# Shared Inbox for Customer Conversations

Source: https://insertchat.com/product/inbox

> Bring website chat, calls, email, SMS, and WhatsApp into one workspace. See the conversation, the customer, and what needs your attention.

## 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.

## 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 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)
- [Email & messaging](https://insertchat.com/product/email)
- [Actions & approvals](https://insertchat.com/product/automations)