With a shared inbox, all your team’s messages are in one place. Collaborate, assign, and track conversations effortlessly, without missing a beat.
The classic line of the right hand not talking to the left is a thing of the past with a shared inbox. Keep your team aligned, reduce missed messages, and make every customer interaction smoother. A shared inbox helps you:
- Never lose a message: SMS, MMS, and web chat are all centralized so important conversations don’t slip through the cracks
- Share context instantly: Internal notes let your team communicate about a conversation without confusing the customer
- Prioritize and organize work: Stay on top of urgent conversations and ongoing threads with filters, status, and more
Get Started With Your VirtualText Quote
Stop letting leads slip through the cracks when they leave your site. With VirtualText, you can turn a web chat into a text conversation that stays in your customer’s pocket. Schedule a brief session with a VirtualText product expert to review your needs and start your custom quote.
What is a shared Inbox?
A shared inbox is a single place where your team can see and manage all customer conversations—SMS, MMS, and web chat. But it’s not a free-for-all like a group inbox can feel. If someone responds, you’ll know. If a conversation still needs a response, you’ll know. Conversations are assigned, context stays organized, and you always know who is responsible for what. Because it’s designed for team collaboration, activity feels intuitive no matter where your team is.
And because it’s not a personal inbox, responses are always tracked, messages can’t just disappear, and context becomes the constant. It’s a hub for team visibility, organized communication, and fast, informed responses, keeping your team aligned and your customers happy.
Let’s break it down.
Team Messaging and Conversation Assignment
Organize conversations by team and individual. Assign conversations, reassign for escalations, or hand off to the right person, all while keeping context intact. No subjective influence, no forgotten details. This is context that is verbatim, always.
Internal Notes for Team Collaboration
Add internal team notes into any conversation. Log reminders, or share updates, instructions, or handoff context inside the conversation, but not visible to the customer. Everything stays together.
Tags and Conversation Organization
Use tags to identify and recall messages, then archive completed conversations or leave them open to stay on top of ongoing customer communication.
Powerful Search and Filtering
Find conversations quickly with search by customer, keyword, or tag. Filter by team, assignee, status, or date range to manage high volumes efficiently.
Customer Context and CRM Integrations
See related conversations across teams, recent activity, and key customer details in the right side panel. Link to third-party apps or CRM tools to keep everything connected no more than a click away. With a shared inbox, there’s no more hunting and digging for information.
Assignments and Notifications That Keep You on Track
Assign conversations to team members and get notified when attention is needed. You can stop worrying that things will slip through the cracks, because they can’t. A shared inbox is 99% crack-free.
Archive Completed Conversations
Keep your inbox clean by archiving resolved messages while staying focused on what still needs attention. It’s a simple detail that can’t be organizationally understated.
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