customer’s texts, chats, and emails, so whoever calls back knows what the customer already said. ## Who on my team sees which conversations? Owners see the whole workspace. Managers work on the assistants assigned to them, and client users see only the assistants you give them, which suits agencies that share an inbox with a client. Deleting conversations and contacts stays with owners and managers. ## How much does a shared inbox cost? The shared inbox and human handoff come with every paid plan, starting at $98 per month for Pro with 3 team seats. Growth includes 5 seats, Scale 10, and Enterprise 25. New customers can try Pro free for 7 days. ## Which channels can I manage in the shared inbox? Once connected, website chat, phone, email, SMS, and WhatsApp conversations are available in the workspace. The inbox keeps the conversation and customer details together so your team can continue in context. ## How does my team take over from the AI assistant? Configure the topics and situations that need a person. Your team can open the conversation, review the history, add an internal note, and take over the reply. Test the handoff before enabling a channel for customers. ## How is my team notified about new requests? Choose staff notifications for the requests that need attention, sent immediately or as a daily summary. Conversations that need a person are marked needs-you in the inbox, so nothing depends on someone watching every channel. ## How can we organize customer requests? Use open, resolved, spam, and needs-you states to track attention. Categories, tags, internal notes, and saved replies help teammates understand and respond to the request. ## Related features - [Contacts](https://insertchat.com/product/crm) - [AI email responder](https://insertchat.com/product/email) - [Actions & approvals](https://insertchat.com/product/automations)