Daily use
Shared inbox: assignment and coverage
How a team shares one number without losing track of who owes whom a reply.
One number, many agents
Every conversation lands in the shared inbox, visible to anyone with inbox.view. Conversations can be assigned to a teammate. Assignment replaces 'forwarding to Brian' with an auditable action.
Every reply, assignment, and status change writes an audit event with the actor and timestamp. Nothing in the inbox is anonymous.
Coverage that isn't hope
The conversation_unassigned_threshold trigger exists for one reason: 'someone will check the phone' is not a process. When unassigned conversations cross your threshold, an automation can notify a channel, create a task, or escalate.
Set the threshold to match your promised response time, not your best case. If you promise replies within an hour, the threshold fires at 45 minutes, not at close of business.
Reply quality
The AI copilot drafts; humans send. Use it for first drafts on repetitive questions, then edit. A person controls the send button on every message.
Next: request access to the desktop app or read the public changelog.