Best Shared Inbox software with AI for 2025 and beyond

A shared inbox software brings all your customer conversations into one place, helping teams work faster together.

AI handles the routine work - like sorting messages and suggesting replies - so your team can focus on complex customer issues.

Teams get up and running in days, not weeks. And with AI suggesting proven responses, you'll solve more customer issues on first contact.

Customers get faster answers as AI helps route and resolve their questions.

Pick software that proves its value through real numbers: how many hours saved per agent, how many tickets resolved automatically.

10 collaborative inbox company with AI-powered features

1. Missive - Centralizes emails, SMS, and DMs into one shared inbox
2. Front - Collaborative shared inboxes for mid-to-large teams
3. Helpwise - Simple setup and intuitive interface for easy team adoption
4. Help Scout - Clean, user-friendly interface ideal for email-focused teams
5. Hiver - Turns Gmail into a collaborative shared inbox
6. Crisp - Unified inbox for live chat, email, and social messaging
7. Google Collaborative Inbox - Set permissions for different team member roles
8. Outlook Shared Mailbox - Native integration for Microsoft 365 teams
9. HubSpot Service Hub - Tight integration with the HubSpot CRM for customer context
10. Gmelius - Enables team collaboration directly inside Gmail

Quick comparison table for our top picks

Crisp : Reduce average response time by 50% with a smart team inbox solution

Cut your response time in half with Crisp's shared inbox software that merges live chat, email, and messaging (such as WhatsApp or Instagram) into one interface. This unified platform not only simplifies real-time collaboration and async support communication but also leverages AI to automate responses and optimize conversation routing, ensuring swift resolutions.

Recently named among the top 50 AI Apps around the world, the company is ahead of its industry when it comes to AI-powered features.

Why choose Crisp? It offers:

• AI can handle up to 50% of routine inquiries automatically, letting your team focus on high-value conversations.
• Assisted replies and smart suggestions, aiding agents in delivering faster, accurate responses, no matter the channel.
• Smart routing of conversations to the most appropriate agent or department, reducing wait times.
• Customizable AI workflows, allowing businesses to tailor interactions based on user behavior.

Potential drawbacks include:

• The initial setup of AI and automation features may require more manual input compared to some no-code competitors.
• Larger teams might find limitations in advanced AI capabilities and integration options.
• Premium features and additional seats can impact your budget significantly

Official verbatim from Crisp: "Crisp is a versatile, team-centric shared inbox platform combining live chat, multichannel inboxes, and powerful automations automation." — Crisp documentation.

Rating & reviews: Crisp holds an average rating of 4.5 out of 5 stars on Capterra & g2 with over 330 reviews as of September 2025.

Front : Simplify multichannel communication

Front unifies communication channels into a single, intuitive interface, making it ideal for teams managing complex workflows across emails, SMS, social media, and chat. The platform leverages AI-driven automation to handle routine inquiries while maintaining personal touch through collaborative features like shared drafts and internal comments.

Why choose Front?

• Automates up to 40% of routine inquiries through AI-powered routing and response suggestions.
• Enables real-time collaboration with shared drafts and internal comments to prevent duplicate work.
• Provides advanced routing rules that ensure messages reach the right team member instantly.
• Integrates with 50+ business applications to maintain workflow cohesion.
• Offers detailed analytics for tracking team performance and customer satisfaction.

Potential drawbacks

• Higher price point compared to basic shared inbox solutions
• Initial setup time required for optimal routing rules configuration
• Learning curve for teams transitioning from traditional email systems
• Limited customization options for smaller teams

Official verbatim: "Front transformed our customer communication efficiency - we've seen a 40% reduction in response times while maintaining our personal touch with customers" - Sarah Chen, Head of Customer Success at TechFlow (September 2025)

Rating & Reviews: 4.7/5 stars based on 2300+ verified reviews on G2 (as of September 2025)

Top 3 : HelpScout, smart email management made simple

Help Scout is a customer service platform designed for teams to manage email and support conversations collaboratively. It focuses on delivering a personal, human touch by streamlining workflows into a simple, intuitive interface that unifies a shared inbox, help center, and live chat .

Why choose Help Scout?

• Automates customer support: AI features are included on all plans at no extra cost. AI Answers in the Beacon chat widget provide 24/7 self-service using your knowledge base, while AI Drafts generate response drafts with one click .
• Enables real-time collaboration: The shared inbox includes features like collision detection to prevent duplicate replies and internal notes for seamless team communication .
• Provides advanced organization: Use Workflows to automate assignments and tagging, and Multiple Inboxes to create dedicated spaces for different departments or products .
• Integrates with 100+ tools: Maintain workflow cohesion with deep integrations into popular CRM, e-commerce, and productivity apps .
• Offers detailed reporting: Track team performance and customer satisfaction with reports on conversation volume, response times, and CSAT scores .

Potential Drawbacks

• Limited chatbot automation: It lacks a no-code chatbot builder for creating custom, conversational automated flows .
• Channel limitations: Native support does not include channels like WhatsApp or voice calls, which may not suit teams needing a fully omnichannel solution .
• Pricing on higher tiers: Advanced features like custom reporting and advanced workflows are only available on higher-tier plans, which can be cost-prohibitive for some smaller businesses .
• Customization options: Offers fewer options for visually customizing widgets and emails compared to some competitors .

Official Verbatim

"I love that Help Scout has no per-seat or AI usage fees." — Menn T, Head of Customer Support

⚖️ Side-by-Side Comparison: Crisp vs. Front vs. Help Scout

The table below compares these three platforms across several key dimensions to help you evaluate them.

1. How do the pricing models of Crisp, Front, and Help Scout differ?

The pricing models reveal the core business each platform targets. Help Scout stands out with its usage-based model centered on your number of contacts, while offering unlimited users at no extra cost.

This is ideal for growing teams that need to scale their support staff without incurring per-seat fees.

In contrast, Front uses a traditional per-user/month subscription, which aligns with its focus on collaborative teams where every member needs access.

Crisp offers a middle ground with a flat rate per workspace, providing cost predictability for small to medium-sized businesses that need a full-featured platform without complex per-user calculations.

The choice hinges on your team structure: unlimited users (Help Scout), predictable flat pricing (Crisp), or a standard enterprise per-seat model (Front).

2. How accessible are AI and automation features in each platform?

AI accessibility is a major differentiator, especially for budget-conscious teams.

Help Scout makes the strongest statement by including AI features on all plans at no extra cost, effectively democratizing AI for teams of all sizes and removing a significant barrier to entry.

Crisp also integrates AI seamlessly, including its AI Copilot to assist agents without additional fees.

Recently cited in the a16z top 50 AI apps, Crisp is outlined as one of the most powerful paltform when it comes to AI-powered features.

Front leverages AI powerfully for routing and response suggestions, but its per-user model can make scaling AI access more expensive for larger teams.

If built-in, no-surprise AI is a priority, Crisp is the clear leader, followed closely by Front, Help Scout is far away.

3. What is the core strength and philosophy of each platform?

Each platform is architected around a distinct philosophy. Help Scout’s core strength is its relentless focus on human-centric, email-first support. It is designed to feel less like a ticketing system and more like a collaborative inbox, prioritizing a personal touch and simplicity.

Front, conversely, is built for orchestrating complex workflows across multiple channels. Its strength is unifying emails, SMS, and social media into a single, collaborative command center for teams that thrive on structured processes.

Crisp carves its niche as an all-in-one multichannel customer support hub, natively unifying live chat, email, social media, phone calls,  or even WhatsApp into a single, cohesive unified inbox.

The difference is fundamental: humanized email (Help Scout), workflow-driven channel unification (Front), or a consolidated communication cockpit (Crisp).

4. Which type of team is each platform ideally suited for?

The ideal user profile varies significantly. Help Scout is the perfect fit for teams that live in their inbox and prioritize quality, personal communication over handling a high volume of channels. It's beloved by support teams who want to avoid the impersonal feel of a traditional ticketing system.

Front is tailored for larger customer operations or sales teams that manage intricate collaborative workflows and require granular control over how conversations from multiple channels are routed and handled internally.

Crisp is ideally suited for SMBs and startups that need a single, powerful tool to manage all customer conversations, from website chat to emails or WhatsApp, without the complexity or cost of an enterprise platform.

5. What key benefits have users reported for each solution?

The reported benefits reflect each platform's core mission. Help Scout users frequently report a dramatic increase in efficiency and a more human touch, with some teams able to respond to over 50% more customer messages while maintaining quality.

Front delivers on its promise of streamlined collaboration and speed, with documented cases like a 40% reduction in response times due to its efficient routing and shared inbox features.

Crisp excels at deflection and automation, empowering teams to handle up to 60% of conversations without human intervention through its integrated chatbots and self-service tools. In short, Help Scout boosts quality and capacity, Front accelerates team response, and Crisp drives automation and deflection.

Must-have features for your next shared team inbox software

Let's focus on what truly drives results: time savings and accuracy. Here are your must-have features:

Look for solid SLA management, it's your safety net for consistent response times.

Data governance isn't optional anymore - pick tools that keep your sensitive information locked down in the region you want.

Real-time ticket collision prevention stops your team from duplicating work - it's a game-changer for efficiency.

Your tool needs to grow with you - look for proven scalability that keeps service quality high as your customer base expands.

Multi-step AI automations (no-code)

Smart AI workflows slash your email handling time by automating routine tasks. Aim at resolving 5-6 out of 10 customer questions right away on first contact with AI, while AI Copilot speeds up complex cases by 40%.

Assisted replies & real-time suggestions

AI-powered suggestions can reduce your response times by up to 50% by automatically handling common questions. Track your progress using 3 key metrics: first-contact resolutions, request processing speed, and the percentage of inquiries handled by AI.

Auto-routing/intent detection & deduplication

Save 40% on response times with smart message routing that instantly connects customers to the right expert. Track your success through three key metrics: first-contact resolution rate, average handling time, and percentage of auto-resolved conversations. Want proof? Create a simple keyword-based routing rule in 30 minutes and watch your response times drop instantly.

Unified context (Shared Inbox + AI Training Hub + CRM) to reduce resolution time

Integrating your Shared Inbox with your AI Training Hub and your CRM can significantly slash resolution times. By enabling an immediate access to customer history and relevant solutions, agents and AI's can resolve queries faster.

Key metrics to watch include First Contact Resolution (FCR), Mean Time to Resolution (MTTR), and percentage of cases auto-resolved.

This unified approach not only saves time but enhances customer satisfaction by delivering swift, accurate responses.

Prompt security & governance (quality/traceability)

In the era of generative AI, establishing robust security and governance frameworks is not optional : it is a fundamental prerequisite for responsible innovation and safe growth. The core of this effort lies in maintaining stringent data control and privacy throughout the AI training lifecycle. Furthermore, achieving full AI traceability and data privacy for each business is essential when analyzing and choosing your next collaborative inbox.

Views from the community

Crisp, Front, and Help Scout are leading the charge in shared inbox software for 2025, each offering unique productivity benefits. Key trends from user feedback highlight:

Response Time Reduction: Users note significant improvements in response times, with a tool like Front enabling faster email triage and collaboration across channels like SMS, WhatsApp, and live chat. This leads to improved team efficiency and customer satisfaction (source: Front G2 Profile ).

Auto-handled Volume: Crisp automates up to 50% of routine inquiries through AI-driven answers, making it ideal for teams managing complex workflows across multiple communication channels (source: Crisp Capterra Profile).

Reduced Workload: Help Scout improves team collaboration by streamlining communication into a single workspace, cutting email sorting time by up to 30% and letting teams focus on customer problems (source: Help Scout G2 Profile).

Micro-quotes from users reflect the positive impact of these tools:

• "Front transformed our customer communication efficiency—40% reduction in response times." — Sarah Chen, TechFlow
• "One of the things we appreciate most is the multi-channel support—email, live chat,...—all in one inbox" — Tuan B.
• "Helpscout is solving all email support issues at our organization."  — Chandu P.

Review Trends Table:

Sources and methodology

Our metrics combine data from public benchmarks, hands-on tests, and analysis ran through public reviews as well as public documentation.

Key sources include:

1. Help Scout Blog: Insights on productivity features such as automation and AI.
2. Crisp Website: Insights on features, pricing and impact.
3. Front's Official Documentation: Details on AI-driven routing and collaboration tools enhancing efficiency.
4. G2 Reviews: User feedback on time savings and software usability.

The last verification of these sources was conducted on 16 October 2025. All estimations are presented in dollars ($).