Team mailboxes, one owner and the CRM
Who reads each mailbox, a sending password for each person on a shared address, one owner per conversation and customer, and an AI that may file leads and open tickets.
Steps
- Open a mailbox and choose People. Leave it with the whole team, or choose the people who read it: the owner and the admins always do, and its messages, conversations, sent mail and lines on customer records follow the same choice.
- On the same tab, create a personal sending password for each person who sends from the address. Mail sent with it is theirs on the sent list, the leaderboard and the customer's CRM record. It stops working by itself when they leave or stop reading the mailbox.
- A conversation has one owner. A person's choice beats a queue, a queue beats an identity's assignee, that beats the customer's owner in the CRM, and whoever answers first owns what nobody owns.
- A customer without an owner in the CRM gets the conversation's owner, or your routing rules choose one. A customer who has an owner keeps them.
- Each agency client is a company in the CRM. On Deals, pick a client to see its board, its list and its numbers.
- Settings, Sending, Mail and the CRM: let the AI file a lead or open a ticket when it is sure. Both start off, and every act is on the Activity page.
Questions
- Does a colleague see a line on a customer's timeline from a mailbox they cannot read?
- No. A mail line is exactly as visible as its mailbox, and so is an AI summary that read it.
- Can the assistant create a sending password?
- No. A password is shown once to a person. The assistant can list who holds one and revoke one.
Updated 2026-10-25 · llms-full.txt