Team inboxes

A Team Inbox is a shared queue where new messages appear instead of going to individual inboxes. When anyone assigns, archives, or closes a message, it disappears from the team inbox for everyone. This makes it ideal for teams who want a "triage" step that cleans up messages for all coworkers at once.

Team inboxes work with email accounts, Google groups, distribution lists, SMS, live chats, custom API accounts, WhatsApp, Instagram, and Messenger.

With team inboxes, everyone is on the same page. No messages get missed and no two people work on the same message at the same time.

Example: Enable the Team Inbox flow for [e-mail] and select the Support team. All team members can now see incoming messages in the Support team inbox from the left sidebar.

How it works

1

View the team inbox

Select the team inbox from your sidebar. You will find all the emails, SMS, or other messages that have not been answered or assigned to anyone yet.

If you can't find the team inbox in your sidebar, click the + Pin to sidebar link and open it.

2

Triage messages

From the team inbox, you can directly reply to a message and assign it to yourself or assign messages to colleagues. A message can also be transferred to another team if it was addressed by the customer to the wrong one.

Easily assign to the right stakeholders.

Once assigned, assignees get a notification and can find the conversation at the top of their Missive Inbox. If a message does not need to be assigned or replied to (e.g. newsletter) it can be archived, marked as spam or trashed.

3

Close the conversation

When the assignee has completed their draft, they can click the Send & Close button to deliver the email and close the assignment. If a new reply is received in a closed conversation, the conversation will be moved back into the assignee's Inbox. Only the assignee(s) will receive a notification for this new reply, not all the team members.

Send your reply and close the assignment in one click.

Need to balance the assigned workload? Missive lets you automatically distribute your team's workload with four distinct balancing methods. You can select one of them by creating a rule with the Assign user(s) action.