Glossary
A team inbox where multiple agents collaborate on the same set of conversations.
A shared inbox lets a whole team work from one collective queue of messages, rather than each person owning a separate mailbox. Conversations can be assigned, reassigned, and discussed internally.
It prevents two common problems: messages with no clear owner that go unanswered, and two agents replying to the same person. Internal notes and assignment rules keep everyone aligned.
Shared inboxes are essential once a business has more than one person handling customer chats.
A shared inbox lets a team scale support collaboratively without duplicated or missed replies.
Defuser AI gives teams a shared inbox with assignment and internal notes — see the WhatsApp shared inbox.
A team inbox where multiple agents collaborate on the same set of conversations.
A shared inbox lets a team scale support collaboratively without duplicated or missed replies.
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