Ask most support teams where a customer conversation lives and you will get three different answers: the email inbox, the live chat tool, and whatever app WhatsApp messages land in. Each one has its own notifications, its own idea of who is "assigned," and its own history that nobody else on the team can see. Customers do not experience your company in three channels. They just expect an answer.
Candor's Inbox is built around that reality: every conversation, wherever it started, lands in one shared queue your whole team can see and work from.
One queue, not three
Whether a customer opens your embedded widget, replies to a support email, or messages you on WhatsApp, it shows up in the same Inbox with a channel badge showing where it came from. Replies go back out over that same channel automatically, so a customer never has to know or care which system you are running behind the scenes.
Assign it, prioritize it, close the loop
A conversation can be assigned to a specific teammate so it is clearly owned, and given a priority so urgent issues do not get buried under routine ones. Labels let you group recurring issues, which becomes useful later when you are deciding what to write a Knowledge Base article about, or what to flag as a Feedback item worth fixing at the root.
Closing a conversation marks it resolved. Snoozing it comes back automatically the moment the customer replies, so nothing quietly falls off a list because someone forgot to check back.
It is also where your AI Voice Agent hands off
When Candor's AI Voice Agent cannot resolve a call, or a customer just asks for a person, the handoff does not go to some separate voicemail system. It creates a real conversation in the same Inbox, tagged with the Voice channel, transcript and recording attached. Whoever picks it up is working from the same shared queue as every chat and email conversation, not hunting through a different tool to find context.
That is the actual point of a shared inbox: not just convenience, but making sure no channel is a black box to the rest of your team.