Team inbox visibility: who is waiting, and who is replying.
Tabs for All, Needs action and Tickets, filters for who is replying, and routing that assigns handed-off chats to an online teammate.
- Set up in minutes
- Review before anything sends
Seats: Starter 1 seat ($59/mo), Growth 5 seats ($129/mo), Pro unlimited seats ($349/mo). No per-seat fee.
The short answer
How does a team see who needs a reply in Instant Reply?
The shared inbox has three tabs: All, Needs action (customers waiting more than 7 minutes) and Tickets (open handoffs with wait time). Filters show who is replying: the AI, a person or the customer. Routing assigns handed-off chats to an online teammate. Every member sees every chat; there is no assign menu on a thread and no private inbox.
Last verified
Key facts
- Tabs: All, Needs action, Tickets.
- Needs action: warning at 7 minutes, breach at 10, refreshed every 5 minutes.
- Filters: channel, status, lead temperature, who is replying.
- Seats: 1 seat / 5 seats / unlimited seats on Starter / Growth / Pro.
- No assign menu on a thread and no private inboxes.
Verified capabilities
What the team can see today
Checked against the dashboard and backend source and plan data on October 2, 2026. The last two rows list what does not exist.
Swipe the table sideways to see every column.
| Capability | How it works today | Plans |
|---|---|---|
| One shared inbox | Every teammate sees the same conversations. Filter by channel, status, lead temperature and who is replying (the AI, a person, or the customer). | All plans |
| Needs action tab | Lists chats where the customer has waited without a reply: a warning after 7 minutes and a breach after 10. A background job refreshes these states every 5 minutes, so the list can lag by that long. | All plans |
| Tickets tab | Open handoffs, with how long each has waited and who replied last. A count badge shows open tickets. | All plans |
| Roles and invites | Invite teammates by email as owner, admin or member. Seats: Starter 1, Growth 5, Pro unlimited. | 1 seat / 5 seats / unlimited seats |
| Who owns a chat | Routing assigns handed-off chats to an online teammate by capacity and share, and the AI stays quiet on a chat with an owner. See the lead routing page for settings. | Teams with 2+ seats |
| Customers page buckets | Ready now, At risk, Needs handoff and Customers show which leads need attention first. | All plans |
| Recent Activity | A feed of recent customer conversations and reply events across connected channels, each opening its thread. | All plans |
| Assign menu on a thread | There is no assign-to dropdown on a thread. Assignment comes from routing, the API or the MCP server. | Not available |
| Private inboxes | Every member sees every conversation. There are no private per-person inboxes. | Not available |
Best fit
Use it when several people answer the same inbox.
It shows what is waiting and who is on it.
Best fit
Teams of two or more on Instagram, Messenger and WhatsApp DMs.
Check first
The Needs action thresholds are fixed at 7 and 10 minutes.
Pick something else if
You need private inboxes, a lock on a thread or an assign menu.
How it works
How It Works
Invite your team
Add teammates by email as owner, admin or member, within your plan's seats.
Watch the queue
Use All for everything, Needs action for chats waiting on a reply, and Tickets for handoffs.
Let routing assign
Handed-off chats go to an online teammate by capacity and share.
Why teams choose it
What stops chats from slipping
A visible queue and a named owner for handoffs.
A waiting list
Needs action shows chats where the customer has waited 7 minutes or more.
Handoff tickets
The Tickets tab lists open handoffs with wait time and who replied last.
Know who is replying
Filter by the AI, a person or the customer.
A named owner
Routing assigns handed-off chats and the AI stays quiet on owned chats.
Best fit
Perfect for teams that move fast in DMs.
Shared sales inbox
Scenario
Three reps share the inbox. Needs action shows who has waited, and the reply filter shows chats the AI is still handling.
Outcome
Handoffs
Scenario
A customer asks for a person. A ticket opens and routing assigns it to an online teammate.
Outcome
A lean team
Scenario
Two people use Needs action to decide what to answer first.
Outcome
The difference
Why Switch?
Without Instant Reply
With Instant Reply
Common questions
How do two people avoid replying to the same chat?
The inbox shows who is replying (the AI, a person, or the customer) and the AI stops on a chat that has an owner. Routing can assign a handed-off chat to one teammate. There is no lock, so two people can still open the same thread.
What is the Needs action tab?
It lists chats where a customer has waited with no reply: a warning after 7 minutes and a breach after 10. The states refresh every 5 minutes.
Can I assign a conversation to a teammate from the thread?
Not from a menu on the thread. Routing assigns handed-off chats to an online teammate, and the API and MCP server can assign to a named person.
What roles can teammates have?
Owner, admin and member. Owners and admins can change routing settings; members can view them and work conversations.
How many teammates can I add?
Starter ($59/mo) has 1 seat, Growth ($129/mo) has 5 seats and Pro ($349/mo) has unlimited seats. There is no per-seat fee.
Can some teammates see only their own chats?
No. Every member can see every conversation in the workspace.
Related features
Features that work with this one
Each page below covers the next step in the same workflow, with its own plan limits and a list of what it does not do.
Give your team one queue.
Start the 7-day trial, invite a teammate, and watch Needs action fill as chats come in.
An interactive read-only demo, and plan limits in plain English.