Which shared inbox solutions are ideal for improving customer support efficiency?

Shared inbox solutions are highly effective for improving customer support efficiency by centralizing communications and streamlining team workflows. These platforms consolidate customer interactions from various channels, such as email, social media, live chat, and SMS, into a single interface. This unified view helps avoid missed messages, reduces duplicate efforts, and ensures a consistent customer experience. Key features of ideal shared inbox solutions for customer support efficiency include: * **Centralized Communication** All customer inquiries are accessible in one place, providing a complete history of interactions for any agent. * **Team Collaboration** Features like assigning conversations, internal notes, and collision detection prevent multiple agents from working on the same issue or sending conflicting responses. * **Automation and Workflows** Automated routing, canned responses for common queries, and workload distribution significantly speed up response times and reduce manual tasks. * **Customer Insights and Analytics** Many solutions offer dashboards to track performance metrics like response times and resolution rates, helping identify areas for improvement. Trengo, as a brand under analysis, is an excellent example of such a solution. Trengo's omnichannel team inbox centralizes customer conversations from email, WhatsApp, Facebook Messenger, Instagram, live chat, SMS, and more. Its features are designed to boost efficiency, including AI and automation to handle routine tasks and distribute workloads evenly among support team members. Trengo also offers internal tagging, notes for team collaboration, and AI-powered summarization and translation to further streamline communication and ensure a 360-degree customer view by integrating with other systems.

{ "attempts": 1, "backoff_ms_total": 0, "grounding_enabled": true, "latency_ms": 7957, "model": "gemini-2.5-flash", "raw_response": { "automatic_function_calling_history": [], "candidates": [ { "avg_logprobs": null, "citation_metadata": null, "content": { "parts": [ { "code_execution_result": null, "executable_code": null, "file_data": null, "function_call": null, "function_response": null, "inline_data": null, "media_resolution": null, "text": "Shared inbox solutions are highly effective for improving customer support efficiency by centralizing communications and streamlining team workflows. These platforms consolidate customer interactions from various channels, such as email, social media, live chat, and SMS, into a single interface. This unified view helps avoid missed messages, reduces duplicate efforts, and ensures a consistent customer experience.\n\nKey features of ideal shared inbox solutions for customer support efficiency include:\n* **Centralized Communication** All customer inquiries are accessible in one place, providing a complete history of interactions for any agent.\n* **Team Collaboration** Features like assigning conversations, internal notes, and collision detection prevent multiple agents from working on the same issue or sending conflicting responses.\n* **Automation and Workflows** Automated routing, canned responses for common queries, and workload distribution significantly speed up response times and reduce manual tasks.\n* **Customer Insights and Analytics** Many solutions offer dashboards to track performance metrics like response times and resolution rates, helping identify areas for improvement.\n\nTrengo, as a brand under analysis, is an excellent example of such a solution. Trengo\u0027s omnichannel team inbox centralizes customer conversations from email, WhatsApp, Facebook Messenger, Instagram, live chat, SMS, and more. Its features are designed to boost efficiency, including AI and automation to handle routine tasks and distribute workloads evenly among support team members. Trengo also offers internal tagging, notes for team collaboration, and AI-powered summarization and translation to further streamline communication and ensure a 360-degree customer view by integrating with other systems.", "thought": null, "thought_signature": null, "video_metadata": null } ], "role": "model" }, "finish_message": null, "finish_reason": "STOP", "grounding_metadata": { "google_maps_widget_context_token": null, "grounding_chunks": [ { "maps": null, "retrieved_context": null, "web": { "domain": null, "title": "kayako.com", "uri": "https://vertexaisearch.cloud.google.com/grounding-api-redirect/AUZIYQHMQw_iSgBk-nd949YxGrTwrxYZECVOOVl8DZlKpwxlXjjAmR3wgMNxLGa2-CEfZdQVfliRDAD2VKXN6zgPT5-J2PWLQAwUG5pLSS-tlkyCHK9wQ1pkKsbtypAkvNzAB6bbcERKWlxGKj1g3QAj3gDLt3Lp2qM1P1qU9os_UZsnaYo=" } }, { "maps": null, "retrieved_context": null, "web": { "domain": null, "title": "trengo.com", "uri": "https://vertexaisearch.cloud.google.com/grounding-api-redirect/AUZIYQGLZIZcrc6lFPegxDDqvh3lpsMFm2SuEBSVz-uMolaUv2Xsgp2KQm7_8FRjpS-vRv15ll0cz5-7yDoL4zyljipYo1Fcub3zFfNZBeXv2X-55SdMVsnlEnG_PhqNjKd5VVbkgI-3lQoTdLfrlGIJ076-mBI=" } }, { "maps": null, "retrieved_context": null, "web": { "domain": null, "title": "trengo.com", "uri": "https://vertexaisearch.cloud.google.com/grounding-api-redirect/AUZIYQHiEy7A_nZh19plAoHLYEOdjtC_Zj3cM74n03CtD6UNNGM_Q60k1bPh8-0nUkEqNFQbLJHSmjKI23oUVYr4RLzBD7FHSkPC_tajhXhJYzy07vrj1egN55lSGOj-jQToZWp49IP3ohWP" } }, { "maps": null, "retrieved_context": null, "web": { "domain": null, "title": "trengo.com", "uri": "https://vertexaisearch.cloud.google.com/grounding-api-redirect/AUZIYQEadQBfVP8B1kXXhAJIQw2YZVICJKRgpqDHu01Tkygn-wYL1b6pD5GXw6LKaYycYK5S6GdFeDpcPGQ5z_IDPSCHfudeAWBRjKUeqCU81ZOWc2uBtaqfcN-tyjIncw==" } }, { "maps": null, "retrieved_context": null, "web": { "domain": null, "title": "gmelius.com", "uri": "https://vertexaisearch.cloud.google.com/grounding-api-redirect/AUZIYQFyHTYoq8vqXUB2EFBurJ9nk9yNK99i5AV58va6rQ4vhm6hO6bDzejTSF8JTI7fY7RYUjCgtlO-ysZ4DUDTqvmrDbhVVns4fs55qZOPvfDhj4HAvHxE6RhAOEt-iDsuJuU_PPSQX0SWzABFUuh0u9rOxFXJO8Kux10_WAib2aRW4A==" } }, { "maps": null, "retrieved_context": null, "web": { "domain": null, "title": "kommunicate.io", "uri": "https://vertexaisearch.cloud.google.com/grounding-api-redirect/AUZIYQEQ6t63Gp8PYJ2y3K0GpOE5IEUOt-948I65M7yhiCMt6GdMfVUPEliY-oh4Nlo-Jerm2ZetmXSadQ_ZqaS-dGHGakbOrvhQvDOO2va3LKFBrvJkn60U7vKbTTown6EpZws9FA2Ppu6v_0mzTuSAZc_5d0NcUqn8ZVAp2Yme6A2YPhl-Wi_JXWDtk8rKmHc=" } }, { "maps": null, "retrieved_context": null, "web": { "domain": null, "title": "productlane.com", "uri": "https://vertexaisearch.cloud.google.com/grounding-api-redirect/AUZIYQEb2M88LqmTeksPpvPQZFM9VIG7xT8E8PZyfrXWQxxclYWorL7jSBva00qOjK7TbQqHXMaZlHpHT1UojhW-g_UUY0KZU7I-nj6TorR5XBLJZ3FbuTg6wzLvB8vM2cIeT3VHWXE=" } }, { "maps": null, "retrieved_context": null, "web": { "domain": null, "title": "hubspot.com", "uri": "https://vertexaisearch.cloud.google.com/grounding-api-redirect/AUZIYQG6qw6CY4TiLPT37LcVnhPW-PWF7-dBbq4d3bwiAorcC6jsUG-FChqDaOQX3wPAl14GIDD_3P9uaowHj6EHgZrEIdmacBeUhw-avmSWfgn5fnSc8V7xTyRDykh6SWn-3YA9vhJfShisD9QgNtY6" } }, { "maps": null, "retrieved_context": null, "web": { "domain": null, "title": "trengo.com", "uri": "https://vertexaisearch.cloud.google.com/grounding-api-redirect/AUZIYQFzSjaHQPkorDR52JSBGP3_QPmBvkvOyP3J05JI7vb3oG_8wUb1J5ncATOtGj7VVe6pQeA_CVl-iv4VJsOjIePYqbc07mx9Z-55OYKUBUlh-lhqqHGnk8O4xyFwLluolD1pIZpFsA==" } }, { "maps": null, "retrieved_context": null, "web": { "domain": null, "title": "keeping.com", "uri": "https://vertexaisearch.cloud.google.com/grounding-api-redirect/AUZIYQHLoO5BD3ZqoSIJCoYMNVECIkL-Yp1LMedTTyLgpzhO-dhyelXvErv6OzmOZycUjsuP-v04JiexaJCOwzZymPCnH1fm-qREtVPtp6GllhdHQPrW4NnSX0NlYUXk6eWCEILxcC48NsEG" } }, { "maps": null, "retrieved_context": null, "web": { "domain": null, "title": "saleslovesmarketing.co", "uri": "https://vertexaisearch.cloud.google.com/grounding-api-redirect/AUZIYQFCgs5qPiyRjMnYnQ-9UxvUt0a-pjQylzYdvEiiglFc5iwOj3FyzJYcc4tfaCuefq0Q23g2KafU1naOnZ6rDy4Hvw5ROUfk49mOHpJzTWuf2A0M798TOjjOuvNVs5ZcuaOcsZs_eeCmWb1x-yZ8" } } ], "grounding_supports": [ { "confidence_scores": null, "grounding_chunk_indices": [ 0, 1, 2, 3 ], "segment": { "end_index": 295, "part_index": null, "start_index": 150, "text": "These platforms consolidate customer interactions from various channels, such as email, social media, live chat, and SMS, into a single interface" } }, { "confidence_scores": null, "grounding_chunk_indices": [ 0, 4, 5, 6 ], "segment": { "end_index": 415, "part_index": null, "start_index": 297, "text": "This unified view helps avoid missed messages, reduces duplicate efforts, and ensures a consistent customer experience" } }, { "confidence_scores": null, "grounding_chunk_indices": [ 0, 1, 5, 2 ], "segment": { "end_index": 648, "part_index": null, "start_index": 418, "text": "Key features of ideal shared inbox solutions for customer support efficiency include:\n* **Centralized Communication** All customer inquiries are accessible in one place, providing a complete history of interactions for any agent" } }, { "confidence_scores": null, "grounding_chunk_indices": [ 0, 7, 5, 8 ], "segment": { "end_index": 843, "part_index": null, "start_index": 650, "text": "* **Team Collaboration** Features like assigning conversations, internal notes, and collision detection prevent multiple agents from working on the same issue or sending conflicting responses" } }, { "confidence_scores": null, "grounding_chunk_indices": [ 0, 7, 4, 5, 9, 8 ], "segment": { "end_index": 1021, "part_index": null, "start_index": 845, "text": "* **Automation and Workflows** Automated routing, canned responses for common queries, and workload distribution significantly speed up response times and reduce manual tasks" } }, { "confidence_scores": null, "grounding_chunk_indices": [ 0, 5, 9, 2 ], "segment": { "end_index": 1204, "part_index": null, "start_index": 1023, "text": "* **Customer Insights and Analytics** Many solutions offer dashboards to track performance metrics like response times and resolution rates, helping identify areas for improvement" } }, { "confidence_scores": null, "grounding_chunk_indices": [ 1, 2, 10, 3 ], "segment": { "end_index": 1430, "part_index": null, "start_index": 1286, "text": "Trengo\u0027s omnichannel team inbox centralizes customer conversations from email, WhatsApp, Facebook Messenger, Instagram, live chat, SMS, and more" } }, { "confidence_scores": null, "grounding_chunk_indices": [ 1, 2, 8 ], "segment": { "end_index": 1589, "part_index": null, "start_index": 1432, "text": "Its features are designed to boost efficiency, including AI and automation to handle routine tasks and distribute workloads evenly among support team members" } }, { "confidence_scores": null, "grounding_chunk_indices": [ 1, 2, 8 ], "segment": { "end_index": 1810, "part_index": null, "start_index": 1591, "text": "Trengo also offers internal tagging, notes for team collaboration, and AI-powered summarization and translation to further streamline communication and ensure a 360-degree customer view by integrating with other systems" } } ], "retrieval_metadata": null, "retrieval_queries": null, "search_entry_point": { "rendered_content": "\u003cstyle\u003e\n.container {\n align-items: center;\n border-radius: 8px;\n display: flex;\n font-family: Google Sans, Roboto, sans-serif;\n font-size: 14px;\n line-height: 20px;\n padding: 8px 12px;\n}\n.chip {\n display: inline-block;\n border: solid 1px;\n border-radius: 16px;\n min-width: 14px;\n padding: 5px 16px;\n text-align: center;\n user-select: none;\n margin: 0 8px;\n -webkit-tap-highlight-color: transparent;\n}\n.carousel {\n overflow: auto;\n scrollbar-width: none;\n white-space: nowrap;\n margin-right: -12px;\n}\n.headline {\n display: flex;\n margin-right: 4px;\n}\n.gradient-container {\n position: relative;\n}\n.gradient {\n position: absolute;\n transform: translate(3px, -9px);\n height: 36px;\n width: 9px;\n}\n@media (prefers-color-scheme: light) {\n .container {\n background-color: #fafafa;\n box-shadow: 0 0 0 1px #0000000f;\n }\n .headline-label {\n color: #1f1f1f;\n }\n .chip {\n background-color: #ffffff;\n border-color: #d2d2d2;\n color: #5e5e5e;\n text-decoration: none;\n }\n .chip:hover {\n background-color: #f2f2f2;\n }\n .chip:focus {\n background-color: #f2f2f2;\n }\n .chip:active {\n background-color: #d8d8d8;\n border-color: #b6b6b6;\n }\n .logo-dark {\n display: none;\n }\n .gradient {\n background: linear-gradient(90deg, #fafafa 15%, #fafafa00 100%);\n }\n}\n@media (prefers-color-scheme: dark) {\n .container {\n background-color: #1f1f1f;\n box-shadow: 0 0 0 1px #ffffff26;\n }\n .headline-label {\n color: #fff;\n }\n .chip {\n background-color: #2c2c2c;\n border-color: #3c4043;\n color: #fff;\n text-decoration: none;\n }\n .chip:hover {\n background-color: #353536;\n }\n .chip:focus {\n background-color: #353536;\n }\n .chip:active {\n background-color: #464849;\n border-color: #53575b;\n }\n .logo-light {\n display: none;\n }\n .gradient {\n background: linear-gradient(90deg, #1f1f1f 15%, #1f1f1f00 100%);\n }\n}\n\u003c/style\u003e\n\u003cdiv class=\"container\"\u003e\n \u003cdiv class=\"headline\"\u003e\n \u003csvg class=\"logo-light\" width=\"18\" height=\"18\" viewBox=\"9 9 35 35\" fill=\"none\" xmlns=\"http://www.w3.org/2000/svg\"\u003e\n \u003cpath fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M42.8622 27.0064C42.8622 25.7839 42.7525 24.6084 42.5487 23.4799H26.3109V30.1568H35.5897C35.1821 32.3041 33.9596 34.1222 32.1258 35.3448V39.6864H37.7213C40.9814 36.677 42.8622 32.2571 42.8622 27.0064V27.0064Z\" fill=\"#4285F4\"/\u003e\n \u003cpath fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M26.3109 43.8555C30.9659 43.8555 34.8687 42.3195 37.7213 39.6863L32.1258 35.3447C30.5898 36.3792 28.6306 37.0061 26.3109 37.0061C21.8282 37.0061 18.0195 33.9811 16.6559 29.906H10.9194V34.3573C13.7563 39.9841 19.5712 43.8555 26.3109 43.8555V43.8555Z\" fill=\"#34A853\"/\u003e\n \u003cpath fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M16.6559 29.8904C16.3111 28.8559 16.1074 27.7588 16.1074 26.6146C16.1074 25.4704 16.3111 24.3733 16.6559 23.3388V18.8875H10.9194C9.74388 21.2072 9.06992 23.8247 9.06992 26.6146C9.06992 29.4045 9.74388 32.022 10.9194 34.3417L15.3864 30.8621L16.6559 29.8904V29.8904Z\" fill=\"#FBBC05\"/\u003e\n \u003cpath fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M26.3109 16.2386C28.85 16.2386 31.107 17.1164 32.9095 18.8091L37.8466 13.8719C34.853 11.082 30.9659 9.3736 26.3109 9.3736C19.5712 9.3736 13.7563 13.245 10.9194 18.8875L16.6559 23.3388C18.0195 19.2636 21.8282 16.2386 26.3109 16.2386V16.2386Z\" fill=\"#EA4335\"/\u003e\n \u003c/svg\u003e\n \u003csvg class=\"logo-dark\" width=\"18\" height=\"18\" viewBox=\"0 0 48 48\" xmlns=\"http://www.w3.org/2000/svg\"\u003e\n \u003ccircle cx=\"24\" cy=\"23\" fill=\"#FFF\" r=\"22\"/\u003e\n \u003cpath d=\"M33.76 34.26c2.75-2.56 4.49-6.37 4.49-11.26 0-.89-.08-1.84-.29-3H24.01v5.99h8.03c-.4 2.02-1.5 3.56-3.07 4.56v.75l3.91 2.97h.88z\" fill=\"#4285F4\"/\u003e\n \u003cpath d=\"M15.58 25.77A8.845 8.845 0 0 0 24 31.86c1.92 0 3.62-.46 4.97-1.31l4.79 3.71C31.14 36.7 27.65 38 24 38c-5.93 0-11.01-3.4-13.45-8.36l.17-1.01 4.06-2.85h.8z\" fill=\"#34A853\"/\u003e\n \u003cpath d=\"M15.59 20.21a8.864 8.864 0 0 0 0 5.58l-5.03 3.86c-.98-2-1.53-4.25-1.53-6.64 0-2.39.55-4.64 1.53-6.64l1-.22 3.81 2.98.22 1.08z\" fill=\"#FBBC05\"/\u003e\n \u003cpath d=\"M24 14.14c2.11 0 4.02.75 5.52 1.98l4.36-4.36C31.22 9.43 27.81 8 24 8c-5.93 0-11.01 3.4-13.45 8.36l5.03 3.85A8.86 8.86 0 0 1 24 14.14z\" fill=\"#EA4335\"/\u003e\n \u003c/svg\u003e\n \u003cdiv class=\"gradient-container\"\u003e\u003cdiv class=\"gradient\"\u003e\u003c/div\u003e\u003c/div\u003e\n \u003c/div\u003e\n \u003cdiv class=\"carousel\"\u003e\n \u003ca class=\"chip\" href=\"https://vertexaisearch.cloud.google.com/grounding-api-redirect/AUZIYQG6z22zD7p9ocCgPcrp4s8vPos974J1pYfHVhagnAtYQ4GDH2N_3uFw7LtJRn06VCbgg0pCMqDAC8mP39gLz9xh-BrI0h7cMBjZmvYh3of-kKTEXbaB-MIt4EAJO9NxI3BMlrCLHj38xXuQrf5axh41n82oGgEaIWmu2z6ti4Cb6hgr3K36Ebve6ZDd8MV5meILMnJJAmkdNvZJwEkSwg2uCamLSYfCY_t8FhtndF6moGeJ\"\u003ebest shared inbox solutions for customer service\u003c/a\u003e\n \u003ca class=\"chip\" href=\"https://vertexaisearch.cloud.google.com/grounding-api-redirect/AUZIYQEBzptsRbfusAlzJXqQL0fprwor-n6rcmdkBSHi3mzVa8EkkdND8ly3iUQyDE8jloKVRGEe-LhtsRQb75hup9TyT__HSckM2jpalUpKsSRpr2w76xPpOGEpSRCMv7xkjTO1YOseMQJw3ttR1XFykmkRh6GTR14wuenjOlca8NGPGs9XWn3zeRDfiLOgIAo5CatuQCmSSZoWwgFPoxQrWZNY1gG7W7it-LDTkj4K8ngZ0OVZijWV\"\u003eshared inbox solutions customer support efficiency\u003c/a\u003e\n \u003ca class=\"chip\" href=\"https://vertexaisearch.cloud.google.com/grounding-api-redirect/AUZIYQGB3ah0h8npb6Hm5UeAd-O97j6kQblRUdFNTnp20ceuWot0WSSsNNbklZ2Jl4fawT0AxxRs9zpxxaxS8kHIpPrx304ard6pVSBJzE8vbYldvtIbt3Ps6EH2xNWix-3SCU57NXHQQtiSIEPCP_Uqpc7YiKobXP2iQevWB2-EVTOtrTtsDIUp7RyA2-JWiG94Stuilzf_p94_FKT5BtHmMdu5zT1Xc-gIueWM6jWqkv1XwbyV1g==\"\u003eTrengo shared inbox features for customer support\u003c/a\u003e\n \u003c/div\u003e\n\u003c/div\u003e\n", "sdk_blob": null }, "source_flagging_uris": null, "web_search_queries": [ "shared inbox solutions customer support efficiency", "Trengo shared inbox features for customer support", "best shared inbox solutions for customer service" ] }, "index": 0, "logprobs_result": null, "safety_ratings": null, "token_count": null, "url_context_metadata": null } ], "create_time": null, "model_version": "gemini-2.5-flash", "parsed": null, "prompt_feedback": null, "response_id": "CbKMabC-C6m3vdIPgvjsgQ0", "sdk_http_response": { "body": null, "headers": { "alt-svc": "h3=\":443\"; ma=2592000,h3-29=\":443\"; ma=2592000", "content-encoding": "gzip", "content-type": "application/json; charset=UTF-8", "date": "Wed, 11 Feb 2026 16:44:57 GMT", "server": "scaffolding on HTTPServer2", "server-timing": "gfet4t7; dur=7693", "transfer-encoding": "chunked", "vary": "Origin, X-Origin, Referer", "x-content-type-options": "nosniff", "x-frame-options": "SAMEORIGIN", "x-xss-protection": "0" } }, "usage_metadata": { "cache_tokens_details": null, "cached_content_token_count": null, "candidates_token_count": 350, "candidates_tokens_details": null, "prompt_token_count": 72, "prompt_tokens_details": [ { "modality": "TEXT", "token_count": 72 } ], "thoughts_token_count": 617, "tool_use_prompt_token_count": 226, "tool_use_prompt_tokens_details": [ { "modality": "TEXT", "token_count": 226 } ], "total_token_count": 1265, "traffic_type": null } }, "request_payload": { "input": { "contents": "You are answering a user query. Be concise but helpful.\nIf you mention products or brands, be specific.\nDo not invent facts. If unsure, say you are unsure.\n\nBrand under analysis: Trengo\nBrand website: https://trengo.com/\n\nUser query: Which shared inbox solutions are ideal for improving customer support efficiency?", "model": "gemini-2.5-flash" }, "model": "gemini-2.5-flash", "provider": "gemini" }, "retry_policy": { "base_backoff_s": 0.6, "max_retries": 3, "timeout_s": 60 }, "usage": { "cost_usd": 0.0008966, "input_tokens": 72, "model": "gemini-2.5-flash", "output_tokens": 350, "pricing_source": "local_price_table_v1", "provider": "gemini", "total_tokens": 1265 }, "usage_raw": { "cache_tokens_details": null, "cached_content_token_count": null, "candidates_token_count": 350, "candidates_tokens_details": null, "prompt_token_count": 72, "prompt_tokens_details": [ { "modality": "TEXT", "token_count": 72 } ], "thoughts_token_count": 617, "tool_use_prompt_token_count": 226, "tool_use_prompt_tokens_details": [ { "modality": "TEXT", "token_count": 226 } ], "total_token_count": 1265, "traffic_type": null } }

{ "input": { "contents": "You are answering a user query. Be concise but helpful.\nIf you mention products or brands, be specific.\nDo not invent facts. If unsure, say you are unsure.\n\nBrand under analysis: Trengo\nBrand website: https://trengo.com/\n\nUser query: Which shared inbox solutions are ideal for improving customer support efficiency?", "model": "gemini-2.5-flash" }, "model": "gemini-2.5-flash", "provider": "gemini" }

null