Team Inbox

One shared inbox for your entire team

Bring every customer conversation from live chat and email into one shared inbox your whole team can see. Assign the right person, transfer conversations in one click, share context with internal notes, and monitor workload and SLA in real time — so no message slips through and every customer gets a fast, coordinated answer.

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How Team Inbox powers team collaboration

Unified team workspace

Every conversation from live chat and email lands in one shared inbox. The whole team sees the same context, so nothing is missed and no reply is ever duplicated.

Assign and transfer seamlessly

Route each conversation to the right person with smart assignment rules, or hand it off to a teammate in one click when expertise is needed elsewhere — with internal notes travelling along for full context.

Organized, data-driven workflows

Tags, custom filtered views, live workload dashboards, and SLA alerts keep your team focused and accountable — and your customers consistently satisfied.

INBOX

Every conversation, one shared inbox

All customer messages from live chat and email flow into one shared inbox. Real-time status indicators show who is working on what, so the team stays aligned and no conversation slips through.

Shared conversation view

Live chat and email conversations live side by side in a single queue. Every teammate sees the same customer context, so no one has to ask who replied last or rewrite what a colleague already said.

Live status indicators

See each conversation's state (open, pending, resolved) and each teammate's presence (online, busy, away) in real time. Instantly know who is responsible, who is free, and where help is needed.

One-click state transitions

Move conversations between open, pending, and resolved with a single click. No bloated status forms — just fast, visible progress the whole team can rely on.

XONChat shared inbox with ongoing, pending and closed conversation tabs

CUSTOMER EXPERIENCE

Live chat and email conversations land in one shared queue, so a teammate can see at a glance who already replied instead of asking around.

Use case · Customer experience teams

WORKFLOW

Assign, transfer, collaborate as one team

Route each incoming conversation to the right teammate automatically. When expertise is needed elsewhere, hand it off in one click with full context attached — so handoffs feel effortless to your team and invisible to the customer.

Smart assignment rules

Automatically assign conversations based on availability, expertise, or customer segment. Managers can override and route special cases manually — round-robin and capacity-based distribution are both supported.

One-click transfer and handoff

Need a specialist? Hand the conversation off to a teammate in one click. Internal notes travel along so the next teammate has full context, and the customer never has to repeat themselves.

Tags and custom filtered views

Organize conversations with tags, priorities, and custom views like "My Open", "Unassigned", or "VIP". Each teammate keeps their own focus while managers share team-wide views for alignment.

TEAM EFFICIENCY

A conversation that needs specialist input gets handed off in one click, with internal notes attached, so the customer never repeats themselves.

Use case · Support operations teams

PERFORMANCE

Monitor team performance in real time

A live workload dashboard, per-agent response and resolution metrics, and SLA monitoring with proactive alerts keep your team balanced and your customers happy — no spreadsheets required.

Live workload dashboard

See each teammate's open conversations and availability at a glance. Spot overloaded agents instantly and rebalance before response times slip.

Response and resolution metrics

Track first response time, resolution time, and CSAT per agent and team. Compare trends week over week to see what is working and where to improve.

SLA monitoring and alerts

Automatically track conversations against your SLA targets. Receive alerts before a breach happens so your team can intervene in time, and report SLA compliance daily, weekly, or monthly.