The concept of a "Shared Inbox" has emerged as a product category, with companies like Intercom releasing redesigned team inboxes to make it easier for teams to communicate with customers. Designing such tools requires careful consideration of two key principles: designing the tool to support teamwork and providing full customer context along with any conversation. The traditional approach often ignores the messy reality of teamwork, leading to crumbled designs, while a design that considers teamwork can lead to more productive conversations. Providing customer context is essential for great support, allowing teams to answer questions quickly and focus on valuable conversations, rather than wasting time asking customers for unnecessary information.