Shared Inbox

Shared Inbox gives your team one place to manage customer email and SMS. Create inboxes in Settings, connect channels, add members, then work conversations from the CRM sidebar.

​

Create a shared inbox

1. Open Settings → Shared Inboxes.
2. Click Create shared inbox (or Create inbox).
3. Enter a name and create the inbox.

---

​

Connect channels

On the inbox card under Connected channels:

1. Click Connect one (or connect another channel).
2. In the connect modal, choose Gmail or Microsoft Outlook.
3. Complete OAuth for that channel.

You can connect more than one channel to the same shared inbox. Archive an inbox when you no longer need it; connected channels are disconnected.

---

​

Add members

1. Open the shared inbox from Settings → Shared Inboxes.
2. Manage members so the right people can view and reply.
3. Save access changes.

---

​

Work conversations

1. Open Shared Inbox under CRM in the sidebar.
2. Pick an inbox if you have more than one.
3. Filter by assignee, date, priority, category, sender, channel (email / SMS), or open vs closed status. Use search when needed.
4. Open a conversation to read the thread (email HTML or SMS).
5. Reply from the composer (attachments and mentions supported where available).
6. Assign a teammate, associate or open the contact side panel, then close the conversation when done.