Shared inbox
Manage email and SMS alongside client and project records in one shared workspace.
Inbox & Communications
Shared inbox, email, SMS, calling, and voicemail
Bring client conversations into operational context with connected mailboxes, shared inbox workflows, SMS, calling, voicemail, routing, and communication analytics.
- 01
- Manage email and SMS alongside client and project records.
- 02
- Route calls, track voicemail, and keep communication history visible.
- 03
- Support campaigns and compliance workflows where configured.
shared inbox software with CRM
What is a shared inbox with CRM context?
A shared inbox with CRM context lets a team manage conversations while seeing the customer and work behind them. Workspace369 connects email, SMS, calls, voicemail, notes, tasks, requests, projects, invoices, and client history in one communication layer.
Product reference
Reviewed August 30, 2026 by the Workspace369 Product Team. Availability can vary by plan, region, and workspace configuration.
Read the Inbox documentationWhat it covers
One layer for every client conversation.
Communications in Workspace369 keeps email, SMS, calls, and voicemail attached to the client record they belong to.
Calling and voicemail
Route calls, track voicemail, and keep call history visible on the client record.
SMS and MMS messaging
Continue conversations through SMS and MMS with templates and scheduled follow-up.
Shared client history
Review the client, recent messages, projects, and invoices before responding.
Work from a message
Create notes, tasks, reminders, and requests directly from the conversation.
Built into the operating flow
Move from first signal to completed work with context intact.
Messages connect back to clients, requests, projects, tasks, automations, and sales workflows.
- 01
Start with the right record
Manage email and SMS alongside client and project records.
- 02
Move the work forward
Route calls, track voicemail, and keep communication history visible.
- 03
Keep the result visible
Support campaigns and compliance workflows where configured.
Inside Workspace369
See how the feature fits into day-to-day work.
Follow the record through the views teams use to act, review progress, and keep the next step clear.Product view 01
Manage email and SMS alongside client and project records.
Bring client conversations into operational context with connected mailboxes, shared inbox workflows, SMS, calling, voicemail, routing, and communication analytics.
Product view 02
Route calls, track voicemail, and keep communication history visible.
Messages connect back to clients, requests, projects, tasks, automations, and sales workflows.
1Record updatedContext stays attached to the work.Now
2Team follow-upContext stays attached to the work.3m
3Client notifiedContext stays attached to the work.4m
Product view 03
Support campaigns and compliance workflows where configured.
Help teams answer faster without losing client context.
1TriggerClient activityAutomated
2ConditionMatch the right recordChecked
3ActionContinue the workflowNext
Examples
Communication workflows teams repeat.
These examples show how conversations move through connected client work. They are product workflows, not promised business outcomes.
Missed-Call Text Back
- 1Missed call lands on the client record
- 2Automatic SMS reply goes to the caller
- 3Conversation continues in the shared inbox
- 4Review client history before responding
- 5Create a follow-up task from the conversation
Reply and Scheduled Follow-Up
- 1Client message arrives in the shared inbox
- 2Review client, project, and invoice context
- 3Reply with a saved email or SMS template
- 4Schedule the follow-up message for later
- 5Log a task to keep follow-up accountable
Common operating scenarios
Keep every conversation close to the work it changes.
These examples describe how the feature fits into connected client work. They are product workflows, not promised business outcomes.
Start light, add depth when the team grows
A solo business can send proposals, invoices and booking pages without connecting any inbox, then connect a mailbox when it wants replies in one place. Teams add the shared inbox, SMS and calling from Voyager and routing, queues and call recording from Specialist.
Answer from a shared client history
Review the client, recent messages, calls, requests, projects, invoices, files, and assigned owner before responding instead of reconstructing context across tabs.
Move between phone and text
Continue a client conversation through calling, voicemail, SMS, MMS, templates, and scheduled follow-up while keeping the activity attached to the same record.
Turn communication into accountable work
Create notes, tasks, reminders, requests, proposals, and follow-up actions from the conversation so an important message does not disappear after it is read.
Where it connects
One record can carry the work forward.
Messages connect back to clients, requests, projects, tasks, automations, and sales workflows.
Common questions
Inbox & Communications questions
Does Workspace369 include a shared inbox?
Yes. Workspace369 provides an Inbox suite for connected email, SMS, calls, voicemail, notes, tasks, client context, and communication workflows.
Can calls and text messages stay on the client record?
Yes. Workspace369 is designed to keep call activity, voicemail, SMS, MMS, email, notes, reminders, and follow-up connected to the matching client and conversation.
Can teams automate communication follow-up?
Workspace369 supports communication workflows including scheduled messages, quick responses, missed-call SMS replies, and email or SMS automations where configured.
Which plan includes the inbox, texting and calls?
The email inbox with client-matched conversations is on every plan, starting at Cadet ($29 a month). The shared team inbox, two-way texting, calls and voicemail start on Voyager ($74 a month, 2 seats), which includes a business phone number. Call routing such as IVR menus, ring groups and call recording starts on Specialist ($149 a month).
Work from one connected system
Bring this workflow into the rest of Workspace369.
Start free and bring this workflow into the rest of your workspace.