> For the complete documentation index, see [llms.txt](https://missiveapp.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://missiveapp.com/docs/core-features/team-inboxes/from-distribution-lists-to-shared-inboxes.md).

# From distribution lists to shared inboxes

For years, teams shared an address with a distribution list: mail to **support@** or **billing@** is copied to everyone on the list. Everyone gets a copy, nobody owns it, and replies go to the whole list, so the pile doubles.

In Missive, a [shared inbox](/docs/core-features/team-inboxes.md) replaces the distribution list: one copy of each message, assigned to one person, visible to the whole team. This page is about making that shift in practice: not just connecting the address, but changing how the team works it.

{% hint style="info" %}
Setting a shared inbox up? See [Sharing options](/docs/core-features/connected-accounts/sharing-options.md) for shared addresses and team inboxes, or your provider page ([Outlook](/docs/migration/from-outlook.md), [Google Group address](/docs/core-features/connected-accounts/email-accounts/gmail-google-workspace/google-group-address.md)). Moving a whole team over? Start with [Migrating to Missive](/docs/migration/migrating-to-missive.md).
{% endhint %}

## Why a shared inbox beats a distribution list

|                        | Distribution list            | Shared inbox in Missive                                                                           |
| ---------------------- | ---------------------------- | ------------------------------------------------------------------------------------------------- |
| Copies of an email     | One per person               | One shared conversation                                                                           |
| Ownership              | Nobody, or everyone          | Assigned to one person, visible to all                                                            |
| Side conversations     | Reply-all or a separate chat | [Internal comments](/docs/core-features/conversations/internal-chat.md) on the thread             |
| "Who's handling this?" | No way to tell               | [Assigned to others](/docs/core-features/triage-and-assignment.md)                                |
| Metrics                | None                         | [Analytics](/docs/advanced-features/analytics/reports.md) for response time, volume, and workload |

## Habits we recommend

### Keep the inbox at zero

Every message in a shared inbox should be in exactly one state: assigned to someone, snoozed for later, or archived. Nothing just sits. This is what turns a shared inbox from a pile into a team to-do list. What's visible is what needs action now.

### Assign instead of reply-all

Claim a message by replying (it auto-assigns to you) or by clicking **Assign to me**. Future replies on that thread come to your inbox, not back to the shared one, and the team still sees it under [Assigned to others](/docs/core-features/triage-and-assignment.md) or All. To hand it off, reassign it from the dropdown next to **Assign to me**.

### Close, archive, or trash

| Action      | Use it when                                     | Where it goes                                |
| ----------- | ----------------------------------------------- | -------------------------------------------- |
| **Close**   | You finished work that was assigned to you      | Closed, reversible, still searchable         |
| **Archive** | No action is needed and you want it out of view | Stays in the account, searchable under All   |
| **Trash**   | You won't ever need to find it again            | Trash (affects everyone in the shared inbox) |

{% hint style="info" %}
A closed conversation reopens if a new reply arrives.
{% endhint %}

### Give each inbox a router

Name one person per shared inbox who's responsible for making sure incoming mail gets assigned, sometimes called a quarterback. They're not the only one who can assign, since it stays a team effort. If something's sitting unclaimed, post an `@team` internal comment and everyone gets a nudge. Or use [rules to route automatically](/docs/advanced-features/rules/examples/triage-and-routing.md).

### Use snooze and pinned filters as your to-do list

[Snooze](/docs/core-features/conversations/snoozing.md) anything you'll deal with later. It disappears until the date you pick, then comes back to the top. Tip: filter your inbox for "Snoozed" and pin it, for a quick view of everything you're waiting on.

### Talk on the thread, not around it

Use [internal comments](/docs/core-features/conversations/internal-chat.md) with `@mentions` instead of a side chat or a reply-all. The discussion stays attached to the email forever, so context never gets lost.

### Don't let things linger

If a message is waiting on something external, [label](/docs/core-features/understanding-label-types.md) it (for example, "Awaiting reply") so it's clear what it's waiting on, or add a [task](/docs/core-features/tasks.md) inside the conversation. Don't leave it assigned with no next step.

## Old habits, new habits

| On a distribution list you'd           | In a shared inbox you                                                    |
| -------------------------------------- | ------------------------------------------------------------------------ |
| Reply-all so everyone sees it          | Assign it, since the team already has visibility                         |
| CC the list on every reply             | Do nothing, the conversation is already shared                           |
| Forward to a colleague                 | Reassign, or `@mention` them on the thread                               |
| Ask "did anyone get this?"             | Check [Assigned to others](/docs/core-features/triage-and-assignment.md) |
| Build folder rules to cope with volume | Assign, snooze, and search                                               |

## Next steps

* [Team inboxes](/docs/core-features/team-inboxes.md), [Creating a team](/docs/core-features/team-inboxes/creating-a-team-space.md), and [Triage and assignment](/docs/core-features/triage-and-assignment.md)
* [Sharing options](/docs/core-features/connected-accounts/sharing-options.md) for shared addresses and team inboxes
* [Migrating to Missive](/docs/migration/migrating-to-missive.md) for rolling a whole team over


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