Shared inbox
One thread per person, whichever way they reached you.
A customer who called on Monday, texted on Wednesday and left a review on Friday is one person. In most businesses they are three records in three places. Zenith keeps them on one thread, with their history from your own systems beside it, so whoever picks it up can see what happened without asking.
Per person
Threads by person, not by channel.
| An inbox per channel | Zenith | |
|---|---|---|
| A customer who calls, then texts | A call log and a separate text inbox | One thread with both, in order |
| The history | Looked up in another system | Beside the thread, from your POS, practice system, CRM or ERP |
| Who answered last | Unclear | Named on every message, agent or person |
| A review | Seen in a separate dashboard | On the reviewer's thread, next to their order |
Views
Views for the work your team actually does.
All
Every open thread, newest first, with the agent or person working each one.
Mine
Threads assigned to you, or taken over by you.
Needs a person
Complaints, low reviews, refund requests and anything an agent handed off, with the reason it was handed off.
Leads
New people who have not yet ordered or booked, by stage.
Takeover
Take over any thread in one click.
An agent working a thread is never in your way.
- 01
Take over
Press take over on any thread, live call or text conversation. The agent stops at once.
- 02
Read the summary
The agent leaves a short note on what it did and what the person still needs.
- 03
Reply
Answer on the channel the person used, or switch to another they have consented to.
- 04
Hand back
When you are done, close the thread or hand it back to an agent for follow-up.
Shared
The same person across Ferrata products.
Conversations point at the calls, messages and records your business already has, so nothing is copied and every Ferrata product sees the same person.
Nothing duplicated
A thread links to each call, text and email record rather than copying it.
Context across teams
Nobody chases a balance while the same customer is booking a party, because both conversations are on one thread.
Your data
Threads live in your own tenant database, one per company.
On its own, and where it stops
Zenith handles the routine. Your people handle the rest.
Agents work threads on their own: answering, booking and closing routine requests. Threads that need judgment about money, complaints or low reviews move to Needs a person, and anyone on your team can take over any thread.
Zenith answers, routes, books and handles routine questions on its own. Refunds, discounts, complaints, low reviews and campaigns wait for a person, and anyone on your team can take over a conversation at any time.
Your dataThe voice model carries the spoken conversation and nothing else. Your customer records stay in your own database, read only by your own agents.
Start here, keep the foundation
Start with shared inbox. Add the rest without starting over.
The shared inbox fills itself from whichever channel you start with. Begin with calls or texts and the inbox is there on day one; adding webchat, email or reviews puts them on the same threads rather than in a new tool.
FAQ
Questions, answered plainly.
What is a shared inbox?
A shared inbox lets a team see and answer customer messages in one place instead of in individual phones and email accounts. Zenith's is organized by person, so calls, texts, chats, email and reviews from one customer sit on one thread.
Which channels does it include?
Calls and voicemail, two-way texts, webchat, email and reviews. Each message shows its channel, and a reply goes out on the channel you choose from those the person has consented to.
How do we know whether an agent or a person replied?
Every message is labeled with who sent it: the agent by name or the person on your team. Agent messages to customers also say they come from an AI assistant at the start of a conversation.
Can two people work the same thread?
One person or one agent owns a thread at a time, so customers do not get two answers. Others can read it, leave internal notes and reassign it.
What happens to a thread when an agent hands it off?
It moves to Needs a person with the reason, a summary and any draft the agent prepared. It stays there until someone on your team takes it.
Does the inbox replace our email?
No. You connect the address customers write to, and those messages appear on their threads. Your own mailbox keeps working as it does today.
Related in Zenith
- Business textingTwo-way texting from your business lines, answered by agents and your team.View
- WebchatA chat on your website that answers, books and carries on by text.View
- Caller contextThe caller's orders, bookings, balance and last conversation on screen before hello.View
- Lead responseEvery new lead answered on the channel they used, qualified and booked, day or night.View
- Review managementReviews asked for after a visit, replies drafted, and three stars or below seen by a person first.View
From Ferrata Labs
- The platformThe Brain: retrieval, models and audit inside your own environment.
- Ferrata LabsThe firm that builds Zenith, and builds AI agents into operating businesses.
- How it worksAssess, Anchor, a first agent live in under 90 days, then your team.
- Book a discovery callThirty minutes on one workflow, and an honest answer on where to start.
Start with shared inbox, or talk it through first.
Thirty minutes with Ferrata Labs on how calls and messages reach you today. You leave with a view of where Zenith fits, and an honest answer if something else should come first.
Your menu, your policies, your routing and the way you talk to customers are yours. Zenith is configured to them. You are not fitting your front desk into a template.