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People today are not confined to SMS or email which means brands get messages from a variety of communication channels. With businesses understanding the importance of having an omnichannel presence, it could be challenging to keep up with various digital platforms or manage queries from multiple social media accounts for your business. This is where the concept of shared inbox comes in and changes everything.

shared inbox

Today, we discuss what is a shared inbox and give you the answers you seek.

What is a shared inbox?

A shared inbox is an email inbox that many team members may access, receive, and respond to emails from.  For example, a help desk or support team could use the support@companyname email account to collect and respond to all customer inquiries in one place.

Choose Trengo as the Ultimate Shared Inbox Management Platform

Gone are the days of shifting between tabs and keeping up with dozens of inboxes, with Trengo, all your customer interactions are centralized in one spot. This allows you to automate discussions and workflows, connect with your favorite tool, and interact better with teammates. 

Automatisation could help in the reduction of regular job workflows, resulting in improved productivity and production.  It may help to improve product or service quality and limit the possibility of human oversight.

Shared Inbox Management

The platform helps you keep track of all that is happening and increases team productivity. To begin, get your free demo today!

Shared inbox features

Let’s talk about the shared inbox features that have helped businesses streamline operations and enhance communication.

  • Central Communication
  • Access for Multiple Users
  • Message Distribution
  • Message Monitoring and Status
  • Threaded Discussions and Teamwork

How does a shared Inbox work?

Shared inbox solutions often function in the following manner:

  • Forward – When users mail your business’s mailing address, for example, support@company.com, the message is immediately routed to the shared inbox software.
  • View – The emails are shown in the Team Inbox, providing your team with a shared look at every message that arrives while streamlining future communication into a single discussion.
  • Assign – You highlight email conversations and allocate them to specific team members.
  • Collaborate – Members on your team may now contribute to discussions with confidential, private comments and drafts – there’s no need to Cc, forward, or Bcc any individual.
  • Reply – The person in charge of the interaction responds to the customer.  With the aid of automated technologies and high-quality, already-prepared replies, the customer gets a high-quality and customized response.

Why use a shared inbox?

The lack of an organized framework is the most significant challenge businesses meet while managing different communication channels.  This might lead to clarity and consistency in messages and customer interaction.  Furthermore, if all channels are not maintained in one area, it might be tough to track and analyze their efficacy.

Why use a shared inbox

Customers contact the organization by email, social media, or call.  This makes it more difficult for companies to reach out to and answer all inquiries and requests on time.  Businesses require a centralized system to gather messages from all accessible channels, filter them by significance, and then route them to the appropriate person for a response.

So, if you wish to have more organization in connecting with customers and teams, a shared inbox is the way to go.

Who can use a Shared Mailbox?

Shared mailboxes are perfect for teams that handle a high volume of emails – for instance, customer support teams. Customers often email businesses with their queries and issues, these queries arrive at a common support inbox, from where they are assigned to different agents.

Similarly, Finance teams can use shared mailboxes such as payables@ – to streamline communication around payments– and @receivables – to handle all invoice-related concerns from vendors. HR teams can have hr@ or jobs@, to centralize all queries from employees and potential candidates.

Benefits of a shared inbox

A shared inbox:

  • Helps you to keep track of team activity and clearly split their responsibilities. 
  • It gives team members a visible setting to see what activities or projects other staff members are working on. 
  • A shared inbox enables users to segregate their messages among various team members and may be used to give tasks to team members. 
  • If an employee is unable to work, another team member from the same group can take over the operation and react to the customer’s request.
  • It increases both the company’s productivity and the quality of service it provides while also ensuring no potential leads are lost.

Tips for Shared Inbox Management

The following are some recommended practices for shared inbox management.

Make a list of saved responses

Canned responses, also known as saved responses, are already filled with shared inbox responses.  They enable agents to respond to consumer inquiries instantly. A broad database of stored responses can boost the efficiency of the customer care staff.  You can help more clients by using template responses.

Canned responses

Routing Rules

One of the most notable practices of shared inboxes is the ability to route messages to the appropriate department based on the customer’s question.

Create a Chatbot

In today’s global setting, automation is a beneficial technique because customers have certain expectations and demand quick service. Shared inbox platforms like Trengo allow you to construct chatbots and enhance customer communications while sorting redundant tasks without human intervention.

Adding a knowledge base

Knowledge management solutions are ideal for large organizations that need to communicate, store, and manage vast amounts of material between teams and departments.

Set business hours

By configuring your business hours on Trengo, you can manage customer messages received outside of your working hours efficiently. An automated message is sent to customers, notifying them that you are currently unavailable but specifying the time when you will be able to address their inquiries.

Contextual Conversations

To provide the best experience for clients, your company must offer a customized experience, which implies that your services must go above and beyond just meeting customers’ demands.  Providing customized customer care is easier than ever with automation.

To provide context to your customer support and personalize the experience, you must collect user profile data.  You may access a variety of data to provide the most incredible experience to your customers, including:

  • Automatically assigning tags based on your customers’ behavior.
  • Understanding consumer intent based on their internet activity.
  • Knowing your consumers’ demographics.


As the business grows, your communication facilities must accommodate it. You’ll never feel overwhelmed by creating more contact methods for your customers to reach you with a shared inbox.  Use as many médias sociaux connections as your company needs while tracking all activity in one location to maximize customers.  You may meet your consumers wherever they are, and they will always be able to reach you on Trengo.


Carol, spécialiste chevronnée du service client dans les médias sociaux, a pour mission de partager des informations précieuses. Elle allie la narration et le contenu axé sur les données pour offrir des conseils pratiques sur l'amélioration des interactions avec les clients. Rejoignez Carol pour naviguer dans le monde dynamique du service client numérique.

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