Shared Inbox Overview

Shared Inbox lets your team manage external conversations — email and SMS — from a single place inside Coherence. Assign, snooze, and collaborate on conversations without switching tools.

What is Shared Inbox?

A shared inbox is a team-visible mailbox (e.g. support@, sales@) where every incoming message becomes a conversation that any team member can pick up. Unlike personal email sync, shared inboxes are designed for collaboration: conversations can be assigned, snoozed, commented on internally, and tracked in real time.

Key Features

• Team conversations — Incoming emails and SMS appear as threaded conversations visible to the whole team
• Assignment & claiming — Assign a conversation to a teammate or claim it yourself so everyone knows who's handling it
• Snooze — Temporarily hide a conversation and have it reappear at a chosen time
• Internal notes — Leave comments with @mentions that are visible to your team but never sent to the customer
• Real-time presence — See who else is viewing or replying to a conversation right now
• Priority levels — Mark conversations as urgent, high, normal, or low priority
• Status tracking — Conversations flow through open, pending, snoozed, and closed states

Plan Availability

Shared Inbox is available on the Pro plan and above.

Getting Started

1. Click Shared Inbox in the sidebar navigation
2. Create a new inbox and give it a name (e.g. "Support", "Sales")
3. Connect an email account or phone number
4. Incoming messages will appear as conversations your team can manage