Assign an active conversation to a teammate so everyone can see who is responsible for the next reply. Open and resolved states help the team distinguish ongoing work from completed conversations.
Discuss the details privately
Use private notes for context, a handoff or a suggested next step. Customer replies and notes have distinct controls and presentation, and notes are excluded from visitor responses.
Work together as messages arrive
The inbox refreshes from persisted data when conversation events arrive. Concurrent changes use version checks so one team member does not silently overwrite another change.
Invite the team with the right access
Owners and administrators can invite teammates. Owner, administrator, agent and analyst roles define access to workspace actions, with authorization checked on the server.
Practical tools your team can use in the current release.
01 / CAPABILITY
Browse open and resolved conversations.
02 / CAPABILITY
Assign a conversation to an active workspace teammate.
03 / CAPABILITY
Write a customer-facing reply or a distinct private note.
04 / CAPABILITY
Review conversation participants and contact details.
05 / CAPABILITY
Load earlier conversation history as needed.
06 / CAPABILITY
Use the conversation details panel on mobile.
A closer look
Questions, answered.
Who should use the analyst role?
Use analyst access for people who need to inspect workspace activity without performing agent write actions. The server enforces role permissions.
How do I hand a conversation to a teammate?
Add a concise private note with the customer’s goal, what you tried and the next step. Change the assignment to the teammate who will take responsibility.
Can I reopen a resolved conversation?
Yes. Use the conversation status control to return it to open. The shared inbox reflects the persisted status for other connected team members.
Make your next step count.
Explore the product, understand your options, and get your team ready.
01 / EXPLORE
See how chat works
Connect your website to a shared inbox with clear ownership and private team collaboration.