Shared Inbox

The AI customer service inbox for AI and human teams

Every conversation in one shared team inbox, across WhatsApp and webchat. AI agents handle routine queries. Your team picks up when it matters.

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Stop switching between helpdesk tools to manage customer support

Converso's shared team inbox brings AI customer support agents and your team into one workspace - so every conversation, across every channel, lives in one place.

One thread per customer

AI agent and human replies appear in the same chat. No split thread, no duplicated customer service work.

Full context

Complete conversation history carried across every AI-to-human handover. Customers never need to repeat chat.

Assign and collaborate

Route customer conversations to the right person, add internal notes, and manage team inbox workloads at a glance.

Every channel, one view

WhatsApp Business and webchat managed from a single AI helpdesk. No tab switching, or need for separate tools.

AI-to-human handovers with full context

When a conversation moves from an AI customer support or AI sales agent to a human, the full history goes with it. Your team sees everything - what the customer asked, what was resolved, and what still needs attention.

Complete AI-to-human conversation history visible

Context preserved across AI agent ↔ human agent

Your team resolve issues and closes opportunities faster

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Team inbox management - assign, prioritise, and resolve

Every conversation has a clear owner. Assign chats to AI or team members, track resolution status, and add internal notes so nothing falls through the cracks.

Assign customer conversations to specific team members

Personal My Inbox for each agent's assigned chats

Visibility into human and agent workloads and resolution status

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WhatsApp Business and webchat in one AI-powered inbox

No separate helpdesk tools. No switching between tabs. Your team manages every customer chat - regardless of channel - from a single omnichannel inbox.

Consistent AI customer service experience across channels

WhatsApp Business Platform integration built in

Close resolved conversations and stay focused

Find out more about WhatsApp Business Platform

Frequently asked questions

How is the shared team inbox different from a normal AI helpdesk?

Most AI helpdesk software treats AI and human conversations separately. Converso's shared team inbox puts them in the same workspace - AI agent and human replies appear in one thread per customer, with full context carried across every handover. It works for support and pre-sale conversations alike.

Can I see what the AI customer support agent said before I take over?

Yes - the complete conversation history is visible at all times. When a chat is handed over from the AI agent, you see every message exchanged with the customer, so you never have to ask them to repeat themselves.

How does conversation assignment work?

You can assign conversations to specific team members, track ownership and resolution status, and view each agent's workload. Assigned conversations appear in the assignee's personal My Inbox, so nothing gets missed.

What channels does the AI customer support inbox support?

WhatsApp (via the WhatsApp Business API) and webchat are supported today, with more channels coming soon. All conversations from both channels appear in a single unified view - no separate helpdesk tools required.

Does the customer know they've been transferred to a human?

Yes - a notification appears in the chat, together with the name and picture of the agent. The customer stays in one continuous conversation thread. Handovers are smooth - there's no disruption, no new chat window, and no need to re-explain the issue.

Can team members leave internal notes on a conversation?

Yes - add internal notes to any conversation for other team members to see. Notes are private and never visible to the customer, making it easy to hand off context between colleagues.