Assign email conversations in a team mailbox

In a Team mailbox such as sales@ or support@, several people see the same mail. Assign each conversation to one person so customers never get two answers, or none.

#Take or assign a conversation

1. Open the conversation in Inbox.
2. Select Take it to assign it to yourself, or choose a colleague under Assigned to.

Only people who belong to the team mailbox can be chosen. The new assignee gets a notification, and the change is recorded in the audit log. To give the conversation back to the team, remove the assignee (Unassigned.).

Replies in this thread stay with the assignee: when the customer writes again, the conversation reopens for that person and shows as unread for them.

#Find your conversations

Use the filters at the top of the list:

• Assigned to me: everything you are responsible for in this mailbox.
• Unassigned: new mail nobody has taken yet. Everything on this page is assigned. means the team is up to date.
• All: every conversation.

In a Personal mailbox you are the only possible assignee.

#Finish a conversation

Select Mark done when the conversation is handled. It leaves your open list and comes back if the customer writes again. Reopen brings it back right away.

For writing and replying, see Write emails. Who belongs to a team mailbox is set by a Company admin in Integrations.