Collaborative Omnichannel Inbox
Empower your team to manage customer conversations together. See who is typing in real time, assign threads to teammates, and write private internal notes without exposing internal discussions to the client.
“Never send duplicate replies again. Live typing indicators show when another teammate is already answering a customer.”
Collaborative Front Desk Overview
The GN-Apex Inbox brings team members and communications into a shared workspace:
Collision Detection
Live indicators display who is actively viewing or drafting a reply on a thread to prevent duplicate customer responses.
Private Team Notes
Leave internal comments and @mention colleagues. Internal notes are highlighted in yellow and never visible to the customer.
Thread Assignment
Assign customer conversations to specific team members. Filter views by 'Assigned to Me' or 'Unassigned'.
Live Customer Dossier
Side panel automatically loads the customer's purchase history, total lifetime value, and past support tickets.
Real-Time Collision Detection
When multiple support agents work out of the same inbox, customer embarrassment happens when two agents send conflicting replies. GN-Apex uses Redis live presence to show:
- Eye Icon: “Sarah is viewing this thread”
- Animated Pencil: “Alex is currently drafting a reply...”
Private Internal Notes (@mentions)
Need a manager's approval before issuing a refund or technical help from a developer? Switch the composer toggle from Reply to Internal Note:
Thread Delegation & Workflows
Keep conversations organized by assigning ownership:
- Assign to Teammate: Directs the conversation to a colleague with an automatic in-app notification.
- Status Filters: Toggle between
OPEN,SNOOZED, andRESOLVEDto keep the team inbox at inbox zero.