Shared inbox for customer support
Shared Inbox for Customer Support
A shared inbox for customer support is one queue the team works together: incoming WhatsApp, Instagram, Messenger, email, and live chat, a named owner, private notes, and a status. InboxBay is that inbox. It is not a full ITSM helpdesk with SLAs, a CMDB, or change tickets.
Personal inboxes do not scale past one person.
A clinic, agency, or shop can answer WhatsApp from one phone for a while. Then a second person needs access, a third shift starts, and the history lives on a device nobody else can unlock. Instagram DMs sit in a personal Meta login. Email is another tab. The customer already told you the order number — just not in the window the next agent has open.
A shared inbox for customer support is the unglamorous fix: one workspace, one conversation record, a name on the thread, a status the next shift can trust. InboxBay is that workspace: a shared WhatsApp inbox, plus Instagram, Messenger, email, and the website widget. It is not a full ITSM helpdesk. The customer service software page is the category view. Amounts are on pricing: Starter AED 499, Growth AED 999, Business AED 1,999 per workspace/month.
One queue
New messages from every connected channel appear in the same list. Filters still exist — the pile is shared.
A named owner
Assign the conversation so follow-up is someone’s job. Unassigned work is visible, not hidden in a pocket.
Private notes
Leave context the customer never sees. The next agent does not start from zero or a Slack screenshot.
Collision detection
See when a teammate is already in the thread. Two people should not send two answers.
What is live versus what is planned.
The shared inbox, assignment, notes, mentions, labels, saved replies, search, automations, and round-robin are available once channels are connected. Suggested replies and any autonomous answering are coming soon — we do not sell those as live.
- Shared inbox across connected channels
- Assign, notes, mentions, labels, status
- Saved replies, search, automations
- AI assist and autonomous answering Coming soon
Straight answers
What is a shared inbox for customer support?
One queue the support team works together: incoming WhatsApp, Instagram, Messenger, email, and live chat, a named owner, private notes, and a status (open, pending, resolved). It is not a full ITSM helpdesk with SLAs, a CMDB, or change tickets.
What is a shared inbox?
A shared inbox is one queue several people can see and work. Incoming WhatsApp, Instagram, Messenger, email, and live-chat threads land there. Someone assigns the conversation, or the team picks it up, instead of forwarding screenshots.
Does a shared inbox replace WhatsApp Business?
No. InboxBay connects to the WhatsApp Business account you already have. Customers still write the same number. Meta still operates the channel and bills per delivered template or marketing message. Conversation-based pricing was deprecated as of 1 July 2025. InboxBay does not collect or mark up those fees.
What can the team do in the inbox today?
Assign conversations, leave internal notes, mention a teammate, apply labels, use saved replies, search history, and run automations including round-robin. AI suggested replies are coming soon.
Can two people reply to the same customer?
They can, which is why collision detection exists — you see when a teammate is already viewing or typing. Assignment and status (open, pending, resolved) keep ownership honest.
Related pages
Turn five inboxes
into one.
Open the live demo and see a shared inbox with assignment, notes, and saved replies.
demo.inboxbay.work · Login and Start free go to the same workspace