Email, Instagram DMs, WhatsApp, Messenger, Telegram, and live chat become one conversation your whole team can see.
↓ follow the thread
It doesn't land on one person's phone and stay there. Instagram, email, live chat — every channel becomes one conversation, in the inbox everyone shares.
Pick up where a teammate left off. Assign it, or just leave a note only the team can read. Mine, unassigned, waiting, closed — the whole room on the same page.
Book the customer in without leaving the conversation — in person or by video. Flip on a video call and Google mints a Meet link automatically. It lands on your calendar; they get the invite.
Same person, two channels. Merge them into one record — notes, history, files, order value — and it follows the human, not the inbox they happened to use.
Up Ahead surfaces replies still waiting and the dates customers let slip. Otto drafts and summarises. Always with your nod — it never replies for you.
One thread, every channel, the whole team — and your brand on every reply. Here's the practical bit.
We'd rather you know exactly what you're getting than discover what you're not three months in.
One inbox, every channel — email, Instagram DMs, WhatsApp, Messenger, Telegram, and live chat. Your whole team sees every conversation. Nothing vanishes the moment someone replies.
Simple help desk software — assign conversations, leave internal notes, track who's waiting for a reply. That's the loop.
Customer context you actually use — notes, tags, history, and files for every customer, in one slide-up sheet.
Mobile-first — built for people who check email on the move, not people who sit at a desk all day.
Quietly smart, never auto-pilot — Up Ahead briefings, Catch Up recaps, and Otto working with your oversight. Smart hands on the tiller, not a chatbot at the wheel.
Built for the right size — designed for teams of one to ten.
A ticketing system — no ticket numbers, no SLAs, no escalation workflows. If you need those, Freshdesk or Zendesk are better choices.
A CRM — no pipelines, no deal stages, no sales forecasting. If you need to manage a sales funnel, this isn't it.
An Enterprise tool — if you see the stats, but not the people, we're not for you.
An AI auto-replier — Inbox prompts you to reply faster and surfaces what needs attention. It never replies for you. We think your customers can tell the difference.
Trying to be everything — we do one thing well. A simple shared inbox for agile teams who care about craft, not software.
Most customer support software is built for a support department. For brands that spend more time making than meeting, "best" means something different — here's how the maths actually shakes out.
| Vidual Inbox | Freshdesk | Zendesk | Help Scout | |
|---|---|---|---|---|
| Price | £34.99/mo flat | Free–£79/agent/mo | $19–$115/agent/mo | $50/user/mo |
| Per-seat pricing | No — unlimited | Yes | Yes | Yes |
| Setup time | Under an hour | Hours–days | Hours–days | 30–60 min |
| Mobile experience | Built mobile-first | App (basic) | App (basic) | App (basic) |
| Instagram DMs | Native, first-class | Bolted on (paid add-on) | Bolted on (Suite plans) | Not really |
| Live chat & WhatsApp | Included | Higher tiers only | Higher tiers only | Beacon (chat only) |
| Internal notes | ✓ | ✓ | ✓ | ✓ |
| Customer context | ✓ | ✓ | ✓ | ✓ |
| Ticket numbers & SLAs | ✗ on purpose | ✓ | ✓ | ✓ |
| Automation rules | ✗ on purpose | ✓ | ✓ | ✓ |
| Built for teams of 1–10 | Exactly this | Overkill | Overkill | Close, but pricey |
| Designed for small brands | Only this | ✗ | ✗ | ✗ |
We show where they beat us too. Honesty earns trust — and we think you'll choose simplicity.
Enterprise support software is judged on ticket volume, SLA compliance and how much of the queue a rule engine can absorb. At five people none of that is your problem. Yours is simpler and harder: everyone can see every conversation, nobody replies twice, and nothing sits unanswered while you're at the bench.
So the tools that win for a small business are the ones you can set up before lunch, run from a phone between other jobs, and add a new starter to without a billing conversation. We leave tickets, SLA timers and automation rules out on purpose — someone getting in touch is the start of a relationship, not a work item to be triaged.
£34.99 plus VAT is the whole bill whether you're one person or ten — it's the same number at a team of two as at a team of nine. Competitor figures as published at the time of writing; check theirs before you decide.
Forward your shared email to Inbox. Verify your domain. Invite the team. Start replying.
Forward your shared address (info@, hello@, studio@) to the unique Inbox address you get on signup. On Gmail: one popup, one forward, done — no DNS. Custom domain: two quick DNS records, we walk you through them.
Add everyone — no per-seat charges, ever. The whole team sees every conversation. Assign to each other, leave internal notes, reply from your brand's address.
Replies go out from your brand email. Customers never see "Vidual." Filter by assigned-to-me, unassigned, waiting, or closed. The inbox is finally on track.
Every feature an agile team needs to handle customer conversations together — across every channel. Nothing they don't.
One inbox, whole team. Conversations stay visible to everyone — even after someone replies. No threads vanishing into personal inboxes.
Everything you know about a customer in one record — contact details, notes, tags, files, and their history across every channel. Same person emailed and DM'd you? Merge their profiles into one.
Your daily nudge — replies still waiting, dates customers mentioned in passing ("before her birthday on the 14th"), threads gone quiet. The shopkeeper's instinct, in software.
An in-thread summary of every conversation — what was said, what was promised, what's still open. Drop back in after a week away and find your bearings in seconds.
Where Catch Up hands off, Otto picks up — our little helper. Drafts replies, surfaces context, runs small tasks. Always with your oversight. Never replying without your nod.
Connect your Google Calendar and book a customer in — in person or by video — without leaving the conversation. Google mints the Meet link; the customer gets the invite.
Send a price and Inbox offers to mark it as a quote — one tap, no form. Take payment through your own Stripe account, the full amount or a deposit, with a link that lands in your reply. When the customer pays, the quote marks itself paid.
Assignment & ownership — reply to a conversation and it's yours. Reassign with a tap; filter by "mine" or "unassigned".
Internal notes — team-only notes in the thread. Mention a teammate and they're notified.
Your brand, not ours — replies from your address, your signature. Customers never see "Vidual".
Tags & filtering — "Warranty", "Commission", "Follow up" — your labels, instant filters.
Attachments & files — drag-and-drop, inline images, a customer's file history in one place.
Smart link previews — share a URL, customers get a rich card — title, image, favicon.
Mobile-first design — reply on the train, triage from the sofa. Built for phones first.
Knows your regulars — threads open with who this is: "Regular · 6 conversations since May", the quote still out, what happened last time.
Shopify & WooCommerce — order history and customer value beside every conversation.
Connects to Vidual Projects — turn a conversation into a full commission with one tap.
"Other platforms made us feel like a corporation. We just wanted to answer messages from every channel, offer great support and have a little fun."
The problem Vidual Inbox exists to solve
No per-seat charges. No feature gating. No "contact sales" for the bit you actually need. The whole product — every channel — for one price.
No credit card required · Cancel any time
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29 July 202614 days free. Set up in five minutes. Your team will thank you by Wednesday.