Shared inbox

One list for every number's chats, and one owner for every chat

Connect your numbers and let the team work from the same list, with each row showing who is handling that customer.

When two people answer the same customer

When numbers live on separate phones, nobody knows who is looking after which customer. One person replies, a colleague answers the same question again, and a third chat sits unopened for days. The shared inbox puts the chats from every connected number into one list and lets you give each chat an owner.

Telegram is the channel available today: personal numbers, groups, channels and bots. WhatsApp is in development (coming soon), with Instagram after that.

How it works

Connect your numbers. Private chats, groups and channels from every connected number land in the same list. The chat with the newest message sits on top.
Tell numbers apart by colour. Each row shows the name of the number the chat belongs to, with that number's colour marker, so you can see at a glance which line a message came in on.
Claim the chat. In the CRM panel beside the conversation, Take it assigns the chat to you. You can pick any other teammate as the assignee from the same place. The assignee's name appears on the chat's row in the list.
Reply. The message goes out from the number the chat belongs to, and the composer shows which number you are writing as. You can attach a file, reply to a specific message, forward it or pin it.
Leave a trail. Give the chat a stage and labels, and write an internal note. Whoever opens it on the next shift sees where things stand.

New messages, assignee changes and notes appear without reloading the page.

Filters

Filter	What it shows
Number	Only the chats of the selected number; with a number selected, that account's chat folders become filters too
Unread	Chats with unread messages
Assignee	Assigned to me, unassigned, or a specific teammate's chats
Stage	Chats in the selected pipeline stage; chats without a stage can be filtered separately
Label	Chats carrying the selected label
Type	Private chats, groups or channels
Search	By chat name or username

Filters combine: "assigned to me, unread, in the Proposal stage" is a single list. Save a combination you use often as a view and reopen it in one click.

Internal notes and saved replies

Internal notes sit in the panel beside the conversation and are never sent to the customer. Each note shows who wrote it and when. The author or a manager can delete it.

Saved replies are written once in Settings. A button next to the composer opens the list; the text you pick is inserted into the composer, so you can edit it before sending. Saved replies do not fill in variables automatically: you type the customer's name yourself.

Who sees what

Owners and admins see every number. An agent sees only the chats of the numbers assigned to them. On each number, a manager can make the agent read-only, hide groups or private chats, or limit the agent to the chats they are assigned to. Live updates follow the same rules: a message in a chat the agent cannot see is not pushed to that agent's screen. The details are on the team permissions page.

Who it is for

Support teams: chats change hands at shift handover; the assignee, notes and labels mean the customer does not have to explain the problem twice. Issues that need follow-up become support tickets. See CRM for support teams.
Sales teams: each rep works from "Assigned to me", while a manager uses the stage filter to see the whole pipeline. See CRM for sales teams.

To try it, create an account. The Telegram-specific details are on telegram.mycrm.sh.

FAQ

Is message history stored on MyCRM servers? No. Message bodies are not stored; when you open a chat, the history is read live from the connected account. The database keeps only a preview of the last message and a log of message events for reports.

Can two people write in the same chat at the same time? Yes, the panel does not lock a chat. What prevents collisions is the assignment: the assignee's name is visible on the chat's row. For a stricter setup, give agents the "assigned chats only" rule.

Can we keep using the app on the phone? Yes, the number stays logged in on the phone. But a message sent from the phone cannot be attributed to a team member, so per-agent reports count only messages sent from the panel.

Will WhatsApp and Instagram chats appear in this list? Today only Telegram can be connected. WhatsApp is coming soon, and Instagram will follow.