Shared inbox
A shared customer-service inbox for sellers
One inbox the whole team can work from — with ownership, notes, and status instead of forwarded messages and shared passwords.
What is a shared inbox?
A shared inbox is a single mailbox or conversation workspace that several people manage together, with tools that a personal inbox lacks: assignment, internal notes, statuses, and a visible history of who replied. For sellers, it is how a team handles buyer conversations without sharing one login.
Shared inbox vs personal inbox
| Personal inbox | Shared inbox | |
|---|---|---|
| Ownership | Implicit, often unclear | Explicit assignment |
| Duplicate replies | Common with two or more people | Visible ownership prevents most |
| Internal discussion | Separate chat or email | Notes attached to the conversation |
| Accountability | Hard to reconstruct | Recorded on the thread |
| Onboarding a new assistant | Shadowing and guesswork | Queue, policies, and drafts |
Built for employees and virtual assistants
Most seller teams include someone who does not know the business as well as the owner does — a new hire, a part-timer, a remote assistant. A shared inbox is how you give that person real work without giving them your account credentials or a constant stream of questions.
- Individual accounts and roles instead of a shared login.
- A queue of conversations to work, rather than an unbounded mailbox.
- Written policies and saved replies so answers stay consistent.
- Internal notes for asking before sending something uncertain.
- A record of what was sent, which makes review and coaching possible.
Give your team a better way to handle buyer messages
Workflow is what changes when customer service stops being one person's job.
- Assign conversations so every message has a clear owner.
- Leave internal notes that buyers never see.
- Move conversations through statuses: unassigned, waiting for buyer, waiting for seller, resolved.
- Work from team queues instead of a single personal inbox.
- See what is open, what is stalled, and what has already been answered.
Teach your team how your business works
A short, maintained knowledge base is the difference between consistent answers and improvisation.
Give your team consistent answers without making them memorize every policy. The same knowledge grounds the AI drafts, so the assistant and the software are working from one source of truth.
- Shipping policy — carriers, cut-off times, handling time, and what you do when something is late.
- Return policy — windows, who pays return shipping, and how you handle not-as-described claims.
- Condition standards — how you describe used, refurbished, and for-parts items.
- Combined shipping and offer policies — what your team can agree to without asking.
- Packaging standards and common buyer questions you answer every week.
How it works
Setup is a short, ordinary process — no implementation project.
- Create your workspace and invite the people who answer buyers.
- Connect your eBay seller account so buyer messages and order context flow into the inbox.
- Add your policies and saved replies so answers stay consistent across the team.
- Assign conversations, use AI drafts as a starting point, review, and send.
Frequently asked questions
How many people is a shared inbox worth it for?
Two is usually enough. The problems a shared inbox solves — duplicate replies, unclear ownership, inconsistent answers — appear as soon as a second person starts replying.
Can I control what each team member can do?
Yes. Team members have their own accounts and roles rather than sharing one set of credentials.
Is a shared inbox the same as a CRM?
No. A CRM is organized around customer records and sales pipeline. A shared inbox is organized around conversations that need an answer.
Keep reading
One inbox for the whole team
Start free and give employees and assistants a workspace instead of your password.