One Inbox for Every Conversation, AI and Human
All your AI and human conversations in one place. Real-time updates, unread tracking, team routing, and one-click handover between AI and human agents.
No credit card required · Free forever plan · 5-minute setup
Real-time
Sync & updates
11
Channels supported
Unlimited
Agent seats
Full
Visitor intelligence
Scattered conversations across tools mean lost context, slow responses, and frustrated customers.
Your AI bot runs on one platform, live chat on another, and emails come in through a third. Agents waste time switching between tools, customers repeat themselves, and important conversations fall through the cracks. You need a single source of truth where every conversation, AI-handled and human-handled, lives in one unified, real-time view.
Why teams choose LoopReply for Shared Inbox
Unified AI + Human Inbox
Every conversation appears in a single inbox regardless of whether it's handled by AI, a human agent, or both. Filter by status, assignee, channel, or bot to find any conversation instantly.
Real-Time Messaging
Powered by WebSocket and Pusher, every message appears instantly. No polling, no refresh buttons. Typing indicators, read receipts, and live status updates keep agents and customers in sync.
Visitor Intelligence Sidebar
See everything about the visitor in a side panel: browser, device, location, referral source, previous conversations, collected variables, and custom tags. Context at a glance without switching tabs.
Team Assignment and Routing
Assign conversations to specific team members or teams. Set up automatic routing rules based on topic, language, priority, or round-robin distribution so workload is balanced.
Conversation Status Management
Track conversations through clear statuses: open, pending, snoozed, resolved, closed. Agents can snooze a conversation to follow up later, and automated reminders ensure nothing is forgotten.
Cross-Channel Support
Conversations from web chat, WhatsApp, Messenger, Instagram, Telegram, SMS, Slack, Discord, Teams, email, and voice, all in the same inbox with the same interface and the same tools.
Shared Inbox in 5 simple steps
Conversations Flow In
When a visitor messages your bot from any channel, whether web widget, WhatsApp, Messenger, or others, the conversation appears in your shared inbox in real time.
AI Handles Automatically
Your AI workflow processes the conversation. The inbox shows the full AI interaction with message-by-message visibility so agents can monitor without intervening.
Agents Get Notified
When a conversation needs human attention, via escalation trigger or manual assignment, the assigned agent gets an instant notification with the conversation highlighted in the inbox.
Respond with Full Context
Agents reply directly in the inbox with the visitor intelligence sidebar open. They see every previous message, collected data, and visitor profile without switching tools.
Resolve and Track
Mark conversations as resolved, add internal notes, tag for analytics, or hand back to the AI. Every action is logged for team performance tracking and quality assurance.
LoopReply vs the rest
| Feature | LoopReply | Others |
|---|---|---|
| Unified AI + human inbox | Intercom: Separate AI and support views | |
| Real-time WebSocket messaging | Zendesk: Polling-based (delayed) | |
| Visitor intelligence sidebar | Crisp: Basic visitor info | |
| Team routing rules | Advanced (topic, language, round-robin) | Freshchat: Basic assignment |
| Conversation status management | 5 statuses + snooze | Varies (2–3 statuses typical) |
| Cross-channel support | 11 channels | Intercom: 5–7 channels |
| AI conversation monitoring | Zendesk: Separate AI dashboard | |
| Internal notes | Crisp: Yes | |
| Unlimited agent seats | On Scale+ plans | Most charge per seat |
| Starting price | Free | From $29–$79/seat/mo |
Traditional helpdesks charge per agent seat and separate AI from human tools. LoopReply unifies everything in one inbox with real-time updates and generous seat allowances, so your whole team can collaborate without per-seat costs eating your budget.
Who uses Shared Inbox?
Customer Support Teams
Support agents manage AI-escalated and direct conversations in one place. Team leads monitor the inbox to ensure SLAs are met and redistribute workload in real time.
Sales Teams
Sales reps see AI-qualified leads the moment they're flagged. The visitor intelligence sidebar shows referral source, pages visited, and qualifying answers, everything needed to close.
Agencies
Manage conversations across multiple client workspaces from one account. Each workspace has its own inbox, bots, and team members, fully isolated but centrally accessible.
E-commerce Operations
Customer service, order support, and pre-sales questions all flow into one inbox. Agents can filter by conversation type and handle high-priority issues first.
Common questions about Shared Inbox
Yes. The shared inbox is built for team collaboration. Multiple agents can be online simultaneously, each seeing real-time updates. Conversation assignment prevents two agents from responding to the same customer, and collision detection shows when another agent is viewing or typing in a conversation.
Yes. Conversations from web chat, WhatsApp, Facebook Messenger, Instagram DMs, Telegram, SMS, Slack, Discord, Microsoft Teams, email, and voice calls all appear in the same inbox. Agents don't need to switch tools. They respond from one unified interface regardless of where the customer messaged from.
Conversations can be assigned automatically via routing rules (based on topic, language, team, or round-robin) or manually by team leads. When a conversation is assigned, the agent receives a real-time notification. Unassigned conversations appear in a shared queue that any available agent can pick up.
Absolutely. The full conversation history is visible in the inbox, including every AI message, user response, collected variables, and the specific escalation reason. You never go in blind. You have complete context from the first message to the handover point.
The shared inbox is fully responsive and works on mobile browsers. You can respond to conversations, view visitor intelligence, and manage assignments from your phone. A dedicated mobile app is on our roadmap for teams that need push notifications and offline access.
Set it up with these guides
- AI Chatbot vs Live Chat: A Practical Comparison
Choose AI responses, staffed live chat, or human handover by request type. Plan after-hours wording and compare the results of a small trial.
- Chatbot-to-Human Handover: Best Practices
Set a clear handover trigger, write honest waiting messages, assign coverage, check transcript context, and decide when the AI may respond again.
Ready to get started?
Try Shared Inbox free. No credit card required.
Free plan includes 1 AI Agent, 500 messages per month, visual workflow builder, and knowledge base. Pro starts at $49/month.