Build your shared team inbox.

How to build your shared team inbox

1. 1

   Describe the job

   Keep conversations, response ownership and team handoffs visible in one inbox.

2. 2

   Review the first version

   Choose how the support agent records the conversation and how the support lead reviews the next step.

3. 3

   Refine the views

   Ask First to adjust the fields and views for the people who will use the app.

4. 4

   Test before sharing

   Walk through the process with a sample record and check who owns the next action.

What to include in your shared team inbox

• Keep the conversation in context

  Keep conversation, channel, assigned owner, last response, next action and handoff together so the next person can understand the request or record.

• When the next step needs a decision

  Two agents draft replies to the same conversation. Preserve assignment and a send boundary so a handoff does not produce duplicate external messages.

• Keep handoff visible

  Record the next owner and update before considering the conversation handed over.

• Choose what each person needs

  Give the support agent a working view and the support lead a review view. Keep conversation and channel attached to the decision as the work moves between them.