Ownership everyone can see
Assign each conversation to one agent or leave it unassigned in a team queue. The conversation status is Open, Pending, or Resolved. Pending means the team is waiting for a customer or outside action; it does not close the conversation. An incoming customer reply reopens a resolved conversation.
Collaborate behind the reply
Private notes are visible to workspace members and never sent to the customer. Mention a teammate to request context. Collision detection shows when another agent is drafting a reply; it warns rather than locking the conversation. Saved replies can be edited before sending.
Organise without limits on inbox count
All paid plans include unlimited shared inboxes, tags, saved replies, and stored conversations during an active subscription. Seat charges apply to active agents, including owners and administrators. RelayDesk does not offer free observer seats.
Understand the boundaries
Email and web chat are the supported conversation channels. There is no native WhatsApp, SMS, telephone, or social direct-message inbox. Attachments can be up to 20 MB each; a single message can include up to five attachments.