Every customer conversation. One Inbox.

An omnichannel inbox is a single workspace where every customer conversation lands in one place instead of being scattered across separate tools, whether that's email, website chat, social media, or a messaging app. Text Inbox is an omnichannel inbox built for support teams: every message, chat, and ticket flows into the same shared view, so nothing gets handled twice and nothing slips through.

Omnichannel customer service means supporting customers across every channel they use, like chat, email, social, and messaging, while treating it as one continuous conversation rather than separate, disconnected interactions. The difference from basic multichannel support is context: when a customer moves from Instagram to email, their history follows them, so they never have to repeat themselves. Text Inbox delivers omnichannel support by uniting all those channels, plus your AI Agent chats, in a single thread per customer.

Text Inbox connects all the customer support channels your customers already use: website chat, email, social media, and messaging apps, plus conversations handled by your AI Agent. Every channel feeds into one clean, shared view, so your team manages multichannel customer support without jumping between tools or losing context.

Yes. Text Inbox is built for real-time customer service. Your team can run live chat with customers, supervise ongoing conversations, and even see what a customer is typing before they hit send, so replies go out faster and no moment to help (or to sell) gets missed.

Definitely. Inbox can route new requests to the right person automatically, or let agents pick them up manually. You can also transfer ongoing chats seamlessly when a conversation needs another set of hands, with full context attached, so nobody starts from scratch.

Yes. Customer service automation is one of the biggest reasons teams move to Inbox. Text's AI Agent resolves up to 74% of routine conversations on its own, while automations handle the repetitive work behind the scenes: routing messages, assigning chats, tagging conversations, and turning chats into tickets. As customer service automation software, it frees your team to focus on complex cases and revenue opportunities instead of busywork.

Yes. Inbox includes AI for customer service at every step. Text's Copilot drafts replies grounded in your knowledge base, AI tags and summarizes conversations, and one click refines any message for tone or clarity. Every agent gets the speed, accuracy, and consistency of your most experienced team member.

Of course. Save your best replies as canned responses or email templates, then drop them in with a quick shortcut. Canned responses let your team answer common questions instantly and keep every reply consistent, without retyping the same message a dozen times a day.

Yes. In Text, any chat can become a help desk ticket with one click, complete with transcript, tags, and context. That way, follow-ups and after-hours requests never slip through the cracks.

A shared inbox is a single mailbox or workspace a whole team manages together, instead of conversations sitting in one person's individual inbox. For support teams, shared inbox software means everyone can see who's handling what, pick up where a colleague left off, and avoid two agents replying to the same customer. Text Inbox is shared inbox software built for customer support, with assignment, routing, and full customer context included.

Security is built in. Every conversation, live chat included, is encrypted in transit and at rest, with strict access controls protecting your data and your customers' privacy. Inbox is also backed by SOC 2, GDPR, CCPA, and PCI DSS compliance, so live chat security meets enterprise standards out of the box. You can review all our certifications and audits in the Text Trust Center.

Inbox is part of Text, and every plan includes Inbox features. Pricing for the omnichannel inbox software scales with your team size and plan, so you only pay for what you need. You can start for free and upgrade as you grow. See all options on the pricing page.