Manage website conversations in the shared inbox

The shared inbox is where website conversations become team work. It keeps visitor messages, AI activity, ownership, and available context in one thread.

Open and understand a conversation

Review the visitor’s message history before replying. Depending on the conversation, you may also see contact details, the page or entry point, detected intent, qualification information, an AI summary, and a requested next step.

Take ownership

• Assign the conversation to the appropriate teammate or team.
• Use internal notes for coordination that should not be sent to the visitor.
• Reply from the existing thread so the conversation remains continuous.
• Update the conversation state when work is complete or follow-up is still required.

When AI hands off

Read the original messages as the source of truth. AI summaries are useful context but can be incomplete. For sensitive, financial, legal, privacy, or security matters, verify the underlying details before acting.