Unified Inbox for Customer Support Teams

ShuttlePro’s unified inbox brings customer conversations from WhatsApp, Instagram, Facebook, and email into one shared workspace, so support teams do not have to manage conversations separately across phones, social inboxes, or email tools.

Each conversation can be handled with clear ownership, status, labels, and internal context. This helps teams see which conversations are new, in progress, waiting, resolved, or need escalation. For teams handling high message volume, the unified inbox becomes the main operating layer for customer support, instead of just another messaging screen.

Yes. ShuttlePro’s unified inbox can help teams manage conversations across multiple brands, stores, or support queues while keeping ownership clear. This is useful for retail and eCommerce businesses that operate more than one brand, location, page, or online store.

Teams can organize conversations by brand, channel, agent, queue, or workflow so the right person handles the right customer interaction. This helps multi-brand teams avoid mixing conversations, missing follow-ups, or losing visibility across support operations. For deeper multi-brand workflows, teams can also use ShuttlePro’s Multi-Brand / Multi-Store solution.

ShuttlePro’s unified inbox is designed to make support ownership visible. Conversations can be assigned to the right agent or team, and statuses can help teams understand whether a conversation is new, being handled, waiting for a customer, or resolved.

Labels help organize conversations by intent, such as order status, COD, complaint, return, exchange, product query, or escalation. Internal notes allow team members to share context without sending that information to the customer. Together, these features help support teams collaborate without losing context during handoffs.

Duplicate replies and missed follow-ups usually happen when multiple agents are working from different devices, inboxes, or platforms without clear ownership. ShuttlePro reduces this problem by giving teams one shared inbox where conversations can be assigned, tracked, and updated with statuses.

When every conversation has an owner and a visible workflow, agents can see who is handling what. This helps reduce agent collisions, repeated replies, unresolved conversations, and follow-ups that disappear inside long chat threads.

Yes. ShuttlePro’s unified inbox is connected with Ticketing & Complaints, so important conversations can be escalated into tracked tickets when follow-up is required.

This is useful for complaints, delivery exceptions, returns, refund requests, payment issues, repeat customer concerns, or any case that should not remain only inside a chat thread. Once escalated, the issue can have an owner, status, follow-up history, and accountability through Audit Trail.