Magic Inbox (Shared Inbox)
Keep every SMS, email, and call in one shared timeline so your team never loses context or ownership of a lead.
Overview
Magic Inbox gives your team a single, shared place to manage lead and customer conversations across SMS, email, and calls. Every touchpoint is organized in one timeline, tied to the contact and opportunity—so nothing gets missed, ownership stays clear, and anyone can step in with full context.
Why it matters
Most teams lose deals because communication is scattered:
- texts on one phone, emails in personal inboxes, calls in a separate system
- “who replied last?” is unclear
- handoffs between reps are messy
- managers can’t see what’s happening until it’s too late
Magic Inbox makes communication visible, searchable, and accountable.
What it does
1) One shared timeline for every lead
See the full story in one place:
- SMS threads
- email threads
- call history (and outcomes where available)
- meeting booking details
- notes, tasks, and stage changes
Outcome: no more guessing, and no more “can you forward me that thread?”
2) Clear ownership and assignment
Avoid duplicate replies or “nobody responded” moments. Magic Inbox supports:
- assigned owner per lead/opportunity
- team visibility for coverage
- handoffs with context intact
This is especially important for after-hours coverage and shift-based teams.
3) Internal collaboration without messy screenshots
Coordinate quickly with:
- internal notes on the conversation
- @mentions to pull in the right teammate
- quick handoff to another rep or manager
(If you have specific collaboration features, list them here.)
4) AI summaries for fast context
When you open a thread, Run Wild can summarize:
- what the lead asked for
- what’s been answered
- key qualifiers (timeline, budget, location, requirements)
- what the next best action is
This reduces ramp time for new reps and makes handoffs painless.
5) Never miss a message with prioritization
Magic Inbox can help teams focus by:
- highlighting new/unreplied messages
- surfacing high-intent conversations
- flagging leads that need follow-up
- showing SLA/time-since-last-reply
This turns your inbox into an execution queue, not a graveyard.
6) Activity automatically synced to the pipeline
Inbox actions can drive CRM hygiene automatically:
- log messages and calls to the record
- update stages when milestones occur (qualified, booked, etc.)
- create tasks from conversation outcomes
So reps don’t have to “do the inbox” and then “do the CRM.”
How it works (high-level flow)
- Lead messages you (SMS/email) or calls in
- Run Wild captures the conversation into the shared timeline
- Ownership is assigned (or suggested) based on rules
- AI summarizes and recommends next steps
- Reps respond (or AI responds, if enabled)
- Pipeline updates + tasks are created automatically
Key capabilities (scan-friendly)
- Unified timeline: SMS, email, and calls tied to the same contact and deal
- Shared visibility: coverage without losing accountability
- Ownership controls: assignment, reassignment, and escalation
- Fast handoffs: context stays with the lead
- AI summaries: instant briefing for any teammate
- Prioritization: find the conversations that matter most
- CRM sync: conversations automatically logged to the record
Use cases
Use case 1: After-hours coverage
Goal: respond quickly without confusion
Flow: lead messages at night → Magic Inbox shows it to the team → AI or on-call rep responds → owner gets the full thread in the morning.
Use case 2: Rep handoff (vacation, shifts, reassignment)
Goal: keep the buyer experience seamless
Flow: lead continues the same thread → new rep sees complete context + AI summary → replies without asking the lead to repeat themselves.
Use case 3: High lead volume days
Goal: keep response times low
Flow: Magic Inbox surfaces unreplied/high-intent threads → routes to available reps → keeps the entire team aligned.
Use case 4: Manager visibility and coaching
Goal: improve consistency without micromanaging
Flow: managers can review timelines for stuck deals, identify weak follow-up patterns, and coach on real conversations.
FAQs
Is this a shared inbox or a CRM inbox?
Both. It functions like a shared inbox, but every thread is connected to the CRM record and pipeline stage so context isn’t lost.
Can multiple reps see and respond to the same thread?
Yes. You can keep visibility shared while still controlling assignment and preventing duplicate responses with clear ownership rules.
Do we lose conversation history if we reassign a lead?
No—history stays with the lead record. Reassignment simply changes ownership, not context.