Shared Inbox Overview

Shared Inbox lets your team manage email conversations from a single place inside Coherence. Assign, snooze, and collaborate on conversations without switching tools.

What is Shared Inbox?

A shared inbox is a team-visible mailbox (e.g. support@, sales@) where every incoming message becomes a conversation that any team member can pick up. Unlike personal email sync, shared inboxes are designed for collaboration: conversations can be assigned, snoozed, commented on internally, and tracked in real time.

Key Features

• Team conversations — Incoming emails appear as threaded conversations visible to the whole team
• Assignment & claiming — Assign a conversation to a teammate or claim it yourself so everyone knows who's handling it
• Snooze — Temporarily hide a conversation and have it reappear at a chosen time
• Internal notes — Leave comments with @mentions that are visible to your team but never sent to the customer
• Real-time presence — See who else is viewing or replying to a conversation right now
• Priority levels — Mark conversations as urgent, high, normal, or low priority
• Status tracking — Conversations flow through open, pending, snoozed, and closed states
• SLA countdowns — See time remaining or overdue for configured reply and resolution targets in the list

Workflow and Knowledge

Use Inbox settings to manage membership, mailbox workflow, categories, rules, assignment, macros, and response targets. Settings opens as a full center view with a back arrow. Inbox deletion is in settings.

Connect Knowledge bases to prepare replies with source references. Staff reviews and sends the reply. Link relevant records to keep customer context close to the conversation.

For requests that need a structured case lifecycle, use Cases, including requests submitted through Portals.

Enable AI triage suggestions in inbox workflow settings to review proposed priorities and categories before applying them. AI triage does not send replies or reassign conversations and requires the server's TypeSafe integration.

Inbox administrators with Cases configuration and creation permissions can enable Email-to-case in workflow settings. New email conversations then create linked Cases; existing threads are not imported. Cases start as Open and keep their own statuses and service targets. See the Cases workflow guide for configuration and feedback surveys.

Plan Availability

Shared Inbox is available on the Pro plan and above.

Getting Started

1. Click Shared Inbox in the sidebar navigation
2. Create a new inbox and give it a name (e.g. "Support", "Sales")
3. Connect an email account
4. Incoming messages will appear as conversations your team can manage