Shared Inbox
One shared inbox for calls, texts and WhatsApp
Conversations brings every call, text, WhatsApp message and message taken into one timeline per customer. Your team can see what the AI assistant already handled and pick up from there.
The whole story in one timeline
Calls with transcripts
Every call links to its full transcript, so you know what was asked and answered before you call back.
Texts and WhatsApp
Incoming and outgoing messages on both channels, with replies from the assistant and from your team clearly labelled.
Messages taken
Name, number, reason and urgency for each message, ready to turn into a task.
People and AI, side by side
Reply as a team
Answer by SMS or WhatsApp straight from the conversation. WhatsApp replies are checked against the 24-hour window first.
Take over and hand back
Stop the assistant replying to a contact's texts and WhatsApp messages while you handle it, then hand it back.
Roles for everyone
Owners, admins, members and viewers each see and do what their role allows.
Contacts, tasks and follow-up
Contacts are created from calls and messages automatically, and names or notes your team adds are never overwritten. Tasks have due dates and show when they're overdue.
The AI Supervisor reviews the day's conversations by rule: questions the assistant couldn't answer (which you can turn into an FAQ in one step), callers who asked for a person or sounded frustrated, failed tool actions and texts waiting too long for a reply.
Current limits
Good to know
- Calls your team answers aren't transcribed; recordings are available if you turn recording on.
- Take over applies to texts and WhatsApp. On a live phone call, use transfers to bring in a person.
- Email isn't a channel in the inbox.
- The AI Supervisor works by rules, so it can miss things or raise false alarms.
Questions
Which channels does the shared inbox cover?
Phone calls (with transcripts), SMS, WhatsApp and messages taken by your assistant, all grouped by contact.
Can I tell what the AI said and what my team said?
Yes. Replies from the assistant and from your team are labelled separately in each conversation.
Who on my team can reply?
Members, admins and owners can reply to customers. Viewers can read but not change anything.
Keep your team in the conversation
Let your assistant handle the first response and give your team the full history when it's their turn.
Get early access