Using the Multi-Agent Shared Inbox
Master team chat assignment, private internal notes, and 24-hour service timers.
1. Conversation Queues
Unassigned: Incoming messages that have not yet been assigned to any specific team member.
Assigned to Me: All conversations where you are designated as the lead agent.
All Conversations: Full audit log of all workspace customer interactions.
2. Meta 24-Hour Messaging Window
Meta allows free-form customer service messaging for 24 hours following the customer’s latest message.
A live countdown timer is visible in the conversation header. When the 24h window closes, you can re-open dialogue using approved HSM Message Templates.
3. Leaving Private Internal Notes
Switch the composer mode to "Internal Note" to write private context for teammates (e.g. "Customer requested custom quote for 5,000 units").
Internal notes are highlighted with an amber lock icon and are never sent to the customer.