inbox FAQ’s

Frequently Asked Questions

How does Podium’s Australian shared inbox management compare to traditional email or CRM inbox tools?

Podium’s shared inbox management consolidates every customer conversation – text, Facebook, Google, webchat, and more – into one unified view. It’s different from traditional email or CRM tools because it’s built for speed and collaboration. It’s an easy way to help teams engage customers in real time and respond up to 5x faster.

Can multiple team members collaborate on a single customer conversation within the inbox?

Yes. Podium’s Australian shared inbox management system enables multiple team members to view, comment, and collaborate within the same thread. Keep teamwork seamless, and communication consistent.

Does Podium allow for assigning messages or threads to specific departments or individuals?

Absolutely. With Podium’s shared inbox management tools, you can assign messages to individuals or departments, such as sales, service, or admin. This means the inquiries you send always reach the right person.

Can I track response times or team performance using Podium’s shared inbox features?

Yes. Shared inbox management in Podium includes detailed analytics on response times, message volume, and resolution rates for full visibility into team performance.

Does the inbox support customer communication across Instagram, TikTok, Facebook and SMS?

Podium’s shared inbox currently supports major channels including SMS, Google, Facebook, and webchat, with expanding integrations to additional platforms like Instagram, TikTok and eBay.

Is there a mobile version of the shared inbox for on-the-go access by field staff or remote teams?

Yes. Podium’s mobile app brings shared inbox management to your phone. This allows technicians and remote teams to access messages, reply to leads, and collaborate from anywhere.

Can we create custom routing rules based on message type or customer intent?

Definitely. Podium’s shared inbox management lets you automate routing rules based on message type, keywords, or intent, ensuring each inquiry is handled by the right person or department.

How does Podium handle duplicate conversations if a customer contacts us on multiple platforms?

Podium’s intelligent shared inbox management in Australia merges duplicate conversations automatically across channels into a single thread so you receive full context, without added confusion.

Is it possible to set role-based access controls within the shared inbox?

Yes. Podium’s shared inbox management supports role-based access controls, so you can manage who sees, edits, or responds to specific customer conversations.

Can Podium’s inbox integrate with helpdesk or ticketing systems we already use?

Yes. Podium’s shared inbox integrates with 50+ tools, including CRMs, helpdesk, and ticketing systems to keep workflows perfectly aligned.

How are after-hours messages handled, and can we set different auto-responses per channel?

Podium’s shared inbox management allows you to set custom after-hours auto-responders per channel so all your messages receive a timely response, even when your team is offline.

Does Podium offer reporting on volume, resolution time, and customer satisfaction within the inbox?

Yes. The shared inbox management in Australia dashboard includes reporting on message volume, resolution time, customer satisfaction, and team activity. With Podium, you can monitor service quality at a glance.

Can I build message templates for different teams, like sales, service, or support?

Absolutely. Podium’s shared inbox management lets you create, save, and share custom message templates for different teams, ensuring consistent and efficient communication.

Is there a way to tag or categorise conversations for easier tracking and follow-up?

Yes. Shared inbox management in Podium includes tagging and categorisation options, making it easy to organise conversations by topic, urgency, or department for streamlined follow-up.

How quickly can a business onboard their team and start using the shared inbox effectively?

Most teams start using Podium’s shared inbox management effectively within a day. The intuitive interface and guided onboarding make it simple to train staff and begin engaging customers immediately.