Work from a useful queue.
See your conversations, unassigned requests and the departments you work with. Give waiting work somewhere clear to land.
The TruCom platform Shared inbox
Acme Studio Team inboxProduct example
A shared place to do good support
Give every conversation a team behind it.
Bring website chat and connected messaging channels into one inbox, with the customer’s context and a clear person to take the next step. Your team can pick up the conversation and keep helping.
Acme Studio Team inboxProduct exampleConversationsSelect one to explore
Customer context stays close.
WhatsApp Business
OpenA small change to our invoice
The customer details and conversation are together, ready for the next step.
Reply to Ada OkaforExample conversation
Instagram
OpenFinding the right fit for our team
A different channel, with its own customer and conversation context.
Reply to Tomi EzeExample conversation
Website live chat
OpenA little help inviting a colleague
Relevant help content can support the reply while the customer stays in the conversation.
Reply to Nneka ObiExample conversation
Choose a conversation to see the messages and the context around it.
01 Know what needs attention.02 Make ownership clear.03 Pick up with the context.
One place to pick things upDifferent channels.
Different channels.
The same place to help.
A website visitor starts a chat. A customer sends a WhatsApp message. Someone has a question on Instagram. Your team needs a practical way to keep up with each of them.
Bring website chat and connected business messaging into TruCom’s shared inbox. See where a message came from, keep the conversation in view, and reply through its connected channel.
Explore messaging channelsAccount eligibility, connection setup and provider messaging rules still apply.
Website chat
WhatsApp Business
Instagram
Messenger
TelegramYour shared inboxMessages, people and the next step.A handoff with a little more careMake it feel like
Make it feel like
someone’s been listening.
When a request needs another teammate, the useful details should travel with it. Give the next person the context they need to carry the conversation forward.
Bring a colleague up to speed.
Claim a conversation or assign it to a teammate or department. Leave a private note, mention the right person, and keep the internal discussion with the customer’s request.
See when a teammate is viewing or typing, so it’s easier to coordinate the next reply.
Follow a team handoffProduct example
AMConversation ownerAmara · SupportPicked up
“I can help with that, Ada.”
Amara takes the conversation and checks the details Ada has shared.
Customer’s request
“Could you update the company name on our invoice?”
Ada knows who is helping. The team can see who owns the next step.
A busy inbox needs a clear viewFind the request.
Find the request.
Know what to do next.
You shouldn’t have to read every conversation from the beginning to work out what needs attention. Queues, search and filters help your team find the right place to start.
Find the detail you remember.
Search customer details, conversation identifiers and message content. Narrow the view by teammate, department, channel, priority, tag or read state.
Follow the way your team works.
Use your workspace’s conversation statuses and priorities. Snooze a conversation when you’re waiting, and let it return when it’s time to pick it up again.
Find a conversationProduct example
AOAda OkaforUpdate the company name on our invoiceBilling
TETomi EzeHelp choosing a plan for a small teamUnassigned
NONneka ObiInviting a colleague to our workspaceSupport
FAFemi AdeA question about our account detailsUnassigned
4 example conversations
The conversation has somewhere to goYour inbox is connected
Your inbox is connected
to the work around it.
A useful reply might need a help article, a second opinion or a ticket for another department. Bring those next steps closer to the conversation.
Tickets
Give longer issues a case.
Create a ticket from a conversation and keep the history linked. Track the follow-up with an owner, a priority and a clear status.
Agent CopilotFind a useful starting point.
Get a conversation summary, relevant knowledge or a suggested reply. Your teammate reviews the suggestion and chooses what to send.
Knowledge baseKeep a good answer close.
Use your help content to support the reply, and give customers an article they can return to when they need the steps again.
AutomationsLet rules handle the routine.
Route requests, update priorities and add tags with supported rules. Keep your team’s attention on the parts that need a person.
Room to collaborateKeep the team discussion
Keep the team discussion
with the request.
Some details are for the customer. Others help a colleague do the work. Reply and private-note modes make that distinction clear.
Use workspace roles, permissions and department access to decide who can see, reply to and manage conversations. Keep responsibilities clear as the team grows.
“I’ll keep you updated, Ada.”
A message for the person who asked for help.
“Chidi, the details are confirmed.”
Useful context for a teammate, kept out of the customer’s conversation.
A few useful answersBefore your team
Before your team
settles in.
Which channels can the shared inbox bring together?
Website live chat and connected WhatsApp Business, Telegram, Instagram professional accounts and Facebook Page Messenger. Connections depend on account eligibility, provider permissions and setup. Explore the channel options.
Can we assign conversations to different departments?
Yes. Conversations can be assigned to a teammate or department. Your workspace roles, department access and assignment permissions determine who can see and manage the work.
Can teammates leave notes without sending them to the customer?
Yes. Use a private internal note for the team discussion and mention an eligible teammate when they need to see it. Public replies and private notes are separate modes in the conversation.
Can we see earlier customer conversations?
The inbox keeps available customer details and prior conversation history within reach. The context shown depends on the customer record, its linked identities and the teammate’s workspace access.
How is a conversation different from a ticket?
The conversation holds the exchange with the customer. A ticket tracks work that needs follow-up, another department or a longer investigation. You can create a linked ticket and keep the original conversation connected.
Do we need to use AI with the shared inbox?
No. Your team can handle the conversations themselves. AI support and Agent Copilot are capabilities you choose and configure, with access and usage depending on your plan and workspace setup.
Does connecting a channel change its messaging rules?
No. The connected channel’s account requirements and reply rules still apply. TruCom brings the work into your inbox while using the original connection to deliver replies.
TruCom shared inboxBring your team
Bring your team
into the conversation.
Give the next person the context to keep helping.