Email, Instagram DMs, WhatsApp, Messenger, Telegram, and live chat land in one inbox your whole team can see.
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It doesn't land on one person's phone and stay there. Instagram, email, live chat — every channel lands in the one 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.
Small-business thinking, at any size — from a team of five to a growing group of fifty, Inbox leads with a small-business mindset: our ideas, our agility, and an overriding sense of simplicity.
A ticketing system — no ticket numbers, no SLAs, no escalation workflows. If you think you need them, you might find yourself in a corporation. Good luck with that.
A sales CRM — no pipelines, no deal stages, no forecasting. What you do get is the part of a CRM a small business uses: a record of every customer, quotes you can take payment on, and a nudge when a quote has gone a week without an answer.
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 flatabout $46/mo flat | £15–£67/agent/mo$19–$89/agent/mo | £15–£89/agent/mo$19–$115/agent/mo | about £19–£57/user/mo$25–$75/user/mo |
| Per-seat pricing | No — unlimited | Yes | Yes | Yes |
| Instagram DMs | Native, first-class | Freshdesk Omni plans | Suite plans | Paid plans |
| Included | Freshdesk Omni plans | Suite plans | Paid plans | |
| Live chat on your website | Included | Freshdesk Omni plans | Suite plans | Paid plans |
| Bookings, quotes & payment links | Built in | Not on the plan list | Not on the plan list | Not on the plan list |
| Send paperwork to your bookkeeper | One tap | Not on the plan list | Not on the plan list | Not on the plan list |
| Shopify, WooCommerce, Stripe & Google Calendar | Included | Via apps | Via apps | Via apps |
| AI recaps & drafts for your team | Included | Copilot add-on, £23/agent$29/agent | Copilot add-on, £40/agent$50/agent | Included |
| AI agents replying in conversations | ✗ on purpose | Freddy AI Agent | AI agents | AI Answers add-on |
| Internal notes | ✓ | ✓ | ✓ | ✓ |
| Customer context | ✓ | ✓ | ✓ | ✓ |
| Ticket numbers & SLAs | ✗ on purpose | ✓ | ✓ | ✓ |
| Automation rules | ✗ on purpose | ✓ | ✓ | ✓ |
We show where they beat us too. Honesty earns trust — and we think you'll choose simplicity.
From a team of five to a growing group of fifty, Inbox leads with a small-business mindset that fuels everything: our ideas, our agility, and an overriding sense of simplicity, no matter how advanced the tech in the background.
Small businesses know what doesn't work: complexity, things that take too many steps, things that should be simple and get bogged down. And even when they grow, those same companies are very good at finding the faster, better way, and it's in that same spirit of entrepreneurship that we think up and build every feature in Vidual Inbox.
When people use something we've made, it is a complete privilege and a huge responsibility. They deserve a first-class experience that stays a delight to use, with features that really work, not bloat added for the sake of nothing at all. That is where enterprise software tends to end up, and it is not us. We keep tight guardrails on what Inbox is and what it isn't, and a very clear view of how everything should look and feel. We might be a little nutty about that. We think you'll forgive us when you use the app.
£34.99 plus VAT is the whole bill whether you're one person or fifty — it's the same number at a team of two as at a team of twenty. Competitor figures are their published per-person prices as of September 2026, billed yearly for Zendesk and Freshdesk. Help Scout prices in US dollars only, converted here at $1.32 to the pound.That is about $46, converted at $1.32 to the pound. Competitor figures are their published US per-person prices as of September 2026, billed yearly for Zendesk and Freshdesk. Check theirs before you decide.
Connect your mailbox. Invite the team. Start replying.
On Outlook: sign in with Microsoft and that's the setup — Inbox reads your mailbox directly, nothing forwarded. On Gmail: one popup, one forward, done — no DNS. Custom domain: forward your shared address (info@, hello@, studio@) to the unique Inbox address you get on signup, plus two quick DNS records we walk you through.
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.
If your mail is on Outlook or Microsoft 365, the setup is a sign-in. New email appears in Inbox, usually within a minute, with nothing forwarded and no rule to set. Replies go out as your address with a copy in your Sent Items, and a reply you type in Outlook itself joins the conversation. How it works.
Your main list is your customers. The newsletters, sales pitches and likely spam that used to crowd them out are put aside at the foot of the inbox, never deleted, and one tap brings a conversation back. How it works.
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.
Send to accounts — pass an invoice or a remittance, with its attachments, to whoever does your books. One tap from the email.
Saved replies — the answers you keep typing, saved once and ready for the whole team from the slash menu.
Remind me — a reminder on any conversation for the thing you promised. It comes back up in Up Ahead.
Light and dark — follows your device, or choose for yourself.
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 stay on top of everything, even on our busiest days."
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
If your mail is on Outlook, the setup is now a sign-in. Inbox reads your mailbox directly, sends as you with a copy in Sent Items, and picks up the replies you send from Outlook itself.
30 September 2026 New in InboxNewsletters, sales pitches and likely spam are put aside at the foot of the inbox, never deleted, and paperwork goes to whoever does your books in one tap.
30 September 2026 ComparisonSome people searching want another help desk. Many more never needed one. How to tell which you are, and what an inbox built for a small business does instead.
30 September 202614 days free. Set up in five minutes. Your team will thank you by Wednesday.