Give each conversation an owner
Claim work or assign it to a teammate. Reply ownership helps the team coordinate before sending.
Shared Inbox
One inbox. A clear owner for every reply.
Give sales, support, and operations a shared place to handle incoming conversations. Keep the reply, the internal discussion, and the customer context together.
Included with Pro and Team. Also available on Enterprise.
Shared Inbox
A question about getting started
- Status
- Open
- Assignee
- Alex
- Queue
- Waiting for a reply
- Knowledge
- Getting started guide
An internal note keeps the next teammate up to date.
- 01Connect a team mailbox
- 02Assign the conversation
- 03Reply with the right context
Built into your workspace
The tools to keep work moving.
Keep team discussion close
Use internal notes, presence, and shared drafts to work through a response together.
Organize the queue
Use categories, custom fields, rules, assignment settings, and response targets to match each mailbox to its workflow.
Follow up at the right time
Snooze conversations, follow updates, and set reminders that depend on whether the customer replies.
Reply from published Knowledge
Choose relevant articles, build a suggestion with source references, and review the draft before sending.
Connect the conversation to records
Link related records so your team can see the account, person, or work behind a request.
Better together
Connect the request, the answer, and the relationship.
Questions about Shared Inbox
Does this replace personal email sync?
Personal email sync remains available separately. Shared Inbox is for mailboxes that a team manages together, with membership and assignment controls.
Are Knowledge suggestions sent automatically?
No. A staff member chooses the source articles and reviews the reply before sending. AI generation uses the workspace’s configured AI provider.