A shared team inbox lets several people work on customer conversations with common history and clear responsibility. HeidelAI brings WhatsApp and connected messaging channels into a team workspace with notes, ownership and AI assistance.
Sharing access is different from sharing responsibility
A conversation can be visible to the whole team and still have nobody responsible for replying. Agree on an owner and a next action. When a colleague takes over, preserve the original request, relevant products and commitments already made.
A handoff example
A counter salesperson answers a product enquiry but needs a manager to approve commercial terms. Add the relevant internal context and move responsibility to the right person. The customer should receive one coherent response rather than conflicting replies from two employees.
Check these behaviors in a demo
- Two users can locate the same conversation without losing context.
- Ownership and internal notes are understandable.
- A transfer preserves the latest messages and relevant customer details.
- AI assistance can hand work back to the team.
- Available actions reflect the user's role.
Access and privacy
HeidelAI includes authenticated, tenant-scoped workspaces and role-aware controls. Review the current plan comparison for customer-number visibility controls. Confirm the permissions for your actual roles before onboarding the team; visibility controls do not replace staff training or a data-handling policy.
Planning team capacity
Review included seats and additional-seat costs. A shared number does not automatically imply unlimited users. Use the current pricing table to compare the cost of the team you actually plan to operate.