Shared Inbox
Shared Inbox
Multi-user conversation ops: queues, assignment, departments, tags, and close/transfer workflows.
What the Shared Inbox is
The Shared Inbox is Calypso’s real-time workspace for handling live customer conversations across multiple users.
It’s designed for operational correctness:
- Single-owner execution via assignment (prevents two people replying in parallel)
- Clear queues for triage vs active work
- Department-aware visibility to keep teams focused
- A clean boundary between automation (Workflows) and human handling (Shared Inbox)
How conversations arrive
Most conversations enter Shared Inbox through an Inbox handoff step in a workflow.
- See: Inbox handoff
Queues (tabs)
Shared Inbox has three operational queues:
- Waiting: unassigned conversations that need triage
- All Taken: conversations currently assigned to someone
- Mine: conversations assigned to you
Depending on role, the UI may show a simplified view:
- Agents typically see Waiting + Mine
- Admins/Owners see Waiting, All Taken, and Mine
Core actions
Transfer a conversation
Use Transfer Conversation to move ownership to another agent. This updates queues immediately (e.g. the chat moves from Waiting to Mine for the new assignee).
Add tags
Use tags to capture state and intent. Calypso supports:
- Session tags (hot tags): apply only to the current conversation/session
- Client tags: persist on the customer record
Close a chat
Closing removes the conversation from active inbox queues. Depending on your configuration, closing can optionally:
- keep the user assigned to you (for tracking continuity)
- unsubscribe the user (to prevent future outbound)