Think about a customer who asks about an order in chat but needs an answer from your shipping team. I’d want the next teammate to see what was already promised and when the customer expects a reply. The point of a shared inbox is to make that follow-up easy to find and assign.
Read Kurt’s In-Depth Text.com ReviewWhen Should a Chat Become a Ticket?
I’d turn a chat into a ticket when I need to check something and respond later. Assign it before the chat ends and tell the customer when to expect an update. Text.com documents creating tickets from chats and handling email replies through its ticketing tools.
What Should I Test in the Inbox?
Start a chat, assign the follow-up to a teammate, and reply from a customer email address. Check whether the teammate can find the original context and see the reply. Then have two people open the same request and check how they know who is handling it.
What Does It Cost for a Small Team?
Text.com lists Essential at $25 per user with monthly billing. Three paid users would cost $75 per month before taxes or extras. I’d count everyone who needs to answer or manage requests before comparing it with a basic shared mailbox.
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