The Shared Inbox enables members of the same group to view all conversations held in the Inbox. Messages are visible to everyone, facilitating collaborative work in the Zenvia Customer Cloud. 

With this option active, it is possible to assign and transfer contacts, track interactions, and other actions made by your peers with greater ease. Learn in this article how this feature works when enabled and disabled.

⚠️ Attention: Only users with Operator and Admin profiles can configure this functionality.

How the shared service box works

By default, the Shared inbox comes deactivated. Users receive contacts for assistance individually and cannot view the lists of conversations and tasks of group colleagues in the Teammates section.

But when the Inbox is shared, any user can assign a contact, schedule reminders, close an assistance, and transfer a contact. For better identification of who performed these actions and to keep the group aligned, there are notes in the contact chat indicating the user and what was done.

💡 Tip: With the service box active, viewer and agent profiles can view their teammates’ conversations.

How to enable the shared service box

To enable it, follow the steps below:

1. In the side menu, go to Customer Service > Settings > Customer Service teams;

2. Choose the group you want to enable this function for and click on the 3 dots;

3. Select the Group Settings option;

4. Enable an Inbox with all the group’s members option;

5. Click Save.

Done! Now your Inbox is shared with your teammates. To deactivate it, just follow the same steps and disable the sharing option.

⚠️ Attention: Users in a different group than the one chosen do not have this function enabled, so they do not be able to view conversations from other groups.