# Shared Inbox: one thread for AI and human replies, no repeat-yourself handoffs · Communicate > Every Conversation, AI-handled or human-handled, lives in one Shared Inbox thread. The instant a teammate opens it, the Agent steps back and full history carries over. No re-explaining. Start with 100 credits. - **URL:** https://communicate.so/shared-inbox --- # Bring in a person without making the customer start over. AI and people in one support thread The Shared Inbox keeps the Agent, teammate, customer, and full Conversation in one place from first answer to final resolution. [Start with 100 credits](https://app.communicate.so)One-time $1 activation · 100 credits included · No automatic subscription The Agent answers first, then Priya joins the same Conversation.Communicate Shared Inbox Agent active Can I move this Workspace to a new owner? Communicate AI Agent Ownership changes need a Member to verify both Workspaces. I’ll bring Priya in with this Conversation. Priya from the team I have the full history. I’ll verify the transfer details with you here. How it works ## The Agent answers first. Your team joins when judgment matters. No transfer script, new ticket, or second explanation is required. - 1 01 · Answer ### The Agent handles the known part Grounded questions receive an immediate answer while the Conversation remains visible in the Inbox. Conversation Agent active Question Workspace ownership Known answer Explained Next step Member required - 2 02 · Route ### The exception reaches the right queue Uncertain or restricted questions stay open for a teammate with the prior messages attached. Routing Open Reason Verification required Assignee Unassigned History Included - 3 03 · Take over ### A teammate continues the same thread The customer sees a continuous conversation while ownership changes behind the scenes. Takeover Priya joined Agent Paused Member Has full history Customer No restart Conversation Agent active Question Workspace ownership Known answer Explained Next step Member required Routing Open Reason Verification required Assignee Unassigned History Included Takeover Priya joined Agent Paused Member Has full history Customer No restart The customer keeps one Conversation. Your team keeps every detail.The customer keeps one Conversation. Your team keeps every detail. What changes ## Customers keep the story. Teams keep the control. A handoff feels good when the customer never has to notice the internal change in ownership. 01 ### One continuous Conversation Agent and teammate replies stay in the same timeline with the source and status visible. 02 ### Clear ownership The Inbox shows who is handling the Conversation now, so teammates do not race the Agent or each other. 03 ### Exceptions remain human Sensitive, uncertain, or high-context questions can move to a person without weakening the rest of the automation. The Agent answers first, then Priya joins the same Conversation.Communicate Shared Inbox Agent active Can I move this Workspace to a new owner? Communicate AI Agent Ownership changes need a Member to verify both Workspaces. I’ll bring Priya in with this Conversation. Priya from the team I have the full history. I’ll verify the transfer details with you here. Designed for the edge cases ## A support Inbox designed around shared context. The useful unit is the Conversation, not whether the last message came from AI or a person. ### Unified Conversation history Messages, Agent answers, sources, and teammate replies live in one ordered thread. You stop dealing with: reconstructing the issue from two tools after escalation. ### Visible assignment Open, assigned, and owned states show who is responsible for the next response. You stop dealing with: two people replying while another assumes the Agent still owns it. ### Immediate takeover A teammate can step in with the previous context already loaded and let the Agent step back. You stop dealing with: manual transfer messages and repeated customer explanations. ### Focused queues Filters keep unread, high-priority, and due-soon work findable as volume grows. You stop dealing with: using search as the only way to find urgent Conversations. A handoff customers can understand ## Ownership changes. The Conversation does not. The interface keeps every participant oriented around the same thread. Before ### The Agent explains what it knows The useful answer stays visible instead of disappearing during escalation. During ### The reason for takeover stays attached Your teammate sees why the question needs human judgment. After ### The teammate continues naturally The next reply picks up from the last message, not from a blank ticket. Keep the customer in one flow ## A shared thread instead of an AI front door and a separate help desk. Compare what survives when a person needs to join. ### Conversation history CommunicateOne timeline Separate chatbotPartial transcript Email queueForwarded context ### Agent state CommunicateVisible Separate chatbotOutside help desk Email queueNot available ### Human takeover CommunicateSame thread Separate chatbotTransfer flow Email queueNative ### Source evidence CommunicateAttached Separate chatbotVendor dependent Email queueManual lookup Decision Communicate Separate chatbot Email queue Conversation history One timeline Partial transcript Forwarded context Agent state Visible Outside help desk Not available Human takeover Same thread Transfer flow Native Source evidence Attached Vendor dependent Manual lookup [Start with 100 credits](https://app.communicate.so) Questions before you start ## Questions about AI and human ownership. How the handoff behaves in practice. ### Does the customer need to open a new ticket? ### Can my team see what the Agent already answered? ### What happens to the Agent during takeover? ### Can we organize urgent work? ## Give your team an Inbox that already knows what happened. Let the Agent handle the known questions and bring in a teammate without losing the customer context. [Start with 100 credits](https://app.communicate.so)One-time $1 activation · Grounded answers · Human takeover · Cancel anytime