Home / Docs / Texting & Inbox / How the Shared Inbox Works
Every text sent to or from any of your synced numbers — Twilio or Telnyx, it doesn't matter — lands in one inbox that your whole team can see. There's no separate login per number, no raw carrier webhook data to interpret, and no need to check five different places to know whether a customer has been answered.
Conversations are grouped by the customer's phone number, not by which teammate happened to reply last. If three different people on your team talk to the same customer over the course of a week, all of it — every message, from every teammate — stays in a single continuous thread. That means whoever picks up the conversation next can see the full history instantly, instead of asking the customer to repeat themselves.
Color coding exists for a reason. Once you have more than one number connected, it becomes easy to lose track of which line a given conversation is actually happening on. Assigning each number its own color turns that into something you can recognize at a glance across a busy inbox, rather than having to open each conversation to check.
Anyone with inbox access can see and reply to anything. There's no per-conversation assignment system splitting messages up by teammate — this is a genuinely shared view, which is the point: if the person a customer originally talked to is out, anyone else on the team can pick up exactly where that conversation left off.