Shared Inbox
Manage customer conversations collaboratively across email, chat, and social in a shared inbox.
Executive Summary
Help Scout's Shared Inbox centralizes all customer communications, including email, live chat, and social media messages (like Facebook Messenger), into a single, collaborative platform. This eliminates the chaos of traditional inboxes, allowing support teams to manage inquiries efficiently and consistently from one shared space. The platform provides agents with a comprehensive view of each customer, including their profile, full conversation history, and activity from integrated apps. Features like private notes, conversation assignment, and collision detection foster seamless team collaboration, ensuring that multiple agents don't accidentally reply to the same customer and that internal discussions remain separate from customer-facing interactions. Designed for B2B teams, Help Scout's Shared Inbox streamlines customer support operations, enhances agent productivity, and enables businesses to deliver personalized and timely customer service. It's an essential tool for teams looking to organize their support channels, improve internal coordination, and elevate the overall customer experience.
Use Cases
- Centralizing email support for customer service teams.
- Managing live chat interactions alongside email for unified support.
- Handling customer inquiries from social media platforms like Facebook Messenger.
- Enabling team collaboration on complex customer issues with private notes and assignments.
- Supporting multiple brands or departments with separate, dedicated shared inboxes.
Features
Visibility
- Customer Profiles & History: Access customer profiles, conversation history, and app activity to provide personalized support.
- Collision Detection: Prevents multiple agents from replying to the same customer conversation simultaneously.
Support
- Private Notes: Allows team members to add internal notes to conversations for seamless collaboration without customers seeing them.
- Conversation Assignment: Assign conversations to specific team members or teams for efficient workload distribution.
- Scheduled Replies: Schedule replies to be sent at a later time.
Technical Specifications
- Deployment
- SaaS
- Authentication
- OAuth/OIDC
- API Available
- Yes
Integrations
- HubSpot
- Iorad
Security & Compliance
Certifications: SOC 2
Pricing
- Model
- Per user, per month
- Starting Price
- Starting at $20/user/month (billed annually)
- Target Customer
- SMB,Mid-Market
- Contract Type
- Annual,Monthly
- Free Trial
- Yes, 15 days (no credit card required)
Ratings & Reviews
G2: 4.7/5/5
About helpscout
Help Scout is a global remote SaaS company that provides a customer support platform, including a shared inbox, knowledge base, and multichannel messaging. It offers AI, automation, and reporting tools to help teams deliver human-centered support. The company serves small to mid-market businesses across various industries.