Shared Team Inbox — Feature Tour

The Conversations page is where your team lives every day — not a channel to set up once, but a workspace you open first thing in the morning.

Every inbound message — from WhatsApp, email, Instagram, live chat, Telegram — lands in your unified inbox automatically. Your team sees them all in one omnichannel list, assigns tickets, replies, leaves internal notes, and closes conversations without switching between apps. Nothing to configure: as soon as a channel is connected, its conversations appear here.

At least one connected channel (WhatsApp, email, etc.)

Invite team members for collaboration (optional)

Click any numbered dot to learn what that zone does.

Annotated overview of the SendSeven shared team inbox workspace showing conversation list, reply editor, and contact panel

Slash Commands palette in SendSeven inbox

@Mention dropdown to assign a ticket to a teammate

Contact Information panel showing custom fields in SendSeven

Ticket Assignment dropdown showing available agents in SendSeven

AI Summarization dialog when closing a ticket in SendSeven

Smart Search panel finding similar past tickets in SendSeven

  1. Navigate to Conversations
  2. Filter and find conversations
  3. Assign tickets to team members
  4. Use reply tools and slash commands
  5. Add internal notes and mentions
  6. Close and manage tickets

FAQ

What channels does the shared inbox support?

SendSeven supports WhatsApp Business API, SMS, email, Instagram Direct Messages, Facebook Messenger, live chat widget, and Telegram. All conversations from these channels appear in the unified inbox automatically.

Can all team members see and reply to conversations?

Yes, if they have inbox access. You control permissions per team member through role-based access controls. You can set different permission levels: view-only, reply-only, or full access including assignment and closing conversations.

Is there a mobile app for the inbox?

SendSeven's web app is fully responsive on mobile devices and tablets. While the mobile experience is optimized for quick replies and status updates, the desktop version is recommended for agents handling high conversation volumes.

Can I set up notifications for new conversations?

Yes. You can configure email, in-app, and browser notifications for new conversations, replies to assigned conversations, mentions, and assignment events. Each team member can customize their notification preferences independently.

Is the full conversation history available?

Yes. On any Full Suite plan, complete conversation history is retained indefinitely for every customer contact. On API Only, history is kept for 90 days. You can see the entire timeline of interactions across all channels, including previous conversations, attachments, and system events.

Can I use labels and filters to organize conversations?

Yes. Create unlimited custom labels (e.g., 'urgent', 'billing', 'feature-request', 'vip-customer') and apply them to conversations. Filter and sort by label, channel, assignee, status, or date. Saved filters help you quickly view specific conversation types.

How does integration with other tools work?

SendSeven integrates with Zapier, Make, Slack, and provides native REST APIs. You can sync customer data to your CRM, trigger automations on new conversations, post inbox activities to Slack channels, or build custom integrations using our API documentation.