Shared Inbox

Handle web chat, offline capture, and follow-up work in one queue.

MyLiveChat starts with website support, then keeps the conversation moving through offline forms, tickets, and email follow-up so your team does not need a separate tool just to finish the job.

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Live now

Website chat, offline capture, queue views, macros, transcripts, and email-to-ticket follow-up.

Queue model

Channel-aware ticket metadata already covers web, email, WhatsApp, Messenger, Instagram, and SMS.

Buyer promise

A simpler shared inbox story than suite vendors, without pretending every social channel is GA today.

Channel 1

Website chat

Serve visitors in real time with departments, routing, transcripts, and AI handoff in the same operator workflow.

Channel 2

Offline capture

When nobody is online or an issue needs follow-up, missed chats become tracked work instead of disappearing in email.

Channel 3

Email follow-up

Continue the case with saved views, macros, snooze, and CSAT hooks so longer threads stay visible after the live chat ends.

Availability matrix

What is available now vs. what the queue is already prepared for.

This is the honest version. Buyers need to know what they can launch immediately and what sits on the channel foundation for future rollout.

Review trust posture
Channel Status How it fits the queue
Website chat Available now Real-time visitor conversations, transcripts, routing, and AI handoff.
Offline forms + tickets Available now Unanswered chats and longer issues stay in the same operational workflow.
Email follow-up Available now Queue continuity for support threads that outlive the original chat window.
WhatsApp / Messenger / Instagram / SMS Foundation in place The ticket model already stores channel identity so rollout can extend the same queue instead of creating a second inbox.
Buyer expectation snapshot

What competitors train buyers to expect in 2026.

Official competitor pages now frame the inbox as broader than website chat. This is the expectation MyLiveChat has to answer clearly: where the workflow is already strong, where channel breadth is not GA, and why the staged rollout is still credible.

Checked May 12, 2026
Crisp
Free shared inbox baseline

Crisp's current free-plan docs include two seats, unlimited conversations, website chat, mobile apps, and a shared inbox before paid AI workflow features enter the story.

Intercom
AI-first helpdesk suite

Intercom now packages Fin, Helpdesk, Copilot, tickets, workflows, omnichannel, help center, reporting, and knowledge hub as one customer-service suite.

Zendesk
Capacity-aware routing

Zendesk omnichannel routing spans email, messaging, and calls with unified agent status, capacity rules, custom queues, and skills-based routing on higher plans.

LiveChat
Channel and app breadth

LiveChat now advertises channels such as Facebook, Instagram, SMS, email, WhatsApp, Apple Messages, voice/video/screen-sharing, and 200+ integrations.

Primary sources
Clear expectations

What your team can rely on today, and where you can grow next.

MyLiveChat gives website-first teams a connected support workflow now, with a path to add more channels and automation as the team grows.

Website-first support
Live now
Shared inbox core

Website chat, offline capture, tickets, email follow-up, macros, queue views, and transcript continuity already operate as one workflow.

Connected now
AI handoff context

AI handoff, transcripts, routing, and follow-up details stay connected so agents can continue the same conversation.

Grow next
More channels over time

Start with website chat and follow-up, then expand channel coverage when your support team is ready.

Trust now
Trust and proof

Clear pricing, trust pages, and feature explanations help your team decide with less uncertainty.

Why teams buy this

Close the common gap between a chat widget and a real support queue.

One workspace: agents do not need to bounce between live chat and follow-up tools.
One history: transcripts, ticket replies, and handoff context stay connected.
One routing model: departments, macros, and queue rules do not have to be rebuilt per channel.
Best fit

Who this fits right now.

  • Website-first support teams that need chat, AI answers, and follow-up workflow without paying for a giant suite.
  • SMBs that want predictable support operations before adding more channels.
  • Teams that need every social and messaging channel on day one should review integration requirements with support before rollout.
How it works

The shared-inbox pieces that keep follow-up organized.

A strong support workflow keeps conversation history, ownership, routing, and follow-up together so visitors do not have to repeat themselves.

Conversation source

See where a conversation started and keep that context with the follow-up record.

Team notifications

Send important handoff and follow-up moments to the places your team already watches.

Transcript continuity

Exports, audit logs, and transcript history already assume support work spans more than one live moment.

Agent workflow

Saved views, replies, triage, and satisfaction feedback help agents manage follow-up work consistently.

Practical growth

Add support coverage without making the team relearn everything.

The safest way to grow support is to keep the same queue, transcript history, routing, and handoff behavior as new workflows are added.

  • Website chat and follow-up are the best first step for many small and mid-sized teams.
  • Clear expectations help your team choose confidently before adding more channels.
  • Transcripts, visitor context, routing, and team alerts make future support expansion easier.
Recommended order

A calm path from chat to shared support.

1. Start with website chat: answer live questions and capture offline messages in one place.
2. Add follow-up ownership: keep transcripts, replies, and handoff history connected.
3. Connect team alerts: notify the right people when a customer needs attention.
4. Add more channels when ready: keep the same support habits as coverage grows.

This keeps support simple for agents and predictable for customers, even as your coverage expands.

Next step

Use the queue you need now. Add channels in the same operating model later.

Start with a stronger website support core, then extend the inbox without making agents relearn the product.

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Free forever for 1 agent

Give every visitor an instant way to reach you.

Launch live chat, connect your knowledge base, and add AI answers when you are ready. No credit card, no trial clock.

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