Shared Inboxes

Shared inboxes let your team manage a single email address (like support@ or sales@) together — with assignment, notes, and status tracking.

Create a shared inbox

1. Go to Settings → Business → Shared Inboxes → Create Inbox.
2. Choose a name (e.g. "Support") and an email address (e.g. support@yourcompany.com).
3. Add team members who can access this inbox.
4. Set a default assignee or leave unassigned for round-robin.

Assign conversations

In a shared inbox, any team member can assign a conversation to a colleague. The assignee receives a notification. Assignments are visible to all members of the inbox.

Internal notes

Leave internal notes on any thread — visible only to team members, never sent to the customer. Notes appear in a different colour to distinguish them from reply drafts.

Status tracking

Conversations in shared inboxes have a status: Open, Pending, or Resolved. Filter by status to focus on what needs attention.

Next steps

• Manage team members →