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Shared Inbox
Shared Inbox
Manage all customer conversations from a single unified inbox.
The GudDesk shared inbox brings every customer conversation into one place — live chat, email, and bot interactions — so your team never misses a message.
How It Works
When a customer sends a message through any channel (chat widget, email, or bot), it appears in your shared inbox as a conversation. Each conversation has:
- A status: Open, Snoozed, or Resolved
- An assignee: The team member responsible (or unassigned)
- Tags: Labels for organization and automation
- Priority: Low, Normal, High, or Urgent
Inbox Views
The inbox provides several views to help you stay organized:
- Mine — Conversations assigned to you
- Unassigned — Conversations that need someone to pick them up
- All — Every open conversation across the team
- Snoozed — Conversations set to reopen at a specific time
- Resolved — Closed conversations (searchable for reference)
Replying to Conversations
Click any conversation to open the detail view. You can:
- Reply — Send a message back to the customer
- Add a note — Leave an internal note for your team (customers don't see this)
- Assign — Hand the conversation to a specific team member
- Tag — Add labels for filtering and automation
- Snooze — Hide the conversation and bring it back at a scheduled time
- Resolve — Mark the conversation as complete
Real-Time Collaboration
When multiple team members are viewing the same conversation, you'll see their avatars in the conversation header. GudDesk uses real-time updates so everyone sees new messages instantly — no need to refresh.
Keyboard Shortcuts
Navigate your inbox faster with keyboard shortcuts:
| Shortcut | Action |
|---|---|
j / k | Next / Previous conversation |
r | Reply |
n | Add internal note |
e | Resolve conversation |
a | Assign to team member |
/ | Search conversations |
Next Steps
- Learn about assignments and workflows
- Set up automations to auto-route conversations