Shared Inboxes provide a shared messaging workspace where multiple Team Members can view and respond to messages sent to a common business phone number. Shared Inboxes are useful for team-based messaging—such as Sales, Support, or general inquiries—where conversations should remain visible to multiple people.
With access to a Shared Inbox, users can:
- View Open and Done conversations.
- Assign Unassigned conversations to themselves.
- Transfer conversations or return them to the Shared Inbox.
- Mark conversations as Done when follow-up is complete.
You cannot take ownership of a conversation that is already assigned to another user unless you have Admin permissions.
External and Shared Inboxes
In Messages, use the tabs at the top of the Navigation Pane to switch between:
- External: Direct external messaging conversations.
- Shared Inboxes: Conversations sent to shared business phone numbers and managed by teams.
Use Shared Inboxes when multiple Team Members need visibility into and responsibility for the same customer conversations.
Manage Shared Inboxes as an Admin
Administrators can manage conversation assignments and troubleshoot Shared Inbox routing.
Refer to Manage Shared Inboxes for Admin-specific instructions.
Access Shared Inboxes
To access Shared Inbox conversations in the Sync browser or desktop app:
- Select Messages from the Navigation Pane.
- Select Shared Inboxes at the top of the message list.
Understand Shared Inbox statuses
Shared Inbox conversations follow a simple workflow that helps teams maintain clear ownership and follow-up.
To respond to an unassigned conversation, a Team Member must first assign the conversation to themselves.
- Unassigned: The conversation is waiting for a user to take ownership.
- Assigned: A specific user is responsible for the conversation.
- Done: The conversation has been completed.
The default Shared Inbox views include:
- Open > Unassigned: Conversations waiting for a user to take ownership.
- Assigned to Me: Conversations you are currently handling.
Use the conversation filter to switch between Open and Done conversations.
Understand message indicators
Message badges and flags help you identify conversation status and new activity at a glance.
- Blue badge: New activity on an Unassigned conversation.
- Green flag: Conversation is Assigned to Me.
- Green badge: New activity on a conversation assigned to you.
- Grey flag: Conversation is assigned to another user.
Work with Shared Inbox conversations
Shared Inbox actions help teams keep conversations clearly assigned and ensure completed conversations are removed from the active queue.
- Assign to Me: Take ownership of an Unassigned conversation. Once assigned, the reply field becomes available so you can respond.
- Transfer: Transfer a conversation you own to another Team Member.
- Return to Shared Inbox: Remove yourself as the owner and return the conversation to the Unassigned queue so another Team Member can take ownership.
- Mark as Done: Mark a completed conversation as Done and move it out of the active queue.
