Shared inbox
One inbox for the whole team.
Website chat, email, and the channels you connect show up in one list. Assign the thread. Reply once. The customer sees one history.
What is on screen
The inbox is a list of conversations. Each row shows the person, the channel, and the last line. Open one and you see the transcript, a reply box, and a place for a private note. The customer does not see the note.
Every channel in one list
Website chat is there on every plan. Email, Shopify, Slack, and SMS join on Mini after you connect them. You do not keep a second queue for each channel.
- Website chat on Free
- Email and Shopify on Mini
- Same conversation list
Someone owns the thread
Assign a teammate so the message is not left for everyone and no one. Routing on Essentials can place it by tag or by your working hours.
- Assign by hand
- Routing is Essentials
- You can see who is typing
Notes stay on the team
Write what you checked and what you promised. The customer never receives that note. The next person opens the same thread and sees it.
- Private notes
- On the transcript
- Not emailed to the customer
Close it when you are done
Snooze a thread until later, or resolve it. Resolve can ask for a rating from 1 to 5. A new message starts a new conversation.
- Snooze until a time you pick
- Resolve the conversation
- Ask for a rating
How it works
01
Open the inbox
New website chats appear as conversations.
02
Assign and reply
Give it an owner. Send the reply from the thread.
03
Resolve it
Mark it done when the question is finished.
Who it is for
Teams that want one place to answer, instead of a chat tool plus a mailbox plus a side chat for notes.
Who should stay
Stay on Intercom, Crisp, or Zendesk if your team already runs their full suite and you need pieces Cove does not ship. Cove shows recent Shopify orders beside a thread when the shop is connected. It does not refund or edit those orders, does not take voice calls, does not sign in to Gmail or Outlook, and does not send article drafts by itself.
FAQ
Questions
Straight answers about the widget, the inbox, and the workspace bill.
Yes on Mini and above, after you connect email and forward mail to your Cove address.
No. You pay for the workspace. Conversations are not billed one by one.
They can see typing on the thread. Assign still gives the conversation an owner.