Conversation management
Published Updated
How a shared inbox organizes team conversations
When customers use more than one channel, the main problem is not only receiving messages. The team also needs to know who owns each conversation and what has already happened. A shared inbox organizes operations around the conversation instead of splitting them across accounts and devices.
When do separate tools become a problem?
One person may be able to monitor one channel directly. As the team and channel count grows, it becomes harder to know whether someone replied, who is responsible and which conversation needs follow-up.
The problem also appears when a new teammate needs to understand what happened without asking every colleague or searching another device.
- Duplicate replies
- Conversations without clear ownership
- Team notes lost across tools
- No single follow-up history
What does Message Pro bring together?
Message Pro shows conversations from connected channels inside shared inboxes. Each conversation is associated with a contact and the history available to the team under its permissions.
- Conversations and statuses
- Contact data
- Assignment and teams
- Private notes
- Labels and custom attributes
How should you start organizing the team?
Start by identifying which teams need separate inboxes, then decide who can access each inbox and how a conversation should move between teammates.
Use a small, clear label set at first. Add automation rules after the manual operating path is understood.
Questions to review after setup
After usage begins, review the real workflow instead of stopping when the channel becomes connected.
- Does every conversation have a clear owner?
- Does the team know when to transfer a conversation?
- Are labels understood and used consistently?
- Do private notes preserve useful context?
Apply these steps in your account
Create a Message Pro account and start with the workspace, then use the Help Center for setup steps.