How should shared inbox, tags, and pipeline work?
One queue, light labels, clear stages—so chat becomes follow-up, not a pile.
A shared inbox puts business chats in one place. An agent claims a thread, adds notes, tags it, and can transfer cleanly. That cuts “two people answered differently” moments and makes shift handoff possible.
Tags classify (new lead, quote, booking, support, spam). Pipeline is stage (first contact → need clear → proposal → won/lost). Together they replace “who messaged yesterday?” with a list you can work.
Keep labels few. Thirty unused tags are noise. Start with a handful the team will actually touch daily; expand when reporting demands it. Optional AI can suggest tags—critical stage moves may still need a human.
Tooling fails without rules: who owns sales vs support, first-reply target, and what “closed” means. Process first, features second.
