Customer support shared inbox for small teams
HeedBox is designed to help a small support team work from one Microsoft 365 shared mailbox. A person assigns each request, reviews Heed's suggested classification and any reply draft, and confirms the send. Tasks keep unresolved questions visible.
The problem
A customer writes to support@ about a delayed order, then replies with a new address. If two colleagues answer from separate views of the mailbox, the address change can be missed and the customer may receive conflicting replies.
A practical workflow
- Triage the new conversation and identify the colleague responsible for the order question.
- Check the order facts outside the inbox, record the next action as a task, and review any suggested priority or draft.
- Have a person confirm the reply, send it, and close the task only when the promised follow-up is done.
How HeedBox can help
HeedBox is intended to keep assignment, conversation context, and follow-up together. Heed offers typed decision support; it does not decide on refunds or send mail. A separate draft step may help prepare wording, subject to human review.
Frequently asked questions
Can HeedBox resolve a support request automatically?
No. A teammate checks the facts, accepts or rejects suggestions, and confirms every send.
Which mailbox connects in V1?
The built-in V1 connection is a Microsoft 365 work account and shared mailbox, subject to administrator approval and configuration.
See an example
Support hand-off after an address change — hypothetical, not a customer result .
Discuss your own workflow
The right setup depends on your Microsoft 365 permissions, team roles, and existing process.
Schedule a conversation