Shared inbox setup

Use shared inbox setup when a team needs to manage customer communication together instead of inside individual email accounts.

Before you start

Confirm which mailbox or account should be connected, who owns it, who should see it, and what the first triage workflow should be. A shared inbox works best when ownership and visibility are decided before messages arrive.

Setup checklist

1. Choose the account

   Decide which provider account or mailbox should be connected to the workspace.

2. Set visibility

   Decide whether the mailbox should be visible to the whole workspace or a smaller group.

3. Confirm ownership

   Assign an owner or responsible team for connection health and inbox process.

4. Review signatures

   Configure or assign email signatures before teammates start replying.

5. Triage the first conversations

   Move early threads into the correct states so the team sees the intended workflow.

What to check after connecting

• The mailbox appears in inbox navigation.
• Conversations load in the expected sections.
• Unread state and message previews look correct.
• Draft and reply actions are available to the right users.
• Internal comments are clearly separated from customer replies.
• The connection does not show an unresolved provider error.

Best practices

• Start with one shared mailbox before connecting many accounts.
• Make mailbox purpose clear in the display name.
• Keep internal notes in comments, not reply drafts.
• Create records or tasks for follow-up work that should outlive the email thread.
• Review waiting and scheduled sections regularly.

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