No conversation gets lost
Assign messages to specific team members, track open and resolved statuses, and ensure every customer gets a response.
Messaging
Shared Messaging Inbox for Customer Conversations
Manage high-volume messaging conversations with clear ownership, assignment, collaboration, and team visibility.
Key capabilities
Shared team inbox across channels
Assignment and ownership tracking
Internal notes and collaboration
Conversation status and SLA visibility
Quick answer
AI Phone's Messaging Inbox is a shared team inbox that helps customer-facing teams manage high volumes of inbound and outbound text messages with assignment, collaboration, and visibility features.
Collaborate without switching tools
Leave internal notes on conversations, tag colleagues, and escalate without leaving the inbox.
Frequently asked questions
What is a shared messaging inbox?
A shared messaging inbox is a team workspace where all inbound customer text messages — from SMS, MMS, and WhatsApp — arrive in one place, can be assigned to specific team members, and are visible to the whole team for collaboration and oversight.
Can multiple agents work from the same messaging inbox?
Yes. Team members see all conversations in the shared inbox, with clear assignment ownership shown on each thread. Internal notes let agents collaborate on a response without the customer seeing the discussion.
How are conversations assigned to specific agents?
Conversations can be assigned manually by a team member or automatically based on routing rules — such as round-robin, keyword triggers, or the customer's assigned account owner in the CRM.
Does the messaging inbox support WhatsApp business accounts?
Yes. The shared inbox aggregates SMS, MMS, and WhatsApp conversations in a single view. WhatsApp messages require a connected WhatsApp Business Account.