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Shared inbox

One inbox,
every conversation handled.

Queues on the left, the conversation in the middle, visitor context on the right. Cubby’s answers, your team’s replies and internal notes live in the same thread — nobody has to ask “what did they say before?”

Open the inbox, free
  • Works in any browser
  • 1 agent on Free
  • No install for agents
3
columns: queues, thread, context
/
one key to insert a canned reply
5
conversations per agent by default, adjustable
50
conversations per broadcast
Why this inbox

Built for the second agent as much as the first

A one-person shop needs speed. A team of ten needs order. The inbox gives both without a settings maze.

Nothing falls through

Every conversation sits in a queue until someone owns it. Waiting longer than 2 minutes? The row turns red so it gets picked up.

UnassignedMineAllClosed

Cubby is a teammate, not a wall

When Cubby hands off, you see every answer it gave and the sources it cited. You continue the thread, you don’t restart it.

Full transcriptSources visibleSame thread

Agents see what they should

Agent-only accounts get the inbox and nothing else — no analytics, no billing, no settings. Fine-grained permissions for delete, broadcast and stickers.

Agent-only rolePermissions
01Queues

Four queues, one glance

Unassigned shows what nobody has taken yet. Mine is your desk. All is the whole team; Closed is the archive. Switch with one click or a shortcut.

  • Unassigned · Mine · All · Closed, each with a live count
  • Waiting over 2 min turns red in the list
  • Unread badge per conversation and a global unread count in the tab title
  • A visitor who returns within 24 h continues the same conversation — no duplicates
  • Search by visitor name, message text or page
Red means act · 2 minutes without a human reply is the default alert; change it in settings.
AI-only threads · Conversations Cubby handles alone close themselves after 24 h of silence.
02Canned replies & shortcuts

Type / and the answer is already written

Site-wide canned replies for the whole team, personal ones for your own phrasing. Each has a short key; type / and a few letters and it’s in the box, ready to edit before sending.

  • Site-level and personal canned replies, both searchable with /
  • Canned replies can include links and attachments
  • Keyboard shortcuts for queues, next conversation, send and close
  • Emoji picker and a sticker library for warmer replies
  • Drafts are kept per conversation when you switch
/
opens canned replies
⌘↵
sends the reply
Browse the reply template library
Canned replies
/shippingWe ship from the EU warehouse; Berlin takes 2–4 business days, free over €49.Site
/shipping-usUS orders ship from New Jersey, 3–5 business days.Site
/shiphelloHi! Ann here — let me check your shipment right away.Mine
//ship
Sample data
Canned replies/
Send⌘↵
Search conversations⌘K
Next / previous conversationJK
Close conversation⌘ShiftE
Add internal note⌘ShiftN
03Internal notes

Talk to each other inside the conversation

Leave a note for a colleague right in the thread — yellow, clearly marked, never sent to the visitor. Perfect for hand-offs, shift changes and “ask Sam about this one”.

  • Notes sit in the timeline next to the messages they refer to
  • Visitors never see them — not in the widget, not in exports they request
  • Mention a teammate; they get a notification
  • Notes stay with the conversation when it is transferred
  • Cubby’s hand-off reason appears as a system note
“I came back after lunch and the note told me exactly where my colleague had got to. The customer never knew we switched.”
Ann, support lead at a SaaS team · Example scene
Sample data
04Transfer & assignment

The right person, without a group chat about it

Round-robin assignment hands new conversations to online agents in turn, respecting each agent’s maximum. Need a specialist? Transfer with a reason, and the whole thread goes with it.

  • Round-robin among online agents, or manual pick-up from Unassigned
  • Max concurrent conversations per agent (default 5, 0 = unlimited)
  • Transfer to a person or back to Cubby, with an optional note
  • Agents set themselves Online / Away; away agents get no new assignments
  • The visitor sees a short “you are now with Ann” system line
  1. 1Turn on auto-assignment and set each agent’s maximum
  2. 2Agents go Online when they sit down
  3. 3New conversations land on the next free agent
Transfer conversation

Pick a teammate. They see the full thread and your note.

To
Sam · Billing2 / 5
Lena · Shipping5 / 5
Cubby (AI)always free
Note (optional)
Refund already approved, needs invoice re-issued.
CancelTransfer
Sample data
05Forward & broadcast

Say it once, reach everyone who needs it

A shipping delay, a maintenance window, a promo ending tonight: broadcast a message to many open conversations at once. Or forward a few messages to a colleague who needs the context.

  • Pick up to 50 conversations and send one message to all of them — each visitor sees only their own copy
  • Each visitor gets at most one broadcast a day, with at least a minute between broadcasts
  • Forward up to 20 messages to another conversation or teammate
  • Broadcast and forward are permissions — grant them per agent
  • Every broadcast is logged with sender, time and recipients
50
conversations per broadcast
20
messages per forward
Broadcast

Sends to the selected open conversations. Replies come back as normal.

Recipients · 12 selected
Mia · /checkout
Hana · /rooms/sea-view
Visitor #4819 · /pricing
Message
Heads-up: EU deliveries are running one day late this week because of the port strike. Sorry about that!
CancelSend to 12
Sample data
Forward 3 messages

The messages keep their original sender and time.

To
Sam · Billingonline
Lena · Shippingaway
CancelForward
Sample data
06Notifications

Notice the new message, even on another tab

A global unread count in the tab title, a desktop notification with the first line, and a sound you can switch off. Away from the desk? Email, WeCom, DingTalk, Feishu or a webhook can carry the alert.

  • Unread total in the browser tab title and favicon
  • Desktop notifications with the visitor’s first line; click to open
  • Sound on new conversation / new message, per agent
  • Off-desk alerts by email, WeCom, DingTalk, Feishu or webhook
  • Quiet outside your business hours if you like
Desktop
Sound
Email
Webhook
WeCom · DingTalk · Feishu
Quiet hours
All notification channels
3(3) Inbox — AskCub
Sound on
New conversation · Mianow

SPRING10 keeps saying invalid — can you check?

OpenLater
Sample data
DesktopNew conversation · new message
EmailOffline messages · unanswered > 5 min
WeComGroup bot · new conversation
WebhookPOST JSON to your own endpoint
07Visitor context

Who you are talking to, without asking

Beside every conversation: where the visitor came from, which page they are on, the pages they read this visit, how many times they have been here, their device, language and location. Plus their previous conversations with you.

  • Source, current page, path this visit, visit count
  • Country / region, device model, browser, language and time zone
  • New · Returning · Viewing pricing · Long browse tags
  • Previous conversations with your team, one click away
  • Browsing right now or switched to another tab
Want the full journey? · Deeper visit analytics live in our sister product PathClue — same data, one workspace.
Explore visitor insights
MiaGermany · Berlin · iPhone 15 · Safari
Browsing
Returning2nd visitInstagram
SourceInstagram
Current page/checkout
Path this visit//collections/spring/cart/checkout
Time on site6 min
Language · time zonede-DE · Europe/Berlin
Location is estimated from the IP at country / region level.
Sample data
At a glance

What the inbox gives every agent

Everything below is included on every plan unless noted.

CapabilityDetailsNotes
QueuesUnassigned · Mine · All · ClosedWaiting > 2 min highlighted
Canned repliesSite-level + personal · / to insertLinks and attachments allowed
ShortcutsQueues, next / previous, send, close, noteShown with ? in the inbox
Internal notesPer conversation · @mentionNever visible to visitors
AssignmentRound-robin · max per agent (default 5)Skip away agents
TransferTo agent or back to Cubby · with noteThread and context move together
BroadcastUp to 50 conversationsPermission-controlled
ForwardUp to 20 messagesKeeps original sender and time
NotificationsTab count · desktop · sound · email / WeCom / DingTalk / Feishu / webhookPer agent
Message types6: text, image, audio, video, file, voiceBoth directions
Agents includedFree 1 · Pro 3More on higher plans
Agent-only roleInbox only, no analytics or billingFine-grained permissions
Available onFreeProVIP 1VIP 2Enterprise
In practice

A hand-off and a billing question, start to finish

Two scenes where the inbox does the quiet work: context arrives with the conversation, the right person answers.

FAQ

Questions about the inbox

Do agents need to install anything?
No. The inbox runs in any modern browser. Agents log in, go Online, and conversations start arriving. Desktop notifications need one click of permission in the browser.
Can agents see analytics or billing?
Only if you want them to. The agent-only role sees the inbox, visitor context and reports you allow — no analytics, no billing, no settings.
How does Cubby hand off to a person?
When Cubby cannot answer or the visitor asks for a human, the conversation moves to Unassigned (or straight to round-robin). The full transcript, the sources Cubby cited and the visitor context come along.
What happens if nobody is online?
Cubby keeps answering what it can. Anything else becomes an offline message in the inbox, and you get an email / WeCom / DingTalk / Feishu / webhook alert if configured.
Can two agents answer the same conversation?
A conversation has one owner at a time; transfer it to hand it over. Colleagues can still read it in All and leave internal notes.
What does “5 conversations per agent” mean?
Round-robin assignment stops giving an agent new conversations once they own 5 open ones. Change the number per agent, or set 0 for no limit.

Give your team one place to answer from.

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