Shared inbox software for your whole team
Every Helpmonks plan includes unlimited users. Pay for shared inbox capacity—not seats—and give support, sales, operations, and leadership the customer context they need.
No per-seat pricing · Assignments, notes, workflows, CRM context, and AI assistance
Triage with Mailtwine. Work in Helpmonks.
Mailtwine email triage is purchased separately and is not included in any Helpmonks plan. It classifies, prioritizes, summarizes, and routes incoming conversations, then prepares drafts for human review.
Its native, bidirectional Helpmonks API integration keeps triage actions, drafts, and replies synchronized. Your team can continue working in the Helpmonks shared inbox while Mailtwine handles the preparation layer.
Explore Mailtwine email triageWhat “separate product” means
- Separate Mailtwine purchase and service
- Native Helpmonks integration, not a generic forwarding workaround
- Synchronized triage actions, drafts, and replies
- Human approval before customer-facing replies are sent
Know who owns the next step
Turn addresses such as support@, sales@, and billing@ into organized team queues. Assign a conversation to a person or team, add a due date or to-do, and keep its status visible without forwarding messages or adding internal recipients to a customer thread.
Collision detection shows when another teammate is viewing or replying. Internal notes keep decisions and attachments beside the customer conversation while remaining private to your team.
Bring everyone who can help
Unlimited users means managers, specialists, engineers, contractors, and occasional collaborators can join without changing the bill. Access controls determine which inboxes each teammate can see.
See inbox limits by planAutomate routine handling. Keep exceptions visible.
Workflow rules can route, label, assign, notify, and follow up based on the sender, mailbox, message content, timing, customer data, and conversation state. Saved replies speed up common answers without hiding the final message from the person sending it.
See the relationship, not just one message
Contact and company profiles bring prior conversations, notes, labels, files, and activity together. Teammates can understand who is writing, what happened before, and how the account is connected before they answer.
Use labels and custom customer data to organize accounts and power targeted workflows. Helpmonks also connects shared-inbox work with its live chat, knowledge base, email campaigns, and sequences, subject to the capacity of your plan.
Find the thread. Understand the workload.
Search across conversations and customer context using the details your team remembers. Inbox views help people focus on assigned, open, waiting, or labeled work.
Reporting shows conversation volume, response activity, resolution patterns, and team workload. Available metrics and retention can depend on the plan and account configuration; review them against the decisions your team needs to make.
Summarize and draft with a person in control
Helpmonks AI can summarize long threads, prepare or rewrite replies, adjust tone and clarity, and translate messages. Suggestions remain editable, and a teammate reviews the customer-facing reply before sending.
A monthly AI allowance is included with paid plans. Administrators can disable AI or connect a supported provider instead. See the current AI controls and allowances.
Assistance and triage are different
Helpmonks AI assists within a conversation. Mailtwine is the separately purchased triage service for classifying, prioritizing, routing, summarizing, and preparing drafts across incoming work. Its deep Helpmonks integration keeps both systems synchronized.
Review the Mailtwine integrationMicrosoft partner
Microsoft Outlook and Microsoft 365. Fully supported.
Connect Outlook.com and Microsoft 365 mailboxes securely through our fully integrated Microsoft OAuth connection. Keep Microsoft-hosted email synchronized with Helpmonks while your whole team collaborates from one shared customer inbox.
Connect Microsoft 365 with modern OAuth
Connect supported Microsoft mailboxes through Microsoft OAuth instead of sharing mailbox passwords. Helpmonks works as the collaboration layer while Microsoft remains the email provider.
You can also connect supported Google and other email accounts. Authentication options, administrator approval, and mailbox behavior depend on the provider and your organization’s policy.
Keep the queue moving away from a desk
Use Helpmonks in a mobile browser or the current iOS and Android beta apps to review conversations, see customer context, collaborate, and reply. Confirm beta availability and the specific workflow your team needs before replacing a desktop process.
Start with one team address
- Choose the first shared address and its owners.
- Connect the mailbox using the provider’s supported authentication.
- Invite every teammate who needs visibility or can help resolve work.
- Define ownership, statuses, labels, and response expectations.
- Add a small set of saved replies and routing rules.
- Review search, reports, mobile access, and optional AI controls.
- Add Mailtwine separately if the incoming volume needs automated triage.
Bring everyone into the customer conversation.
Unlimited users. Shared inbox pricing. One place for customer context.