Why it matters
Shared passwords hide who answered what.
When three people log into the same support@ account, two answer the same email and a third email sits unread under a long thread. Sales inquiries get buried under shipping questions.
A shared email inbox gives each thread a status and an owner, and keeps sales and support mailboxes separate with the right access.
Interface and key controls
See the details that keep work moving.
Switch mailbox and role, assign a thread, change its status and merge a duplicate. Some mailboxes are limited by role.
How email inbox works
A clearer way to work.
- 01Connect inbox via authorized providerSign in with your email provider; no shared passwords.
- 02Ingest threadsEmails arrive as threads with attachments and quoted replies kept.
- 03ClassifyLabels and rules sort shipping, returns and sales.
- 04Assign and replyOne agent owns each thread and replies from the shared address.
- 05ResolveThreads close when done and reopen if the customer writes back.
Business scenario
A practical day in the business.
Brightwater Home Goods in Burlington, VT is an online store with two support agents and one salesperson. They used to share one support@ password.
- 9:00 AM — Dana Fowler emails twice about the wrong size on order #10482.
- 9:02 AM — Agent Jamie Moss merges the two threads and labels it Exchange.
- 9:15 AM — Jamie replies with a return label and sets the thread to Pending.
- 10:30 AM — A café’s bulk-order email goes to sales@, visible only to sales and admins.
Business scenarios and exceptions
Designed for real-world exceptions.
Attachments and quoted replies stay with each thread, duplicates are merged on review, and each mailbox has its own access rules.
Can emails be assigned to different teammates?
Yes. Each thread has one assigned agent, and the team can see who owns what.
Do customers see who replied?
Replies come from the shared address, such as support@. You can add the agent’s name to the signature.
How are duplicate emails handled?
Threads from the same sender about the same topic are flagged, and an agent can merge them.
Who should use email inbox?
Support and service sales teams that share one or more business email addresses.
Can I limit who sees a mailbox?
Yes. Each shared mailbox has its own access by role, such as sales@ for sales and admins only.
Give every email an owner.
Start a 14-day free trial or book a demo to connect your shared mailboxes.