Category · Team collaboration
Shared inbox for email, chat, WhatsApp and phone
Every customer email gets an owner, a status, and an answer. No double work, nothing left lying around.
Cuego AI agent
- Understand the questionWhat is this about and what does the customer really want to know.
- Gather contextOrder, customer data and earlier conversations from your own systems.
- Prepare the answerAn answer that holds up, with the follow-up action included.
- Get it doneReturn filed, ticket updated, queued for your approval.
A shared info@ inbox starts small and quickly turns into chaos. Nobody knows who is working on what, two colleagues accidentally reply to the same email, and important questions sink beneath the latest arrivals. Your team is busy, but the customer mostly experiences silence.
Cuego turns that mailbox into a working inbox. Every incoming email gets an owner and a status, so you see at a glance what's yours and what's already being handled. The moment a colleague opens an email, you see it, so nobody types a second reply to the same question. And as you write, the customer data is already there: which order, which earlier conversation. What was chaos becomes work that flows again.
The situation
Where a shared mailbox breaks down
Two colleagues reply to the same email, while another customer has been waiting three days.
No one can see at a glance what's still open and who's responsible for it.
For every question the team first juggles the webshop, the order system, and email before an answer appears.
What comes with it
Connects to your existing email
Cuego plugs into your current email setup. Your info@ address stays the same for the customer, but behind it your team works in a true shared inbox.
Your systems keep doing their work. Cuego pulls the information in the moment a customer calls or emails about it.
Gmail, Outlook, IMAP
How it works in practice
With that context in place, this is what the next step looks like.
Owner and status, automatically
Every email becomes a ticket with an assigned owner and a clear status, so everyone knows who's handling what.
Collision detection
See instantly when a colleague is already in a conversation or typing, so you never reply twice.
Cuego writes alongside you
Cuego proposes a draft reply based on the question and the customer data. You approve or adjust.
What Cuego makes of your inbox
Tickets with owner and status
Every email gets an owner and a status like open, in progress, or resolved. Nothing stays nameless and forgotten.
Collision detection
Cuego warns you when a colleague is already in the same ticket, so you never reply twice to the same customer.
AI draft replies
Cuego reads the question, consults your systems, and writes a grounded draft. The team approves before it goes out.
Customer context beside the email
Past conversations, orders, and customer details sit right next to the ticket, with no searching required.
Assign and hand off
Assign a ticket to the right colleague or department with a note, so handoffs happen without losing context.
Internal notes
Confer inside the ticket without the customer seeing it. All context stays with the question, not scattered across separate chats.
From context to result
What it delivers
What bringing context and action together means in practice.
One screen shows what's open, who's working on it and what the customer ordered before. When a colleague opens the same message, that's visible before two replies go out.
What's shared and what stays personal is set per mailbox.
Collision detection
you see a colleague has the same message open
Owner and status
every mail has a name on it, even if nobody picked it up
Shared or personal
per mailbox you decide what the whole team sees
FAQ
Frequently asked questions
Yes. Customers keep emailing the same address. Cuego catches that mail and turns it into a ticket, so your team can work on it in a structured way without the customer noticing anything.
The terms behind this
What the terms on this page actually mean, with the calculation and where they mislead in practice.
Ticket system
A ticket system gives every customer question a number, an owner and a status. That sounds administrative and is exactly what stops questions from getting lost.
Helpdesk
Helpdesk is the collective term for the desk where questions and reports arrive. The term covers both a team and the software, and that confuses matters when choosing.
Customer Effort Score
Customer Effort Score measures how much effort a customer had to make to get helped. It often predicts behaviour better than a satisfaction score.
See also
Keep exploring
Everything in Cuego connects. Discover the modules, solutions and integrations that belong with this.
Your Cue to Go.
Everything around your customer. Together.
The Customer Contact Platform where conversations, customer data, knowledge, workflows, people and AI come together. Book a 30-minute demo and see it against your own situation.
30-minute demo · then we set it up together
Rather look for yourself first? Take the free website scan