Updated October 9, 2026
What is a shared inbox?
A shared inbox is one queue where a team reads and replies to customer messages together. Each connected channel appears in the same list. Anyone with access can answer, assign the conversation, or follow up, instead of keeping the chat in one person's private app.
What the team shares
The queue holds the conversations, not a copy locked to one login. Open, assigned, waiting, and closed threads are visible to the people who are allowed to see that project.
A reply sent from the queue goes back on the channel the customer used. The transcript stays in the workspace after the reply is delivered.
What does not belong in the customer thread
Private notes and teammate chat stay off the customer record. A note is for the team. The customer sees only the reply you send.
Public brand mentions are a different kind of message. They can live in their own queue so a comment on a post is not mixed into a private support chat.
How this works in Klientr
Website chat, Telegram, and email share the inbox on Starter. Team and above add WhatsApp, Messenger, and Instagram. One open conversation is kept per contact and channel.
Tasks, bookings, and a PayPal or Stripe charge can sit on that same conversation, so the follow-up does not leave the thread.