Team & routing
The failure mode of a shared inbox is not too much work. It is two people answering the same customer while a third message waits.
Nusrat Jahan
Sadia
Tanvir Hasan
Mehedi
Rima Akter
Unassigned
One owner per conversation. Nobody answers over anybody.
The problem
Everyone can see everything, so everyone assumes someone else is handling it. The urgent message sits unanswered while two people write competing replies to the easy one.
When the AI hands over, it assigns — round-robin across the team, or to whoever currently has the fewest open conversations.
Each AI agent routes its handoffs to its own group of people, so the person who knows that product is the one who gets it.
Attach a teammate to the wholesale agent and the retail conversations are not filtered out of their inbox — they were never in it. Owners and admins see everything.
Invite teammates with the access their role needs. Not everyone who answers messages should be able to change billing.
Everything below is built and live today — not a roadmap.
Who is on the team
Not what they can see — that is the next section. This is who can spend your money and who cannot.
Mostaim
Every agent
Sadia
Every agent
Rima
Retail
Karim
Wholesale
nusrat@rupascloset.com
Invited yesterday · expires in 6 days
Three roles, and the difference between them is what somebody can break rather than what they can see. An agent answers customers. An admin also manages the team, the workspace and the AI. Only the owner can cancel the subscription or delete the workspace.
Invitations go by email and expire, so a link forwarded to the wrong person six weeks later opens nothing. Seats come with your plan and more can be added; when they run out, the invite button says so instead of failing after you have typed the address.
Ownership can be handed over. The new owner becomes the owner and you become an admin — and only they can undo it, which is what makes it a transfer rather than a loan.
What each of them sees
An agent attached to your wholesale desk does not have retail conversations filtered away. They were never in their inbox.
Same workspace, same moment, two people. The admin sees every conversation. Karim sees the two that belong to the agent he is on, and the retail threads are not hidden from him behind a filter — they are not in his inbox at all.
This is enforced where the conversations are fetched, not in the interface. An agent is attached to one or more AI agents, and the query only ever returns channels belonging to those. Attach nobody to anything and their inbox is empty, which is the safe way round.
For a shop running two brands, or a wholesale desk beside a retail one, that is the difference between hiring someone for one product and handing them everything you have.
Rima Akter
Delivery charge koto?
Tanvir Hasan
Order #4821 kothay?
Bulk Traders Ltd
500 units er rate?
Website visitor
Is the black one in stock?
Sylhet Distributors
Credit terms ache?
5 conversations
Bulk Traders Ltd
500 units er rate?
Sylhet Distributors
Credit terms ache?
2 conversations
Getting there
No migration, no consultant, no rebuild of how you work.
Send an email invitation; they set their own password and land straight in the inbox.
Pick round-robin for fairness or least-busy for speed — per agent, so different products can work differently.
From then on, anything the AI passes over arrives with a name on it.
Add your FAQ, connect one channel, and see how much the AI handles before you pay anything.
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