🚀 Your customer support tool was designed for one person. That stopped being true a long time ago. Today we ship the fix.
🤝 Real-time team collaboration is now live in the Wexio Inbox. We've been quietly building this for months - not as a feature, but as a rebuild of how the inbox works underneath. Customer support inside Wexio is now a team sport, the way it should have always been.
✨ Here's what changed
👀 Open the same customer conversation as a teammate and you'll see them right there. Their avatar joins yours at the top of the chat. As they type, a small coloured cursor with their name floats next to whatever they're writing. They drop in a screenshot - it appears in your composer too. They start recording a voice note - your send button shows the recording state so you don't talk over them. Either of you can hit Send. Both see the spinner. The message goes out exactly once.
🧠 Under the hood it's Yjs - the same CRDT multiplayer engine that powers Linear and Notion's real-time features. Every keystroke, every attachment, every AI Copilot action streams between your team instantly. We didn't bolt on a "shared draft" feature - we rebuilt the entire composer to be collaborative from the ground up.
📝 But the most useful piece is smaller and quieter: @mentions right inside the chat.
🔔 Type @ in the composer, pick a teammate from your organisation, and the chip lands. The composer immediately turns yellow with a friendly hint: "Internal note, won't be sent to the customer." Write your question. Hit send. Your teammate gets a bell-icon notification in real time, a new entry in their @Mentions sidebar tab, and an email if they happen to be offline. One click takes them into the conversation, scrolled to your exact note. They scroll past it, the receipt auto-clears. They never had to leave the inbox.
📊 Want to know who's caught up? Every internal note shows a "Read by…" footer that updates live. ⏱ Awaiting reads → ✓ Read by 1 of 3 → ✓✓ Read by everyone. Hover the indicator and you see each teammate with timestamps. Alice - 2 minutes ago. Bob - just now. Carol - unread. No more guessing whether anyone actually saw your question.
🎯 Why this matters
🚫 Most support tools assume one operator per conversation. So your team does the messy workaround dance - paste the chat into Slack, tag a colleague, wait for them to context-switch in, paste their response back to the customer. By the time the customer hears anything, the moment has passed. Two operators end up replying simultaneously. Notes get lost. Hand-offs feel like dropping a baton in slow motion.
😬 We watched our own team do this. We sat with it for a while. We rebuilt the inbox.
✨ With real-time collaboration and @mentions, all of that compresses into the inbox itself. Your team works on the same surface. The customer experiences one calm, clear voice. Your operators experience their colleagues as actual colleagues - not Slack notifications stacking up in another window.
📈 What we're hearing
❤️ Every team is different, so we won't pretend to have one number that fits everyone. But the same pattern keeps showing up in early feedback: less hand-off friction, fewer interrupting Slack pings, faster resolutions without anyone trying harder. Operators tell us their day "just feels lighter." That's the whole point - when collaboration moves into the tool people already live in, the tool gets out of the way.
🌟 Try it now
🔥 @mentions and internal notes are live for every Wexio Inbox account on every plan - open any chat, type @, pick a teammate. The full real-time collaborative editor (shared cursors, live drafts, multiplayer attachments) is on Pro and above; if you're on Free or Standard, mentions still work and an upgrade flips on the rest.
🤝 Not on Wexio yet? Start a free trial - no credit card, no friction. Collaboration turns on the moment a second operator joins your inbox.
🧵 We'd love to hear how this lands for your team. Drop us a note, tag us on socials, or just reply to this announcement - we're answering every message, quite literally with the whole team in the same chat. ❤️