The shared inbox

Work through customer email together without stepping on each other's toes.

Steps

1. 1Open Mail → Inbox. Folders: Assigned to me, Team, Unassigned, Starred, Sent, Snoozed, Spam and Closed.
2. 2Open an email thread. The right panel shows the customer's details, open tasks and recent activity.
3. 3Assign the thread (or select Take it), star it, snooze it or set a follow-up reminder.
4. 4Add an internal note for colleagues — customers never see notes.
5. 5If someone else is replying, a banner tells you, so two people don't answer.
6. 6Close the thread when done. A customer reply reopens it automatically.

Still need help? Contact support