Team Collaboration Software
Keep everyone on the same page with shared inboxes, internal notes and @mentions — all attached to the customer record they concern.
Overview
Collaboration brings team conversation onto the customer record: shared inboxes so requests are handled together, internal notes that stay private to the team, and @mentions that pull in the right colleague at the right moment. No more forwarding threads and losing context.
Because notes and discussions live on the lead, deal or ticket, anyone joining a case sees the full story instantly. Sales, support and success collaborate on one platform, so a handoff between teams carries every detail with it.
Explore Customer Relationship Management →- ✓ Shared team inboxes
- ✓ Internal notes on every record
- ✓ @mentions to pull in colleagues
- ✓ Context that travels on handoff
- ✓ Email threads kept on the record
- ✓ One record across all teams
Everything Collaboration gives you
Shared inboxes
Handle customer emails and messages as a team without stepping on each other.
Internal notes
Discuss a case privately with notes that stay on the record, not in email.
@mentions
Tag a colleague to bring their attention and input to a specific record.
Context on handoff
Pass cases between teams with the full history and discussion intact.
Notifications
Keep the right people informed of replies, mentions and changes.
Shared knowledge
Insert Knowledge Base articles into replies so every agent gives the same answer.
How the agent works with Collaboration
The Flow-Cognition Agent runs a real loop on your Collaboration data — grounded in your records, governed and logged.
Sense
Reads shared-inbox threads and internal notes.
Decide
Decides who should own a message or be @mentioned.
Act
Summarises long threads and assigns the reply, with every step logged.
Five-tier model routing · field-level permissions · full audit trail. See the AI layer →
Live in four steps
Share
Route customer messages into a shared team inbox.
Discuss
Add internal notes and mention colleagues for input.
Resolve
Reply together with full shared context.
Hand off
Pass the case on with its history intact.
Where teams put it to work
Support teams
Agents work a shared inbox and add internal notes so complex cases are handled without duplicated effort.
Sales and support handoffs
A won deal hands to onboarding with every conversation and note already on the record.
Cross-team escalations
An agent @mentions a specialist to resolve a tricky issue without leaving the record.
The payoff
One shared context
Notes and discussion live on the record, not in inboxes.
Smoother handoffs
Cases move between teams with their full history.
Faster answers
@mentions pull in the right person immediately.
Less duplicated work
Shared inboxes stop two people doing the same thing.
Questions, answered
A shared inbox lets a team handle incoming customer emails and messages together, with visibility of who is replying so requests are not missed or duplicated.
No. Internal notes stay private to your team and remain on the record, keeping context together without being sent to the customer.
Mentioning a colleague on a record notifies them and invites their input, so you can bring in the right person without forwarding an email thread.
Yes. Because discussion lives on the shared record, passing a case to another team carries the full history and notes with it.
Sales, support and customer success all work the same record, so collaboration spans the whole customer relationship on one platform.
Related capabilities
Ticketing
Capture every support request as a tracked case with owners, priorities and SLAs — all on the customer record.
Live Chat
Answer website and in-app visitors in real time, with their full history on screen and a bot for routine questions.
Knowledge Base
A searchable help centre of articles and FAQs your team can insert into replies so everyone gives the same answer.
Task Management
Turn discussions into owned tasks with due dates and reminders, so follow-ups from a thread never get dropped.
Customer Portal
A branded, secure portal where customers raise and track tickets, view documents and find answers on their own.
Contact Management Software
One shared, always-current record of every person you deal with — with their full history of calls, messages and deals in a single view.
See Collaboration in your workflow
Start free, or get a guided walkthrough with our team — on the one platform that runs Customer Relationship Management and your whole business.