New Feature: Shared Inboxes for Multi-Channel Communication

Add dedicated lines for multi-channel communication with employees, vendors, customers, prospects & more.

Team Engine users can now create multiple shared inboxes to communicate with different stakeholder groups—all from one central platform. Each shared inbox is permission-based, giving you the ability to protect sensitive data by controlling who has access to which inbox. 

Why We Did This

Good communication is the foundation of any successful business, and it shouldn’t be limited to single channel internal interactions with candidates and employees. We’ve expanded our business communication software so you can now message subcontractors, vendors, leads, and more—streamlining all communication into one place.

We’ve learned that communication channels with customers, subcontractors, and other partners are often siloed across personal devices, CRMs, emails, and in-person discussions—making it hard for teams to stay aligned. By centralizing these conversations, our CRM with shared inbox capabilities gives everyone on the team better visibility, reduces miscommunications, and increases efficiency across departments.

How You Might Use It

Many of our customers are using our shared inbox tools to send promotional messaging, automate monthly requests for feedback, and boost their online presence by identifying brand advocates and requesting Google reviews. They also use them as a general 24-hour customer support line, ensuring customer inquiries are answered promptly at all times. 

Here are various ways you might use our multi-channel shared inboxes at your organization:

Employees:
Create a confidential HR team inbox for private conversations, or set up department-specific inboxes to ensure everyone gets the information they need. Mass text employees important announcements while resting assured their replies will remain confidential.

Customers:
Centralize your customer engagement with one shared email inbox, perfect for sending updates, collecting feedback, and requesting Google reviews. By bringing all customer conversations into a shared inbox, you can more effectively monitor customer inquiries and ensure timely responses. Improve customer retention and increase loyalty by providing an unmatched customer service experience that’s simple and easy to engage with. 

Subcontractors:
Many subcontractors aren’t in a typical company directory, so a separate inbox and number keeps messages organized, ensuring the right updates go to the right people, without the additional need for pricey subcontractor management software.

Vendors:
Supplier communication can be tough, but it’s a whole lot easier when you can text your vendors about invoices, order delays, and more. Keep all vendor communication in one shared inbox to improve visibility and organization across teams and departments.

Leads:
With nearly 40% of businesses engaging in SMS marketing, you can’t afford not to have a text message marketing platform. (They’re engaging, too, with open rates around 40%, compared to 10% for email.) Fortunately, Team Engine also now doubles as SMS marketing software, meaning you don’t need yet another platform subscription.

How To Get Started

1. Click your organization name and icon in the upper right corner of your account.

2. Select + Request New Inbox.

3. Choose the type of inbox you’d like to create (employees, customers, subcontractors, vendors, leads, or other).

4. Submit the request.

Once the new shared inbox is activated, admins can set user permissions for each team inbox, controlling who can access sensitive information—particularly important for any confidential HR lines. This is also a helpful way to maintain a business group text messaging channel for different departments.

Supported Channels of Communication

Team Engine’s shared inbox tools support business text messaging, WhatsApp, and email, letting you engage employees, customers, partners, and marketing leads from one centralized platform.

Team Inbox for Business Email

Email has been a primary mode of business communication for decades, and it’s not going away anytime soon. That’s why Team Engine offers a shared email inbox to keep everyone on the same page.

Team Inbox for Business Text Messaging

Many modern organizations embrace texting for business communication due to its speed and convenience, which strengthens relationships and improves the overall experience.

Team Inbox for WhatsApp

Certain groups, particularly Spanish speakers, prefer WhatsApp for communication and appreciate being able to conduct business on the app. Our WhatsApp shared inbox is ideal for organizations with a large base of Spanish-speaking employees, customers, or business partners. (Don’t speak Spanish? No worries—our language translation tools will take care of that for you.)

FAQs

Do you have a WhatsApp shared inbox?

Currently, a Whatsapp team inbox is only available for single shared inbox accounts, but we should be able to support multi-inbox accounts soon. Standby on that release date. If you only need one WhatsApp inbox, we can set that up for you today.

What communication channels do you have a shared inbox for?

Our shared inbox software works with text messages, emails and WhatsApp.

Is message translation available with shared inboxes?

Yes, all of our AI-powered translation tools are available in our shared inbox software.

Have ideas on how this new feature could benefit your organization? Need help setting it up? Want a personal tour? Email support@teamengine.io to schedule a call with our Customer Success team today!