Shared inbox software
Shared inbox software for email and live chat
Turn support@ and website chat into one team inbox. Sonny makes ownership visible, keeps internal collaboration beside the customer conversation, and gives every agent the same up-to-date history.
- One
- inbox for chat and email
- Unlimited
- team members
- $19.99
- flat monthly price
Why Sonny
Give the team one source of truth
A shared inbox should remove ambiguity: who owns the request, what the customer already said, and what needs to happen next.
- Email and chat together
- Forward one or more support addresses and connect website chat channels without creating separate queues for the team to monitor.
- Visible assignment and status
- See the owner, priority, status, tags, and complete conversation history before anyone sends the next reply.
- Collaboration in context
- Mention teammates and leave internal notes directly on a conversation instead of copying customer details into another tool.
- Customer details stay attached
- Contacts, custom fields, tags, previous conversations, and identified website activity remain available to the people answering.
How it works
From shared address to accountable team inbox
Keep the email address customers already know while giving your team a clearer way to manage it.
- 01
Forward your support email
Connect an existing support address to a Sonny channel with standard email forwarding.
- 02
Invite the team
Add everyone who needs visibility, then use roles and teams to match their responsibilities.
- 03
Assign and resolve together
Use ownership, internal notes, tags, and statuses to move each request to a clear outcome.
Documentation
See how it works
Inbox
Understand statuses, priorities, assignment, snoozing, bulk actions, and keyboard shortcuts.
Email setup
Forward your support email into Sonny and manage email alongside live chat.
Channels
Create and manage the places where customers reach you by live chat and email.
Conversation settings
Choose how new conversations are assigned across the workspace and per channel.
Saved replies
Create reusable message templates with categories, shortcuts, and dynamic fields.
Related solutions
Explore Sonny
Customer support software
Customer support software combining live chat, email ticketing, teamwork, reporting, and optional AI. Unlimited agents for one flat monthly price.
Live chat software
Live chat software with a customizable website widget, visitor identification, team assignment, conversation history, mobile apps, and optional AI.
AI customer service
AI customer service software for grounded drafts and automatic answers, trained on your knowledge with mandatory rules, controlled memory, and testing.
Questions
Frequently asked questions
- What is shared inbox software?
- Shared inbox software lets multiple team members manage customer messages from common addresses and channels without sharing a password. It adds ownership, internal collaboration, status, history, and reporting around the inbox.
- Can several people manage the same support email in Sonny?
- Yes. Forward the support address into a Sonny channel, invite the team, and assign conversations while everyone retains the same customer history and status.
- Does the shared inbox include live chat?
- Yes. Sonny puts website live chat and forwarded email conversations in the same inbox, with the same assignment and collaboration workflow.
Bring every support conversation together
Try Sonny for seven days with unlimited agents. No credit card required.
Try Sonny free