# What is Loop? # 5-minute Loop demo Discover how Loop transforms the overwhelm and chaos of multiple inboxes, chat platforms, and ticketing systems, into a unified communication hub that gives you and your team clarity, focus and control. {% embed url="" %}
# Get started with Loop in 10 minutes This guide will show you how to invest just 10 minutes today to set up Loop and create a system that will save your team time, stop messages getting missed and give everyone clarity into who’s handling what. Loop is an all-in-one team inbox. Whether it’s messages from customers, partners or your internal team, Loop simplifies and organises all your incoming work communication into one inbox and gives you and your team back order, control and focus. We’ve onboarded thousands of teams like yours, so here’s what we’d recommend you test during your free trial to find out if Loop could be the right tool for your team: 1. [Orient yourself in Loop and try out the core features](#h_01f0en8ah4ae7q8hhs5dm91cvm) 2. [Invite 1-2 people to help you test out Loop](#h_01f0jxaqqa69ttd91c6rmtc7kn) 3. [Connect a shared inbox to start taming the chaos](#h_01f0jxax07rxxqnxn9ct0qagbq) 4. [Organise emails in your shared inbox](#h_01f0jxb1w98q94h0v54zkyjkf6) 5. [Make your job easier with automated Rules & SLAs ](#h_01f0jxb6gzqwrb4jbm7z26sx92) 6. [Get your whole team onboarded](#h_01f0jxbd21ang36h44q681hg3a) 7. [Test everything fully for the duration of your 14-day trial](#h_01f0jxbjjnrqsyt1per38re164) ### Step 1: Orient yourself in Loop and try the core features Loop has been designed with the familiarity of an email inbox, so you and your team will feel right at home. Here’s the basic structure you’ll always see:
Within Loop you can ensure that everyone in the team has oversight of what is going on and who is working on each item. Assigning emails helps to manage workload, prevent overwhelm and provide clarity and ownership for all team members. When tasks have been completed they can be resolved. Both actions are visible to all members of a shared inbox or team. Go ahead and try assigning an email to yourself in your personal inbox, reply to it and then mark it as resolved. ### Step 2: Invite 1-2 people to help you test out Loop Loop is optimised to be a team inbox, and therefore it works best in a team. The quickest way to truly play around with all the functionality is to get 1 - 2 of your team members to join you and help you experience the power of the delegation. The best people to invite tend to be: * Your ‘right hand (wo)man’ - someone you work closely with who you can get on board to test this with you * Another stakeholder - anyone who will need to sign off on implementing a new tool for your team * Someone who has a knack for setting up systems and automated workflows Easily invite people using the ‘Invite People’ link at the bottom of the sidebar. ### Step 3. Connect a shared inbox to start taming the chaos Shared inboxes are great for any public facing email address such as info@, support@ or . You can have multiple people all access the same inbox but without the confusion you’ve previously experienced with your email client. **With Loop you avoid...** 1. **the uncertainty and overwhelm** of being unsure who is working on each email. Have more visibility and accountability by assigning emails to individuals. 2. **getting caught up in confusing trails of forwarded messages** when trying to ask other team members for help. You can easily have internal conversations about an email with anyone from your team without it getting caught up amongst any external messages to your customer. 3. **having to switch between multiple tools.** Your emails, chat messages, calendar and shared files can all be accessed from the same place - Loop! 4. **multiple people logging into the same email account** to access messages. Once someone has been added to a shared inbox it will be easily accessible to them from their own Loop account. [Watch our 2 minute video](/shared-inbox/how-do-i-set-up-a-shared-inbox) to see how to connect a shared inbox We want to assure you that when you connect your shared inboxes that your emails will remain in your email client as expected. Any incoming or outgoing messages will still appear in your inbox/outbox. If you move items to an archive or delete folder in Loop, then they will also appear in the corresponding place in your email client. ### Step 4. Organise emails in your shared inbox You can use shared inboxes in many ways. Some examples are as: * a help-desk for Customer Support Teams to manage customer queries. * a place for Sales Teams to manage new prospect enquiries. * an inbox for general enquiries which can be picked up by multiple people working on different shifts throughout the day and across different time zones. We know that when multiple people are all working out of the same inbox it can become very confusing and messy. Loop’s shared inboxes stop this from happening. The Loop trial gives you access to full functionality so you can see exactly what you’d get on our top plan. We want you to fully experience Loop and get a real feel for it. You can easily: * **keep the team on top of tasks** by assigning emails to each member. You can do this manually or by setting up a rule. * **see when tasks have been completed** by making them as resolved. Be sure to encourage your team to do this so that everyone has an oversight of what has been finished. * **ensure your inbox is kept tidy** by creating a rule that archives emails once they have been replied to or marked as resolved. This will help to keep your team focused and see what needs to be actioned. * **save your team time** by setting up canned responses for those common questions. You can save templated responses which everyone can access, edit and send in just a few clicks. * **stay focused** by muting any channels you don’t need to receive regular updates from. You can still view all emails and chat messages but won’t be notified unless someone mentions you directly. * **set up shifts** to ensure that messages are only assigned to individuals working during specific time periods or time zones. You can do this using rules. * **filter messages** to see any emails that have been archived, deleted or assigned to a specific person. ### Step 5: Make your job easier with automated Rules & SLAs Now that you have the basic structure in place for your shared inbox, it’s time to look at automating and optimising some of your core workflows so that Loop can work for you and your team in the background. There are two quick things that you’ll want to do: 1. **Check and edit the pre-set SLAs**. These are internal nudges that can be sent automatically when... 1. a user fails to **respond** to an assigned task within X days 2. a user fails to **resolve** an assigned task within X hours 2. **Create a few basic rules** Here are examples of some of the most popular ones: * assigning using a **round-robin** system to ensure work is delegated across the team * assigning using **workload management** to make sure that no one has too much or too little on their plate * assigning emails from **VIP customers** to specific team members, e.g. Team Lead or senior members of the team * automating emails based on different **shifts** that your teams may work. To ensure that emails are not assigned to someone who is not working you can allocate emails based on the day and/or time. ### Step 6: Get your whole team onboarded Once you’ve had a go at figuring out some of your workflows: * set up some more rules to get Loop ready to run as smoothly as possible for your team. * see Loop shine by getting your whole team onboarded and using the app. * try adding some Teams for specific groups of people, current projects or simply for being sociable. Whilst you and your team become familiar with Loop don’t forget that we are here to help you along the way. Feel free to: * [book a demo](https://calendly.com/loop-email/personalized-loop-demo?month=2021-03) with us * chat directly to one of our team via Loopbot (who you’ll find under People in the sidebar) * use our [Help Centre](https://help.intheloop.io/) to access self-service guides and videos or * reach out to us via email at ### Step 7: Test everything fully for the duration of your 14-day trial To get the most from Loop we recommend that you truly immerse yourselves in it for the duration of the 14-day trial. Be sure to: * answer your customer emails from Loop * set up a shared inbox * set up a team * invite 1-2 team members to join you to see how the shared inbox and team could work for you * assign and resolve messages * test out canned responses * experiment with different rules So now go ahead, open your Loop app, and spend 10 minutes getting your workspace set up. And happy looping! # An overview of Loop Loop is a communication hub that can replace multiple apps and simplify your team's workflow. This short introduction is to help get you familiarised with Loop and to show you where you can find some of the key elements which you’ll use regularly. All of the elements you need can be accessed from the left-hand sidebar. We’ll start at the top of the sidebar and work our way down. 1. [Loop Inbox](#h_01exhn4trtg45y2jxyaw1sbat4) 2. [Favourites](#favourites) 3. [Shared Inboxes](#h_01exhp5tc9pwdcthwjpy3604cb) 4. [Teams](#h_01exhp5z0be2zjbtsawfrvagv8) 5. [People](#h_01exhp657j08jv7vcmjn32r23p) 6. [Personal Inbox](#h_01exhp6af4zkeycw6m69rtj05c) ### Loop Inbox Loop Inbox allow you to easily see everything together in one place, it is your unified inbox. It is great for people who want to work through all messages quickly and efficiently, with as much visibility as you’d like. Clicking on the title ‘Loop Inbox’ will display a list of all the different messages you’ve received. As you can see below, messages from shared inboxes, teams, private chats and emails are all easily accessible. ![](https://dl.intheloop.io/loop-help/an-overview-of-loop.md/Loop_Messages.png) You can also view messages based on the type of message by clicking on the arrow beside the Loop Inbox title. You will be able to see: * **Assigned** items whether they are tasks assigned to you or tasks you’ve assigned to others * **Starred** emails so that you can easily refer back to them * **Chats** with individuals or Teams
### Favourites Favourites will display any shared inboxes, teams or private chats messages which you’ve chosen to set as a favourite. It’s useful to favourite the channels which you use most frequently. ### Shared inbox Shared inboxes allow you to take control of your team’s workflow. You can make decisions quickly with real time chat, swiftly assign tasks and share files with each other. Remove the confusion and uncertainty, wondering whether a message has been seen, replied to or needs more information. It's great for any publicly accessible email addresses such as support@, info@, contact@ or ### Teams With Teams you can create channels for conversations with multiple people. They are great for both team based or projects specific conversations. Some example teams: * Support Team * Leadership Team * New website project * Brand refresh ### People People is where you’ll see the names of anyone you’ve had a private chat message with. You can also chat with Loopbot, our in-app support, from here. ### Inbox Your inbox can be found at the bottom of the sidebar. This is your private inbox for the email address you choose to use when setting up your account. Here you will be able to see all emails that have come directly to you. You can do all of the things you’d expect to be able to do in a standard email inbox: * Receive emails * Reply to emails * Create new emails * Organise and access traditional folders including your drafts, sent or archived emails, or tash. * Create new folders * Access your agenda (calendar) Your standard email inbox is easy for you to access directly from Loop. # Free Trial # How best to use the free trial So you have 14 days of uninterrupted, fully functional application use, but how can you make the most of your free trial? Let me take you through the key functionality we would love you to try: ### Shared Inbox: Well, it's why you're here right? Adding your shared inbox is by far, the quickest and easiest way for you to get the most value from your free trial. Once you have set up your shared inbox, you can read emails, assign emails to your colleagues, tag your emails to be better categorise what's coming in and collaborate and chat with your colleagues. All of these actions are private to Loop and won't affect any other users of that shared inbox **outside** of Loop. If you decide to reply to (or forward) emails, then this action will carry across outside of Loop. So go on then, [add your shared inbox now.](/shared-inbox/how-do-i-set-up-a-shared-inbox) ### Personal Inbox: Using Loop means you can manage your own emails, your shared emails and internal chat all in one place. Your personal inbox remains just that, *personal to you.* Your personal inbox is not shared with any of your team unless you choose to share specific emails by assigning them to someone else, or mentioning another person in the side chat of the email. So why not get all your emails under control and sync your own inbox now. ### Add a team mate or two: Let's be honest, it's no fun attending a party on your own, so why would you want to try Loop on your own? Invite a colleague to have a look with you. Why not add a team called "Loop Testing" where you can share everything you love, or don't, about Loop. Still not convinced? Not a problem, why not invite your in app support bot, Loopbot, into your shared inbox - they will be happy to have mails assigned or chat to you so can experience what it would be like with someone before committing to getting them involved. By doing any of the above actions, you will be well on your way to getting the most from your 14-day free trial. # Setting up Loop # Setting up your Google Group Account If you are planning to ask your team to handle “Google Group” emails in Loop, there are a few steps needed to transition from “Google Group (s)” to Loop shared inboxes. ## Pre-requisites: * You need a Loop account with admin access. * You need a Google account with admin access to your business workspace ## Helpful information before you get started: * You will be setting up a dedicated Gmail account that will be used to synchronise emails arriving to your “Google Groups” with your Loop Shared inbox(s). * If you have more than one “Google Group” you can use one account to receive all the updates or establish an account for every Google group. We suggest using one account. * By default, Loop will only have access to emails coming in from the moment you subscribe the new account with the “Google Group(s)”. No historical emails will be imported to Loop as Google does not provide a “Google Group” API to access or import those emails. * All historic “Google Group” emails will continue to reside in individual inbox’s. ## Steps to getting started: ### [In Google email](#in-google-email) Create a new google account () In the new account configure the alias’s you have been using with your “Google Group” email ### [In “Google Groups”](#in-google-groups) Add the new account as a member in the selected “Google Group (s)” Remove/unsubscribe your existing users from the “Google Group (s)” ### [In Loop Email](#in-loop-email) Add your new account to your workspace Create a shared inbox for each “Google Group” #### **In Google Admin/Gmail** **Create a new Google account.** This will be the primary account that will be used to house all emails sent to your group email account. It will act as the account that will be used to import the emails to Loop. We propose you use a name such as [loop@yourcompany.com.](mailto:loop@yourcompany.com) In your browser go to google, click on google apps and select admin. ![](https://dl.intheloop.io/loop-help/setting-up-your-google-group-account.md/blobid1.png) Select add a user –> add user ![](https://dl.intheloop.io/loop-help/setting-up-your-google-group-account.md/blobid0.png) Enter your user information. We propose using a simple name... ![](https://dl.intheloop.io/loop-help/setting-up-your-google-group-account.md/blobid2.png) **In your new account configure the alias you have been using** This step is required so that emails can be sent out using the respective email accounts using your company email infrastructure. Users participating in a Loop Shared Inbox will be able to reply using the alias associated with that Google group. For every group you wish to associate with Loop using this account – create an alias using the standard alias feature in Gmail. This step is needed so that emails can be sent out using the respective email accounts using your company email infrastructure. Switch to the new user you have just created ![](https://dl.intheloop.io/loop-help/setting-up-your-google-group-account.md/blobid3.png) Once logged in select apps -> gmail ![](https://dl.intheloop.io/loop-help/setting-up-your-google-group-account.md/blobid4.png) In gmail click on settings -> See all settings ![](https://dl.intheloop.io/loop-help/setting-up-your-google-group-account.md/blobid5.png) Select Account -> Send email as ![](https://dl.intheloop.io/loop-help/setting-up-your-google-group-account.md/blobid6.png) Enter the email of your group and ensure the option treat as an alias is enabled. ![](https://dl.intheloop.io/loop-help/setting-up-your-google-group-account.md/blobid7.png) #### **In “Google Groups”** **Add the new account as a member in the selected “Google Group (s)”**\ **To ensure your new account receives all the updates arriving in your email group (s) please add the new account to the group. To do this you need be logged in as a user with “Google Group” admin rights.** Open "Google Groups" ![](https://dl.intheloop.io/loop-help/setting-up-your-google-group-account.md/blobid8.png) Select people -> members ![](https://dl.intheloop.io/loop-help/setting-up-your-google-group-account.md/blobid9.png) Add the account you created above as a member of the group and ensure subscription is set to “each email” ![](https://dl.intheloop.io/loop-help/setting-up-your-google-group-account.md/blobid10.png) If you have more Google groups repeat the above steps for every Google group you are moving to Loop. **Unsubscribe users transitioning to Loop from your “Google Group (s)”.** This step is needed to ensure the emails consumed via the shared inbox in Loop are not also sent to your team members personal inboxes. Go to your “Google Group” app and remove the user(s) from the “Google Groups”. You can also remove them as group members. **Check things are working** Send a few emails to the google group email address and check to see that they arrive in your new account. We also suggest that you check the email has not arrived in the personal inbox’s of google group members/users that are transitioning to Loop. It is important to ensure users are not getting duplicated copies of incoming emails. #### **In Loop Email** **Add your new account to your Loop workspace** This step is needed to add your new account to your workspace. Go to members and add the new account to your workspace. ![](https://dl.intheloop.io/loop-help/setting-up-your-google-group-account.md/blobid11.png) Signup using the new account ![](https://dl.intheloop.io/loop-help/setting-up-your-google-group-account.md/blobid12.png) ![](https://dl.intheloop.io/loop-help/setting-up-your-google-group-account.md/blobid13.png) **Enable syncing of your new account**\\ This step is needed to ensure Loop has access to all the emails arriving to the new account. Close the onboarding steps and locate your email in the sidebar ![](https://dl.intheloop.io/loop-help/setting-up-your-google-group-account.md/blobid14.png)
**Create a shared inbox for your “Google Group”.** This step is needed to ensure Loop is moving emails from the account to the correct Loop shared inbox. Click “Add a shared inbox (Alt + I)” ![](https://dl.intheloop.io/loop-help/setting-up-your-google-group-account.md/blobid16.png) Select Sign in with Google Alias ![](https://dl.intheloop.io/loop-help/setting-up-your-google-group-account.md/blobid17.png) Once started, select the alias connecting your Google group. If it does not exist add it manually. Complete the setup by selecting the team that will be working on these emails. **Check to see all is working.** To ensure everything is working send an email to the email in question. It should appear in your new shared inbox. Make sure you can reply to the email from the shared inbox using the shared inbox alias. Once confirmed start mentioning and assigning people. # Installing Loop To get started with Loop you will need to download the app via the [Loop website.](https://www.intheloop.io/) ### 1. Download On the homepage, you will see a field where you can try Loop for free. ![](https://dl.intheloop.io/loop-help/installing-loop.md/Screenshot_2021-12-10_at_10.52.36.png) You will be asked which application you would like to download e.g. Mac, Windows, iOS or Android. Click on the button and the download will begin. ![](https://dl.intheloop.io/loop-help/installing-loop.md/Screenshot_2021-12-10_at_10.56.48.png) While you wait, why not register for a 30 min demo to really showcase what Loop can do for you? ![](https://dl.intheloop.io/loop-help/installing-loop.md/Screenshot_2021-12-10_at_11.07.36.png) ### 2. Install the app You will be redirected to a screen which will walk you through the final installation steps. 1. Check your downloads folder and open the .dmg/.exe/.msi file 2. The installation will begin and you'll be guided through each step. ### 3. Create your Loop account Enter your email address and press sign up ![](https://dl.intheloop.io/loop-help/installing-loop.md/Screenshot_2021-12-10_at_11.13.40.png) You will then be asked to create a password for your Loop account. As a Gmail user, you will be prompted to use single sign on. Follow the steps to log in to your account. # How do I login with an IMAP account? You can login with your IMAP account as you would with any other account on the app. **First you will need to enter your email address at the login screen** after which you will required to enter your password, server name and port numbers (Shown Below). Once you're happy with all the information, you can click "Continue" to continue into the app. ![](https://dl.intheloop.io/loop-help/how-do-i-login-with-an-imap-account.md/Screenshot_2021-12-10_at_10.38.52.png) **What if you have a separate outgoing server?** We can support most servers but we may need to whitelist the accounts before you can set it up successfully. Press advanced settings under OUTGOING SERVER and input your further details here ![](https://dl.intheloop.io/loop-help/how-do-i-login-with-an-imap-account.md/Screenshot_2021-12-10_at_10.38.59.png) **What if you don't have the extra IMAP login details** If you're unaware of your IMAP login details but are using the same email address on your Mac, iOS, Android or Windows device than please use one of the guides below to pull the information you require to login to Loop Email. * **Mac:** * **iOS:** * **Android:** * **Windows:** If you're unable to obtain your IMAP login details from other email apps than please contact your **IT Administrator** if you're trying to login with a work based email address. **Still cannot login** If you're still unable to login then please visit our [Why Can't I Login?](/frequently-asked-questions/why-cant-i-login) page on the help centre. If this does not solve your issue then please contact support on . # Deploy Loop Email via Microsoft Installer (MSI) Loop emails provides Microsoft Installer (MSI) package for IT Administrators who want to install Loop Email for Windows for multiple users or machines at the same time. The package natively supports all [msiexec](https://docs.microsoft.com/en-us/windows/win32/msi/command-line-options) commands and is recommended for customers who need to deploy Loop to hundreds or thousands of machines at the same time. If you're installing Loop Email on your own machine and not for your entire company, [download the desktop app here](https://signup.intheloop.io/download?from=marketing). ## MSI for per-user deployment The MSI for per-user deployment adds Loop Email installer machine-wide and will add Loop only if it was never installed for the user currently logged into the machine. **Who it's for:** This method is best for companies where employees work from their own machine or device and update Loop Email automatically **What to consider:** * Loop Email will be installed to %LOCALAPPDATA%. While the Loop Installer is installed machine-wide, Loop Email is not. * Every member maintains their own version of Loop Email. * Automatic updates are downloaded and installed for each member. * No need for maintenance — Loop Email will keep itself up-to-date and secure. * Loop Email won't open on startup unless you [configure it to do so](https://slack.com/help/articles/212475728-Deploy-Slack-via-Microsoft-Installer#manage-installations). * Uninstalling the MSI installer won't remove the Loop Email app from user accounts. * Loop Email will be installed upon **user login**. **Use the installer:** 1. Install the Microsoft Installer package: [Download Loop Email MSI installer for per-user deployment](https://dl.intheloop.io/Loop-Email-Setup.msi) 2. Sign out of your Windows user account 3. Sign back into your Windows user account 4. The Loop Email app icon will appear on the Desktop and Start Menu. # Loop Inbox # An introduction to Loop Inbox **Feature Overview** Loop Inbox has been designed to give you a unique triage experience. You can build your inbox based on what is important to you with smart, customisable rules and workflows. ### **Smart rules** **Subscribe** You will only ever see items that you are subscribed to in your Loop inbox, which makes it a truly personal experience. We will automatically subscribe you to anything you **need to know** about - for example when you are mentioned or assigned. When you’ve started conversations, are invited to or have engaged with. You can also control what reaches your inbox by manually **subscribing** to threads or inboxes to be kept in the loop on other conversations without causing inbox overwhelm. To find out more about channel subscriptions [**here**](/loop-inbox/channel-subscriptions)**.** ![](https://dl.intheloop.io/loop-help/an-introduction-to-loop-inbox.md/Subscribing.gif) **Mute** Once subscribed, you can apply our **mute technology in Loop Inbox** to control what conversations require your full attention. Once muted, emails are moved to your new Muted folder and you’ll only be notified when you’re assigned or mentioned in the thread. Simple. ![](https://dl.intheloop.io/loop-help/an-introduction-to-loop-inbox.md/Mute.gif) # Channel Subscriptions **Feature Overview** Loop offers a truly unique experience, giving you the ultimate flexibility to build your own personal inbox view with channel subscriptions. **How does it work?** We understand that everyone is different - which is why we’ve applied flexibility to our channel subscriptions so you can really control what enters your Loop Inbox. We offer a truly unique level of customisation. Subscribe to both chat and email … just chat ... or just email on any shared channel. Anything you are subscribed to will appear in your Loop inbox. Typically this means - you think it’s a pretty important channel! And you don’t need to worry, if you haven’t subscribed to the channel, you will be subscribed automatically if you are mentioned or assigned. ![](https://dl.intheloop.io/loop-help/channel-subscriptions.md/pasted_image_0.gif) And if subscribing to a whole channel is a bit overwhelming - you can just subscribe to specific threads that are important to you. ![](https://dl.intheloop.io/loop-help/channel-subscriptions.md/pasted_image_0__1_.gif) # Loop Snooze **Feature Overview** **Loop Snooze** allows you to “snooze” emails which you can’t action straight away. This removes the email from your inbox and brings it back when you’re ready to deal with it. ![Snooze.gif](https://dl.intheloop.io/loop-help/loop-snooze.md/Snooze.gif) **How to Snooze** Select the email you wish to snooze, click the Snooze icon which is found amongst your triage actions, and specify your preferred snooze time. ![](https://dl.intheloop.io/loop-help/loop-snooze.md/snooze1.png) Your email will be removed from your inbox and moved into the Snoozed folder. You can access these emails at any time if you need them before your snoozed date. ![](https://dl.intheloop.io/loop-help/loop-snooze.md/snooze2.png) On your snoozed date and time, your snoozed emails will re-appear on the top of your inbox. Give Loop **Snooze** a try and let us know what you think. # Shared Inbox # How do I set up a Shared Inbox? Setting up a Shared Inbox on Loop is simple and straightforward. There are multiple options and we have covered the main ways to do this below. * [Gmail account](#h_01fpsw5hzvbsh9ycvgyt20akya) * [Outlook account](#h_01fpsw69nexg1ceyjjw0pr5pxc) * [Imap account ](#imap-accounts) * [Gmail Alias account](#h_01fpsw7k818zskw4h4hx2fhdqx) #### Gmail Accounts: {% embed url="" %} #### Outlook Accounts: {% embed url="" %} #### IMAP Accounts: Please see the following help guide for [IMAP accounts.](/setting-up-loop/how-do-i-login-with-an-imap-account) #### Gmail Alias Accounts: You need to ensure you have set up the alias account in Gmail before beginning. Please ensure you have marked your alias account to work as an alias (see below) ![](https://dl.intheloop.io/loop-help/how-do-i-set-up-a-shared-inbox.md/image__3_.png) Once this is ready, navigate to the left hand side of your dashboard and next to "shared inboxes" click + to add a new shared inbox. Click "sign in with Gmail Alias" ![](https://dl.intheloop.io/loop-help/how-do-i-set-up-a-shared-inbox.md/Screenshot_2021-12-13_at_12.19.59.png) Select the alias you would like to use or, if not found, you can add manually. ![](https://dl.intheloop.io/loop-help/how-do-i-set-up-a-shared-inbox.md/Screenshot_2021-12-13_at_12.20.40.png) From here, you can add your team mates as you have done before. If you're unable to set up a Shared Inbox or would like more information about how to use a Shared Inbox, then please contact support on . # Add admins and team members to a shared inbox A shared inbox truly shines when your team also have access to use it. Before going ahead, please note that **only an admin is able to add members to a shared inbox.** When you first add a shared inbox you will be given the option to add team members as part of the setup process. If you decide not to add anyone during the setup then you can add them via the Settings at a later date. You can access your shared inbox settings in two ways: 1. Quick settings ![](https://dl.intheloop.io/loop-help/add-admins-and-team-members-to-a-shared-inbox.md/Screenshot_2021-12-10_at_10.30.44.png) 2\. Advanced Settings ![](https://dl.intheloop.io/loop-help/add-admins-and-team-members-to-a-shared-inbox.md/Screenshot_2021-12-10_at_10.08.42.png) Going through either of these routes will open up the Shared Inbox Settings page which you see below. ### Adding new admins When you first open the Settings you'll land on the 'General' tab. To manage admins and members click on the heading **'Members'** which will take you to the 'Admin' section first. ![](https://dl.intheloop.io/loop-help/add-admins-and-team-members-to-a-shared-inbox.md/Screenshot_2021-12-10_at_10.09.20.png) To add new admins: 1. Click on the '**Add**' button to the right. This will open up a pop-up window with a list of contacts. 2. Select who you want to add as an admin. 3. If you cannot find who you want try searching for them via the search bar. 4. Close the pop-up window. ### Adding new members ![](https://dl.intheloop.io/loop-help/add-admins-and-team-members-to-a-shared-inbox.md/2._Members_-_Shared_inbox_settings_.png) To add new members: 1. Click on the '**Users'** heading. 2. Click on the '**Add**' button to the right. This will open up a pop-up window with a list of contacts. 3. Select who you want to add as a member. 4. If you cannot find who you want try searching for them via the search bar. 5. Close the pop-up window. ### Editing a user's shared inbox access Once you have admins and users added to your shared inbox you can edit their access. **Admins** If someone else is an admin you can change their status to be a regular user or remove them from the shared inbox completely. To do this, click on the three dots beside their name Choose to either: * Remove them as an admin * Remove them from the team ![](https://dl.intheloop.io/loop-help/add-admins-and-team-members-to-a-shared-inbox.md/3.Members_-Shared_inbox_settings.png) **Users** If someone is a regular user you can change their status to make them an admin or remove them from the shared inbox completely. To do this, click on the three dots beside their name Choose to either: * Set them as an admin * Remove them from the team ![](https://dl.intheloop.io/loop-help/add-admins-and-team-members-to-a-shared-inbox.md/4._Members_-_Shared_Inbox_settings.png) # Shared Inbox Settings You can change the settings for each individual shared inbox that you have set up. If you are an **admin** you will be able to see a full set of settings. If you are not an admin you will not be able to make any changes, you only have access to view the ‘General’ and ‘Members’ sections. The only action you are able to take is leaving a shared inbox. To access shared inbox settings go to ***Settings > Shared Inboxes.*** 1. [General](#h_01ewnjg1k1h7amem2cyj0fs4k5) 2. [Account](#h_01ewnjg87h7thh410w5gmz300t) 3. [Members](#h_01ewnjgcgmtnea479pp74j27dk) 4. [Rules](#h_01ewnjgzq9c6fb3xv6dxmst1as) 5. [SLA - Service Level Agreement](#h_01ewnjh3xtr82bd54ey1p054w6) 6. [Reporting](#h_01ewnjh85jnshmgrhva3cafv7r) 7. [Video guide to Shared Inbox Settings](#h_01exezpmkj8erzwpnn0gz0ck3p) ![](https://dl.intheloop.io/loop-help/shared-inbox-settings.md/Screenshot_2021-12-13_at_15.49.35.png) ### General * **Image** - Upload/edit an avatar or image to display alongside the shared inbox name * **Shared Inbox name** - Edit the shared inbox name * **Description -** Edit the description * **Actions** * Leave the shared inbox * Delete the shared inbox (Only available to admins of the shared inbox) ### Account * **Email** - this is the email for the shared inbox. It cannot be edited. * **Display name** - Edit the display name - this is the name that appears when you send an email from the shared inbox * **Syncing** * **Status** - If your account has been disconnected, e.g you’ve had to reset your password, you can come here and re-sync the account. If you click on this button you will be redirected to the authentication process. * **History** - Select a date that you want to import your history of emails from. You can also choose where you want the imported emails to be stored - *No action (Inbox), Mark as resolved, Move to archive or Move to delete.* * **Policy** - Choose for emails to be kept in the inbox, deleted or archived. All emails will be received and will be visible to team members accessing the shared inbox. This setting will only affect the inbox within the source account attached to the shared inbox. ### Members **Search -** Use the search bar to find a member of the shared inbox **Admins -** A list of who has admin access to the shared inbox. To remove someone as an admin or from the shared inbox, click on the 3 dots to the right hand side of their name and select the action you want to take. **Users -** A list of people who are members of the shared inbox. You can promote someone to ‘admin’ or remove them from the shared inbox by clicking on the three dots to the right hand side of their name. **Add -** You can add people as admins or as regular members. Before you add someone, make sure that you have selected ‘Admin’ or ‘Members’ to ensure you add people with the desired status. Once you’ve selected ‘Admin’ or ‘Members’ click on the ‘Add’ button. You will see a pop up window. The system will suggest other people with the same domain as you, as well as contacts that have interacted with the email address belonging to your shared inbox. You can also add people not on the list by typing in their email address at the top beside the magnifying glass icon. ### Rules [Rules](/workflow-automation/an-introduction-to-rules) are a great way to help organise your shared inbox and automate your team's workflows. You can automate what happens with new incoming messages, how they are assigned to your team, which emails skip the shared inbox altogether or make sure that your VIP customers get priority service. To **add a new rule** click on the ‘Add rule’ button. You will then be able to choose the logic you want this specific rule to have. To **enable/disable a rule** click on the switch to the right of the rule. When the switch appears blue the rule is enabled, when it’s grey the rule is disabled. To **edit/delete a rule** click on the three dots to the right. ### SLA - Service Level Agreement This is where you can adjust the settings which are in place to give your and your team a nudge when something has not been responded to or resolved. You have 2 options to set: * Send a nudge when a user fails to **respond** to an assigned task within in ‘X’ hours/days * Send a nudge when a user fails to **resolve** an assigned task within ‘X’ hours/days To **enable/disable** the nudge click on the switch to the right. When the switch appears blue the SLA is enabled, when it’s grey the SLA is disabled. To **edit** the SLA click on the three dots to the right. ### Reporting You can enable reporting so that each day, specific users will receive an email detailing the activity that has occurred within your shared inbox. **Enable/disable** - When the switch appears blue reporting is enabled, when it’s grey reporting is disabled. **Send reports to** - You can choose to send reports to the whole team, only to the admins or to a specific list of recipients. **Custom list** - If you choose to send reports to a custom list then their names will appear. Click on the ‘Add’ button to choose who you want to send the report to. If you need to remove a recipient from a custom list simply click on the three dots to the right of their name. ### Video guide This video explores the Settings for both Shared Inboxes and Teams. {% embed url="" %} # What actions can I perform with a Shared Inbox? Actions help you organise your emails in the Shared Inbox. We have made **Tagging & Labelling** emails as easy as possible. With a couple of clicks you can assign a team member to a particular email or see all assigned emails right away from within your inbox. {% embed url="" %} **Here are the actions you can perform in the Shared Inbox** * Assign yourself * Assign teammate (s) * Unassign teammats (s) * Resolve an email * Reopen an email * Share the email with coworker (s) The following commands help you assign your desired action * Assign emails to yourself by typing **/assign** (/a for short) * Assign emails to a teammate by typing **/assign @Teammate** (/a @Teammate for short) * Resolve emails by typing **/resolve** (/r for short) * Reopen emails by typing **/reopen** (/ro for short) * Unassign emails by typing **/unassign** (/ua for short) **Visual representation of the actions you can perform** ![](https://dl.intheloop.io/loop-help/what-actions-can-i-perform-with-a-shared-inbox.md/Shared_inbox_states_Copy_2.png) **Can I filter my Shared Inbox by actions or people?** Yes, you can filter your Shared Inbox by a particular action i.e. only see resolved emails or only see unresolved emails. You can also filter by a people to see who an email is assigned to or not. **How to filter your Shared Inbox** * You will first need to tap the filter button (shown in the image below) * Once you have tapped the filter button you can select a person from list and see which emails are assigned to them * Under status, you can also filter emails between Unassigned, In Progress or Resolved ![](https://dl.intheloop.io/loop-help/what-actions-can-i-perform-with-a-shared-inbox.md/Screenshot_2021-12-10_at_10.45.03.png) **Please note:** You can only assign emails to people who are part of the Shared Inbox team you have have created. If you're would like more information around how to use Shared Inbox actions, then please contact support on .\\ # Unified shared inbox **Feature Overview** We want to support you to do your **best** work, **where** you work. We know for a lot of our customers that means working in what we like to call ‘shared inbox mode’. To deliver the ultimate support for seamless triaging, we are introducing a new unified shared inbox view. Fast, efficient and flexible triage for all your critical business communication channels. You no longer have to hop through each shared inbox channel to check statuses or assign tickets. 💪 ![](https://dl.intheloop.io/loop-help/unified-shared-inbox.md/Unified_Shared_Inbox.gif) # How do I assign an email? Assigning an email is a great way to help you organise messages. It enables you to provide clarity and ownership around a specific email or task. You can assign emails from your own inbox as well as from within a Shared Inbox or Team. ### How do I assign an email? 1. When you’re in an email that you want to assign you’ll see a grey ‘assign’ button to the top right of the email. 2. Click on this and you'll see a drop-down list of your colleagues. 3. Select the person you want to assign the email to. Why not test it out by assigning an email to yourself? \ **Learn how to Assign an email** {% embed url="" %} # Resolving emails in a shared inbox Resolving emails is really important as it shows the rest of your team that the email you've been working on has been completed. In a few quick steps, you can resolve emails that have been assigned to you. Before you start, make sure that you have an email open in a shared inbox and that it has been assigned to you. 1. At the top of the email, you'll see a button that has your avatar or initial and says 'Me'. Click on it. 2. A dropdown list of names and actions will appear. To mark the email as resolved click on either 'Resolved' under the section titled 'Mark as', or click on the large green 'Mark as resolved' button. 3. Once you've resolved the email the button you originally clicked on will change from 'Me' to 'Resolved. This will be visible to all members of the shared inbox. 4. If at any point you need to pick up the email conversation again you can click on the 'Resolved' button and assign the email to yourself or a team member. If there are emails in your shared inbox which for any reason are not assigned to a particular person, you can still make them as resolved by clicking on the same button and selecting 'Mark as resolved'. ![](https://dl.intheloop.io/loop-help/resolving-emails-in-a-shared-inbox.md/Resolve_an_email.gif) # Chat about an email with a colleague Test out internal chat messages beside an email to gather more information A key benefit to using a shared inbox in Loop is being able to chat to other members of your team about an email without getting caught up in confusing threads of many forwarded emails or having to take the conversation into another system. With Loop, you can easily keep internal and external conversations separated from each other whilst staying in one place. Take a look at how to have an internal chat with a colleague about an external email: 1. Open an email that's in a shared inbox 2. At the bottom of Loop, you will see a message field. This is where you can type an internal message to your team. 3. To direct a message to someone specific you can mention them by typing @ and selecting your team member from the list. ![](https://dl.intheloop.io/loop-help/chat-about-an-email-with-a-colleague.md/Chat_about_an_email.gif) # Shared Inbox use cases **Sales Team Use-case** * Sales agents should use the **Unassigned** filter as their default view to see new customers queries coming through * Sales agents can assign themselves to an email by using **/assign** to signal and notify others in the team that they have taken over this particular customer email * Once the customer query is dealt with the sales agent can notify the rest of the team by using **/resolve** - This will show others that the email is resolved * The sales manager will be able to oversee all the emails and actions and can label items as Unassigned, In Progress, Resolved and personal filters throughout the day **Support Team Use-case** * Head of support uses the **Unassigned** filter to triage and delegate work to their team using **/assign @team-member** action * Support agents will then use their personal filter to see the tasks assigned to them * Once a customer issue is resolved the support agent can resolve the email by using **/resolve** - This will show others that the email is resolved * the head of support will be able to oversee all the emails and actions and can label items as Unassigned, In Progress, Resolved and personal filters throughout the day # Tags for your Shared Inbox In Loop, Shared Tags are one of the most effective methods of organising your team's shared inbox. At the moment, a tag can be added to any email in your shared inbox, but we will be rolling this feature out across the whole app. ### **What are Tags** Any label that supports a categorisation system for your business, they are entirely bespoke to your business. Some tags that our customers have been loving are: Urgent, Important, Billing Account, VIP. ![](https://dl.intheloop.io/loop-help/tags-for-your-shared-inbox.md/Default_Tags.png)\ \\ ### **How to Create Tags** Creating Tags is simple, you can do so from your workspace settings, selecting the Tags tab. Name and colour code your Tags for instant recognition. Customise access if there are Tags that are better suited for some, not all shared inboxes. Only Workspace Admins / Owners can add tags. If you don’t have access, and you think there is a tag missing that could benefit your team, don’t forget to speak to your Workspace Owner / Admin! ### **How to Use Tags** You can tag an email by clicking the tag icon. You can type the tag name you want to add in the search bar, or scroll through all tags. You can add as many tags as you want, though Loop will collapse the tags when there are lots of tags on an email. ![](https://dl.intheloop.io/loop-help/tags-for-your-shared-inbox.md/Add_a_Tag.png) ### **How to Use Tags for Filtering** You can use your tags to quickly and efficiently filter your shared inbox. To make it super simple to show the smart ways you can add and remove filters, we’ve created a quick 60 second video. Check it out to see filters in action. {% embed url="" %} # Assigning emails in a Shared Inbox Assigning emails is a great way to provide your team with a clear view of who is working on each email. In a few quick steps, you can manually assign emails to your colleagues. Before you start, make sure that you have an email open in your shared inbox. 1. At the top of the email, you'll see a grey 'Assign' button. Click on it. 2. A dropdown list of names will appear. Choose the person you want to assign the email to. 3. Once you've selected a name it will appear above the email. This will be visible to all members of the shared inbox. 4. The person who has been assigned an email will also receive a notification to let them know they've been assigned. ![](https://dl.intheloop.io/loop-help/assigning-emails-in-a-shared-inbox.md/Assign_an_email.gif) # Teams # What are teams? Teams are internal groups of Loop users based on departments, functions or projects. You can also use teams to replace traditional email groups. Teams allow you to chat, email and share files with set groups of people to without the need of CCing users into every conversation. # Delete a chat message Have you ever accidentally sent a message to the wrong person or team or sent something and then changed your mind? We give you the flexibility to delete messages that you no longer want to share. * Hover your mouse to the left of the message you have sent and you'll see three dots appear. * Click on the three dots. * Select 'Delete message'. * A pop-up window will appear asking you to confirm that you want to delete the message. Click on confirm to delete the message, or cancel to keep the message. All members of the channel will be able to see when something has been deleted as it will show *('You/Name of the person' deleted this message)* in place of where the message had been. ![](https://dl.intheloop.io/loop-help/delete-a-chat-message.md/delete_a_chat_message.gif) * \\ # Edit a chat message Do you ever press send too soon when you're chatting with someone? Ever read back over a chat and noticed a spelling mistake or a key part of information missing? There's no longer the need to re-send your whole message or send multiple follow up messages. In Loop, you can easily edit a chat message that you have sent to an individual or team. * Hover your mouse to the left of the message you have sent and you'll see three dots appear. * Click on the three dots. * Select 'Edit message'. All members of the channel will be able to see when something has been edited as it will show *(Edited)* at the end of the message. ![](https://dl.intheloop.io/loop-help/edit-a-chat-message.md/edit_a_message.gif) # Reply to a specific chat message When the conversation is flowing or you have multiple people chatting within the same channel it can be difficult to know who is responding to which particular message or question. To make things simpler and clearer you can reply to an individual message. There's no longer any confusion about which message or question you were responding to. * Hover your mouse beside your teammates chat message and you'll see an arrow icon. * Click on the arrow. * Start typing in your response to the message bar. * When you press send you'll see that the message you're replying to has been pulled together with your reply so that it's clear to everyone in the channel what each message is related to. You can also reply to your own message by clicking on the arrow beside the message you have sent. This can be useful if you want to make an additional comment and want to ensure that it's clear to your teammate(s) that the messages are connected. ![](https://dl.intheloop.io/loop-help/reply-to-a-specific-chat-message.md/Reply_to_a_message.gif) # React to a message with an emoji Sometimes you don't have the right words to say, or there's only so many ways you can say 'OK' of 'I've got it'. React to a chat message instead by using an emoji. * Hover your mouse beside your teammates chat message and you'll see a smiley face icon. * Click on the smiley face. * Select the emoji of your choice from the pop-up window. If you find yourself searching for the same emoji each time you can easily access it by clicking on the clock icon in the emoji pop up window, and view your most used emojis all in one place. ![](https://dl.intheloop.io/loop-help/react-to-a-message-with-an-emoji.md/react_to_a_chat_message.gif) # Personal Chat (People) # Sending direct messages to a team member One of the many benefits to Loop is being able to chat with your team members from within the app, there is no need for you to purchase additional pieces of software for you to chat. Direct chat channels can easily be accessed via the Sidebar under the 'People' section. When you first use Loop the only person in this section will be Loopbot. This is our in-app support. You can chat with one of our team and ask questions whenever you need some help. To send a direct message to a team member you will need to add them to your 'People' list. 1. Click on the + symbol beside People 2. You will see a pop-up window with a list of suggested names and email addresses. This list will be generated based on the people you have either already had an interaction within Loop, or who you have emailed recently. You can choose someone from this list or search for someone using the 'Find or start a conversation' field at the top. **\*** 3. Select the person you want to chat with an click the blue 'Go' button. 4. You will land in a chat channel with the person you chose. To start the chat type a message in the text bar or use one of the suggested opening messages. 5. Once you start a chat with someone new they will appear under the People heading in the sidebar ![](https://dl.intheloop.io/loop-help/sending-direct-messages-to-a-team-member.md/Chat_to_a_team_member.gif) **\*** If the person you want to add does not show up within the pop-up list, or when you search, it is unlikely that they have Loop. If you type in the email address for someone who is not on Loop you'll be taken to a chat channel where you'll see a link to invite them. Send them the email so that they can get started with Loop. # Personal Inbox # Connecting your personal mailbox Loop enables you to manage your internal, external and personal communications all on a single platform, allowing you to keep focus and work more efficiently. When you first join Loop, you set up your account using your personal work email. Connecting that account to Loop allows you to sync your emails into your dashboard. To sync your personal account, navigate to your side panel and press the plus next to your email address. This will prompt you to connect your email address. Once synced, your emails will appear in your inbox PLUS Loop Inbox - allowing you to work from a single point. {% embed url="" %} # How do I share an email using Loops? **Desktop - How to create a Loop** 1. Select an email you would like to share 2. Tap the **Share with @someone** tab at the bottom of the email 3. Select someone from the pop-up or type the name of who you would like to share the email with 4. You can share the email with a person, a shared inbox or a team 5. You can also type your message in the same tab 6. Once you done you can hit the send arrow ![](https://dl.intheloop.io/loop-help/how-do-i-share-an-email-using-loops.md/How_to_Loop_someone.png) **Mobile - How to create a Loop** 1. Select an email you would like to share * You can share with as many people as you like or you can share with a Team you have create on Loop Email 2. Tap the "Loop In" button in the bottom right corner of the screen 3. You will notice a pop-up appear 4. In the pop-up you can select the people or Team you would like to share the email with 5. At the bottom of the pop-up you can start to type your message 6. Hit send when you're done ![](https://dl.intheloop.io/loop-help/how-do-i-share-an-email-using-loops.md/iOS_LoopIn_Render_V2.gif) If you would like to hear about Loops or would like to give us feedback, then you can email us on # Workflow Automation # An introduction to Rules ### What are Rules? Rules are automations that you can put in place to help streamline your team's workflows so that you can spend more time on your customers and less on managing an inbox. For each shared inbox, you can have a different set of rules set up. The rules work using an 'IF-THEN' logic. There are a number of criteria for you to choose from to ensure that each rule performs exactly as you need. **NOTE: Rules are only available on our Pro Plan upwards. If you'd like to talk to us about upgrading your plan please get in touch at ** ### Where can I find Rules? Only an admin can access, create or edit rules. They can be found in the shared inbox settings. (Settings > Shared Inbox & Team Settings) ### Example Rules In Loop, we have set up three example rules for you. Feel free to use these as they are, edit them or remove them completely. The three rules are: * **Remove unwanted email:** For inbound emails, if the sender's email starts with 'noreply', 'no\_reply' or 'no-reply' then the email is deleted. * **Assign new emails to team lead:** For inbound emails which are part of a new email thread, assign them to a particular person. (You would need to choose the person) * **Archive email after sending new email or replying:** For outbound emails, send them to the archive folder. [Take a look at some other examples of rules that you could set up.](/workflow-automation/examples-of-popular-rules) # Assign emails using Round Robin Manually assigning emails can be a thing of the past using a round robin to automatically assign emails to your team. No more cherry picking emails. No more emails being avoided. No more emails being missed. ![](https://dl.intheloop.io/loop-help/assign-emails-using-round-robin.md/ezgif.com-gif-maker__3_.gif) **A simple round robin:** The rules allow you to add sophisticated criteria in order to decide how emails are assigned but why not start with the basics. Head over to your rules (settings -> Shared Inboxes -> Click the inbox you need -> Rules) and add a new rule. **WHEN:** Inbound email (new thread only) **IF:** Subject - Contains - Order **THEN:** Assign using round robin - team mates ![](https://dl.intheloop.io/loop-help/assign-emails-using-round-robin.md/Screenshot_2021-12-09_at_14.10.39.png) # Auto archiving of emails A simple yet effective way to keep your inbox free from noise is to archive emails that are no longer being actively worked on. We have seen customers use auto archive in a couple of successful ways: 1. **Archive after resolving -** *When an email has been marked as resolved, the email automatically gets archived and removed from the inbox.* 2. **Archive after sending -** *When an email response has been sent, the email thread is resolved and archived.* **Archiving after resolving:** This is ideal for email threads which are conversational in nature. An agent working on a dialogue with a customer for a period of time. Once the agent is satisfied the case can be closed, they manually mark the email as resolved. Once this is done, a rule is triggered which archives the email from the shared inbox. ![](https://dl.intheloop.io/loop-help/auto-archiving-of-emails.md/ezgif.com-gif-maker__4_.gif) **Archiving after sending:** This is ideal for email threads which are short and generally one sided in nature. Once the agent has responded to the email, a rule is triggered which resolves and/or archives the email from the shared inbox. ![](https://dl.intheloop.io/loop-help/auto-archiving-of-emails.md/ezgif.com-gif-maker__5_.gif) **Creating your automation rule:** Head over to your rules (settings -> Shared Inboxes -> Click the inbox you need -> Rules) and add a new rule. **Archiving after resolving:** **WHEN:** Tag Update **IF:** Tag - Resolve **THEN:** Force archive ![](https://dl.intheloop.io/loop-help/auto-archiving-of-emails.md/Screenshot_2021-12-09_at_13.53.38.png) **Archiving after sending:** **WHEN:** Outbound (reply thread only) **IF:** True **THEN:** Archive ![](https://dl.intheloop.io/loop-help/auto-archiving-of-emails.md/Screenshot_2021-12-09_at_13.54.22.png) # Examples of popular rules There are many rules that you could set up to help automate your workflows. Here are our top 4 rules: 1. Workload Management 2. VIP Customers 3. Set up shifts ### 1. Workload Management To ensure that no one in your team has too much work or their plate, or conversely not enough, you can set up a rule to assign incoming emails based on the team's workload. Loop will look at the number of assigned and unresolved emails and allocate new messages accordingly. ![](https://dl.intheloop.io/loop-help/examples-of-popular-rules.md/Screenshot_2021-03-01_at_12.34.09.png) In this example, incoming emails will be assigned to Emily, then Rachel, then Harry based on their workload. If Emily has 5 unresolved emails but Rachel and Harry only have 2, the next new emails that come into the shared inbox will be assigned to Rachel first, and then Harry until their workloads balance out. ### 2. Handling VIP customers There may be specific customers who you only want to be managed by the team leader or senior member(s) of your team. You can set up a rule so that emails from a specific domain, or email address, are assigned to the team leader or chosen individual. ![](https://dl.intheloop.io/loop-help/examples-of-popular-rules.md/Screenshot_2021-03-01_at_12.43.30.png) In this example, incoming emails from anyone with the domain @intheloop.io will be assigned to James, the Manager. A variation of this could be to specify that only certain contacts at the VIP customer are assigned to James: ![](https://dl.intheloop.io/loop-help/examples-of-popular-rules.md/Screenshot_2021-03-01_at_12.52.18.png) ### 3. Set up shifts You may have different team members working different hours or within different time zones. To ensure that emails are not assigned to someone who is not working you can set up rules based on the day and/or time. ![](https://dl.intheloop.io/loop-help/examples-of-popular-rules.md/Screenshot_2021-03-01_at_14.46.35.png) # Rule criteria broken down Understanding each rule section will help you design and implement better rule functionality. So let's understand each section: [When](#h_01fwdzh28nnd59jtkrb4spfg65) [IF](#h_01fwdzhdmym08g7k5wpaz3a6bc) [Then](#h_01fwdzhreayr42t5bzpq4yvb8m) ### When - The trigger Inbound email - rule will apply to all emails coming in to the inbox Inbound (Thread reply only) - rule will apply to email replies only\* Inbound (New thread only) - rule will apply to new emails only *\*If your end client replies to your email but changes the title or previous recipients, then Loop will assume this is a new email* Outbound - rule will apply to all emails going out of the inbox Outbound (thread reply only) - rule will apply to email replies only\* Outbound (new thread only) - rule will apply to new emails only *\*If you reply to an email but change the title, edit recipients or forward the email, then Loop will assume this is a new email* Tag Update - rule will apply only when a tag is updated and is not triggered by the age of the email ### IF - The condition Sender domain - rule looks at the domain of the sender only Sender email - rule looks at the whole email address of the sender Recipient email - rule looks at the whole email address of the recipient Subject - rule looks at the subject of the email only Email body - rule looks at the content in the body of the email only \*\* All of these has contains, does not contain, equals, does not equal, starts with, ends with Day of the week - Rule will read what day the email was received Email import time - Rule will read what time of day the email was received\* \* You can choose different time zones here Assigned to (any) - rule will look at who is assigned the email True - rule doesn't look for any other criteria except the WHEN above Additional IF criteria will appear when you choose WHEN - TAG UPDATE Tag - rule will look for any changes to the system tags - resolve, assign, unassign, archive and delete Custom tag removed - rule will look for any #tags you have removed Customer tag added - rule will look for any #tags you have added ### THEN - The outcome Assign - rule will assign to a single person selected Assign using round robin - rule will distribute assignments between a group of people equally in order Assign using workload management - rule will distribute assignments between a group of people depending on their workload Follow - rule will subscribe you to email updates in your Loop Inbox Unfollow - rule will mute you from email updates in your Loop inbox Archive - rule will archive the thread Delete - rule will delete the thread Resolve - rule will mark the thread as resolved Post chat to team - Rule will post your custom chat to the side chat of the email thread Mention someone - rule will mention someone in the thread Forward to - rule will forward thread to your chosen destination Reply with canned response - rule will auto respond using a canned response Add tag - rule will add a #tag Remove tag - rule will remove a #tag Force archive - rule with archive (regardless of peoples private triage settings) Do nothing As you can see, there are loads of ways to automate your workflows. [We have some examples here.](/workflow-automation/examples-of-popular-rules) You can have multiple rules which follow each other - make sure they are ordered in the order you want them to be applied. There is an option to "stop processing other rules" which means any rule following this one - even if the criteria is matched, wont be applied to this email thread. If you are unsure, please do reach out to [support@intheloop.io ](mailto:support@intheloop.io)and we will be happy to help. # Set up an auto response Letting your customers know that their email has been received and is being worked on is one way to ensure they feel heard and satisfied that they have been in contact. You can set up a basic auto response in the following way: 1. [Create your auto response](#h_01fr2pqdhsf0gg5zafd623fb2q) 2. [Set up your rule](#h_01fr2pqp0eaewms9v55y852nd0) ### Create your auto response Go to settings -> canned responses -> create a new canned response (eg. Hi, Thank you for your email. It has been received and one of our agents is looking into it. We aim to respond within 24 hours.) ![](https://dl.intheloop.io/loop-help/set-up-an-auto-response.md/Screenshot_2021-12-29_at_09.21.00.png) ![](https://dl.intheloop.io/loop-help/set-up-an-auto-response.md/Screenshot_2021-12-29_at_09.22.13.png) ![](https://dl.intheloop.io/loop-help/set-up-an-auto-response.md/Screenshot_2021-12-29_at_09.23.11.png) ### Set up your rule Then, go to settings -> shared inboxes -> select the inbox you would like -> rules -> new rule. When: Inbound email (new thread only) If: True Then: Respond using canned response - choose canned response. ![](https://dl.intheloop.io/loop-help/set-up-an-auto-response.md/Screenshot_2021-12-29_at_09.23.26.png) ![](https://dl.intheloop.io/loop-help/set-up-an-auto-response.md/Screenshot_2021-12-29_at_09.24.55.png) ![](https://dl.intheloop.io/loop-help/set-up-an-auto-response.md/Screenshot_2021-12-29_at_09.26.32.png) # Using tags to trigger a workflow We are seeing email threads increasingly being passed from team to team as a case progresses through stage gates. Now, you can use tags to progress these stage gates so everyone knows the status of an email, who the owner is and the next steps to be taken. In the example below, we have created an escalation workflow. When an email needs to be escalated to a manager, the only action that needs to be taken is the tag #escalation is used. This triggers a rule which assigns the email to the manager with a short note asking them to review. {% embed url="" %} How to replicate: 1. Create your tag 2. Create your rule 3. Find some other examples #### Create your tag Go to settings - tags - add a tag ![](https://dl.intheloop.io/loop-help/using-tags-to-trigger-a-workflow.md/Screenshot_2022-02-03_at_16.04.55.png) #### Create your rule Click your shared inbox - go to settings - rules - add a rule If - Tag Update When - Custom Tag Added - Select your tag Then - Assign to\ Then - Mention someone ![](https://dl.intheloop.io/loop-help/using-tags-to-trigger-a-workflow.md/Screenshot_2022-02-03_at_16.05.25.png) #### Find some other examples Other examples could be: 1. Spam - If an email is labelled as spam, it's automatically deleted 2. Use "post chat to team" to give guidance on what process to follow next # Service Level Agreements (SLA's) # What are SLA's in Loop? SLA's in Loop are specified nudges which are triggered if a specified action has not been completed in a specified period of time. The nudge default acts by marking an email as unread and moving it to the top of your email list. There is a system generated message which will detail which SLA was breached.![](https://dl.intheloop.io/loop-help/what-are-slas-in-loop.md/Screenshot_2022-05-12_at_11.38.07.png) There are 3 SLA breaches currently in Loop: * Email not assigned * Email not replied to * Email not resolved Each of these SLA's have a time period in which to be triggered * Minutes * Hours * Days # How to set up an SLA? Unlike complex help desk software, Loop allows you to integrate SLAs in the form of automated rules. You can apply specific SLAs to different shared inboxes and teams. #### Finding your SLAs With Loop, you create your SLAs inside each shared inbox. Navigate to your inbox settings and press SLA. From here you can edit the existing SLAs we have created for you, or create brand new ones. ![](https://dl.intheloop.io/loop-help/how-to-set-up-an-sla.md/Screenshot_2022-05-19_at_10.28.25.png) ![](https://dl.intheloop.io/loop-help/how-to-set-up-an-sla.md/Screenshot_2022-05-19_at_10.30.01.png) #### Choosing your escalation point We have three bases to our escalation points: * Action when email is not assigned * Action when email is not responded to * Action when email is not resolved We will be creating three SLA's. The first one triggers a warning after 30 minutes if the message being left unassigned. ![](https://dl.intheloop.io/loop-help/how-to-set-up-an-sla.md/Screenshot_2022-05-18_at_14.37.22.png) The second one will trigger after 2 hours if an email has not been replied to ![](https://dl.intheloop.io/loop-help/how-to-set-up-an-sla.md/Screenshot_2022-05-18_at_14.40.20.png) Finally, an SLA will trigger in 1 day if the email has not been resolved ![](https://dl.intheloop.io/loop-help/how-to-set-up-an-sla.md/Screenshot_2022-05-18_at_14.42.14.png) #### Tag-based escalation setup In this case, let's imagine we have a group of VIP customers. Currently we label emails from these customers with a VIP tag (manually or using rules) We can create an SLA that triggers a note after 15 minutes if the message is still unresponded. A manager can also be notified of the breach. ![](https://dl.intheloop.io/loop-help/how-to-set-up-an-sla.md/Screenshot_2022-05-19_at_10.12.44.png) Are you tired of customers complaining about unresponded emails? Or long response times? Are you ready to enhance your customer's experience? Then it's time to try Loop and adopt an SLA to achieve your response time goals. # Use Cases # Personal Assistants using Loop Personal assistants play a vital role in helping executives manage their inboxes however, most email agents are not designed to be used by multiple people which can cause chaos and confusion. Using a tool like Loop can help introduce email sharing without the need of creating a separate shared inbox. #### Adding your email to be shared The biggest difference in getting set up successfully, is the fact that the executive email address is set up as a shared inbox and not as a primary email address. If you have already set it up as a primary account - [see how to change it here.](/frequently-asked-questions/how-do-i-add-additional-email-accounts) Once you have [added your executive email address as a shared inbox](/shared-inbox/how-do-i-set-up-a-shared-inbox), you can invite the personal assistant into the inbox. #### Using Tags to help your Executive Loop's Tag function will benefit any personal assistant in getting their Executives priorities right. You can create tags such as "To be actioned", "For Info", "Urgent" etc. You can have multiple tags on the emails as well as changing tags as needed. [See more about managing Tags in Loop here.](/shared-inbox/tags-for-your-shared-inbox) Once you have tags, you can then get really clever by creating automated workflows when tags have been applied. Check out the video below. {% embed url="" %} If you would like any support on how a personal assistant can use Loop successfully, please do get in touch with our team on . # Managing your sales cycles in Loop Here we will cover: * [Auto responding to customers](#h_01fva7cbqcx39zc9463jqxjfyn) * [Using tags as sales stage gates](#h_01fva92swry1fnrfdvkhjfk6f3) * [Handing emails over to Success](#h_01fva97zbwe4c4aw720qczd4kg) * [Automatically updating your Team](#h_01fva89zt8y0fyj7x6djdazh55) #### Auto responding to customers With any customer email, it is always good practice to let your customer know that you have received their email and give them an idea of when they are likely to hear back from you. With Loop, we can create an auto response to send back to customers as soon as they send in a new query to our inbox. An auto response in Loop works off 2 features - canned responses and rules. First we set up a canned response of what we would like our auto response to say and secondly, we set up a rule which stipulates when the response goes out. {% embed url="" %} #### Using tags as sales stage gates Where you have different stages of your sales cycle, you might want to label your emails to better understand where they sit. For example, you may have a email that is in early stage discussions about product suitability. You may want to apply a stage gate of #**Qualification**. *Level up by making these emails be assigned to a pre-sales team using round robin.* Once qualified, the customers emails can be labelled as **#Testing.** Depending on your sales processes, you may have a label **#Contract.** Level up by automatically tagging a manager into the email thread when you get to this stage. Finally applying the **#ClosedWon.** This allows you and any member of the team to truly appreciate what stage these emails are discussing. Add our reporting into it and you'll be off to a flying start. {% embed url="" %} #### Handing emails over to Success/Support Once a customer has been closed - you may want to hand the customer over onto the next team. Using Loop-In, you can share your email conversations with the right team with the added benefit of adding your own commentary. [You can also move the email from your shared inbox directly into another teams inbox.](/how-to-videos/move-an-email-from-a-shared-inbox-to-a-team) #### Keeping your team updated about customer emails automatically Every time you create a new Loop, the people or teams you have Looped-In automatically get updated when there is a new reply in the original thread. To learn more about improving your customer support needs on Loop Email, please reach us on # Improving customer support with Loop Email Here we will cover: * [Auto responding to customers](#h_01fva7cbqcx39zc9463jqxjfyn) * [Discussing customer emails with a Team before replying](#h_01fva7d131279zd6xtcrr62d21) * [Delegating tickets](#h_01fva7xce9nz7grz6kvr6xk4sn) * [Automatically updating your Team](#h_01fva89zt8y0fyj7x6djdazh55) #### Auto responding to customers With any support query, it is always good practice to let your customer know that you have received their email and give them an idea of when they are likely to hear back from you. With Loop, we can create an auto response to send back to customers as soon as they send in a new query to our inbox. An auto response in Loop works off 2 features - canned responses and rules. First we set up a canned response of what we would like our auto response to say and secondly, we set up a rule which stipulates when the response goes out. {% embed url="" %} #### Discussing emails before replying back to the customer A lot of times a short email conversation evolves into a long chain with several new people being added. Making sure everyone is on the same page is a big pain over email. Side chat's are the solution. Next time you get an email from a customer that needs to be discussed with your team or business you can simply use side chat at the bottom of the email thread. Using the "@" you can tag people specifically or share the whole email thread with a dedicated team. ![](https://dl.intheloop.io/loop-help/improving-customer-support-with-loop-email.md/side_chat_gif.gif) Once you have discussed the email with your team, you can reply directly to the customer from within the created Loop. #### Delegating tickets Loop may not exactly be a ticketing management system, however, the platform is built around organisation, collaboration and delegation. Emails on Loop can easily be delegated. You have three ways in which you can do this: **1. Delegate to a specific person** When an email query comes in, it can be [assigned to someone in the team](/shared-inbox/how-do-i-assign-an-email) to answer. The person assigning the emails could be: A manager, any member of the team, or why not [automate it](/workflow-automation/assign-emails-using-round-robin) so that all emails are assigned as soon as they come in? **2. Reassign an email** Let’s say you get an email from a customer whilst you're on vacation. You can quickly Loop-In a colleague so they can handle the query whilst also getting a quick update from you on the subject. **3. Delegate to a Team** Sometimes you get a question from a customer for which you need input from a more technical perspective. Here you can quickly Loop-in the product or engineering teams. They will see the email from the customer, as well as your prompt for help. You can learn more about how to set up Teams [here](/teams). #### Keeping your team updated about customer emails automatically Every time you create a new Loop, the people or teams you have Looped-In automatically get updated when there is a new reply in the original thread. To learn more about improving your customer support needs on Loop Email, please reach us on # Retention & Purge Automatically manage the lifecycle of conversations in your workspace — keeping inboxes clean and supporting your data retention requirements. **Note:** This feature is available to **workspace admins only**. To access Retention & Purge, go to **Workspace Settings → Purge**.
*** ## How it works Every conversation follows a predictable lifecycle: **Active → Rule matches (or moved to Deleted folder) → Purge queue → Grace period (30 days) → Permanently deleted** *Exception: Bot chats are deleted immediately after the retention period ends, with no grace period.* At any point during the grace period, an admin can cancel or exempt a conversation from deletion via **Upcoming Purges**. ## Key concepts | Term | Definition | | ---------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | Retention period | How long a conversation can remain unmodified before being queued for deletion. The clock starts from the last modified date, not the date the conversation was created. | | Grace period | Time between being queued and permanently deleted (workspace default: 30 days) | | Purge queue | List of conversations scheduled for deletion | | Exemption | Permanent protection from deletion — overrides all rules | ## What admins can control * Define retention rules for Shared Inboxes and Bot Chats * Review and cancel upcoming deletions before the grace period ends * Exempt individual conversations from ever being deleted * Enable auto-purge for conversations moved to the Deleted folder ## Getting started 1. Enable purging in **Workspace Settings → Purge** 2. Create a rule — set the scope and retention period 3. Review upcoming deletions regularly in **Upcoming Purges** Start conservative — longer retention periods give you more time to catch mistakes. {% hint style="danger" %} Permanent deletion cannot be undone. Once a conversation is purged, it cannot be recovered. Always review **Upcoming Purges** before grace periods expire. {% endhint %} * [Overview](/retention-and-purge/overview) * [Rules](/retention-and-purge/rules) * [Upcoming Purges & Exemptions](/retention-and-purge/upcoming-purges-and-exemptions) # Overview ## How it works When purging is enabled, conversations follow this lifecycle: **Matches rule** → **Queued for purge** → **Grace period (30 days)** → **Permanently deleted** At any point during the grace period, an admin can cancel or exempt a conversation from deletion via **Upcoming Purges**. The Overview tab shows the current status of workspace purge and explains how the deletion timeline works. ### Enabling and disabling purge Use the **Workspace purge** toggle to turn automatic purging on or off. When disabled, no new conversations will be queued for deletion. Conversations already within their grace period will continue toward their scheduled deletion dates — they are not cancelled automatically. {% hint style="warning" %} Disabling purging does not cancel pending deletions. Go to **Upcoming Purges** to review and cancel them manually before their grace period ends. {% endhint %} ### Grace period After a conversation matches a purge rule, it is not deleted immediately. It first enters a grace period (default: 30 days), giving you time to review and cancel the deletion if needed. The full timeline works like this: | | | | ----------------------- | ------------ | | Rule retention | e.g. 30 days | | + Grace period | e.g. 30 days | | = **Total to deletion** | **60 days** | 1. Conversation reaches retention age → tagged "Purge" 2. Grace period begins → visible in Upcoming Purges; can be cancelled at any time 3. Grace period ends → **permanently deleted** {% hint style="info" %} A new message arriving on a queued conversation will automatically cancel its purge. See [Rules](/retention-and-purge/rules) for how to prevent this. {% endhint %} {% hint style="warning" %} **Bot chats follow a different lifecycle.** Bot chat rules delete conversations immediately after the retention period ends — there is no grace period and no window to cancel or exempt them. {% endhint %} ### Deleted folder When purging is enabled, all conversations moved to the Deleted folder are automatically queued for permanent deletion after the workspace grace period (default: 30 days). This applies regardless of whether the conversation matches a purge rule. ### Purge indicator When a conversation is queued for deletion, a warning is shown at the top of the conversation indicating the scheduled deletion date. This applies to any queued conversation. ![](https://dl.intheloop.io/loop-help/retention-and-purge.md/purge-notification.png) ### Member removal and personal chats When a member is removed from the workspace, their personal conversations are also queued for deletion and follow the same grace period. These conversations **cannot be recovered** once deleted. Export or archive any important conversations before removing a member. {% hint style="danger" %} Permanent deletion cannot be undone. Once a conversation is purged, it cannot be recovered. Always review **Upcoming Purges** before grace periods expire. {% endhint %} # Rules The Rules tab is where you create and manage purge rules. Each rule defines which conversations to target and how long to retain them. ### Managing existing rules Rules are listed with their name, scope, and retention period. Each rule can be toggled on or off individually using its toggle, or edited and deleted via the ⋮ menu. **Bot chats** are deleted immediately after the retention period ends, with **no grace period**. > **Note:** Purge rules can only be set for Shared Inboxes and Bot Chats. Conversations from personal inboxes are not covered by rules — they can only be deleted by the user themselves (via the Deleted folder). ### Adding a new rule 1. Click **+ Add rule**. 2. Enter a name and ensure the rule is set to **Active**. 3. Choose the **scope** — what type of conversations this rule applies to: * **Shared Inboxes** — all shared inboxes in the workspace * **Custom Inboxes** — specific inboxes you select * **Bot Chats** — conversations handled by bots 4. Add **conditions** to filter which conversations are targeted, using fields such as Tag, Category, Inbox, or Status. For bot chat rules, you can optionally filter by a specific bot — leave conditions empty to apply the rule to all bots. 5. Set the **retention period** — conversations that have not been modified for longer than this value will be queued for purging. 6. Optionally enable **Close conversation on purge** (not available for bot chat rules). {% hint style="info" %} **New messages cancel a pending purge.** If a message arrives on a conversation queued for deletion, the purge is automatically cancelled. Enabling **Close conversation on purge** prevents this — new messages will start a fresh thread instead, keeping the original on track for deletion. {% endhint %} 7. Review the **timeline summary** to confirm the total time to permanent deletion. 8. Click **Submit**. **Warning:** Deletion is permanent. Conversations matched by a rule cannot be recovered once deleted. Use Upcoming Purges to cancel any pending deletions before the grace period ends. # Upcoming Purges & Exemptions This section contains three tabs: **Upcoming Purges**, **Upcoming Chat Purges**, and **Exemptions**. ## Upcoming Purges The Upcoming Purges tab lists all conversations currently in the deletion queue. These conversations have matched a rule and are counting down through their grace period. Use the filters to search by keyword, inbox, tag, or category. ### Cancelling a scheduled deletion 1. Find the conversation in the list. 2. Click **Remove**. 3. Confirm in the dialog. The conversation is marked as exempt and the "Purge" tag is removed automatically. It will not be queued for deletion again unless the exemption is lifted. The conversation then appears in the **Exemptions** tab. *** ## Upcoming Chat Purges The **Upcoming Chat Purges** tab lists personal chat conversations queued for deletion following a member's removal from the workspace. When a user is removed, their private chat conversations are automatically scheduled for purging. Admins can review the list and click **Remove** next to any conversation to permanently exempt it from deletion. Exempted conversations will not be queued again. *** ## Exemptions The Exemptions tab lists all conversations that have been manually removed from the purge queue. Exempt conversations are protected from automatic purging until the exemption is lifted. ### Lifting an exemption 1. Click **Lift exemption** next to the conversation. 2. Confirm in the dialog. On the next purge job run, the conversation will be re-evaluated against all active rules. If it matches a rule, a fresh grace period begins from that point. **Warning:** Lifting an exemption may result in the conversation being queued for deletion again. # "How to" Videos # Remove formatting from an email {% embed url="" %} When we copy and paste items in Loop, Loop retains the source formatting. More often than not, this is the desired outcome, however, when it's not, we can easily remove the formatting from the text. Highlight the text, press "remove formatting' icon (it looks like an A with a strike through it) # Rename my shared inbox in Loop {% embed url="" %} When you have a more than one shared inbox, which look similar in name (ie and ), you may want to make them a bit more distinguishable. In Loop, you are able to rename the inbox so it reads as you want, instead of reading as an email address. # Log out of Loop {% embed url="" %} You don't need to log out Loop if you are the only person using your computer/laptop. However, if you are accessing Loop through a shared device or public PC, you may want to log out. To do this, from your dashboard, navigate to the far left hand side of your dashboard and click the giant +. From here, you can trash your active user account. # Snooze an email This video shows you how to snooze an email, in your Loop inbox, for a later date. {% embed url="" %} # Move an email from a shared inbox to a team This video shows you how to move an email from a shared inbox into a team {% embed url="" %} # Create a rule This video shows you how to find and create a rule {% embed url="" %} # Reply to an email using a canned response This video shows you how to reply to an email using a canned response {% embed url="" %} # Create an auto response using a canned response This video shows you how to create an automated email response using a canned response {% embed url="" %} # Assign an email to yourself or colleague This video shows you how to assign an email in your shared inbox to a colleague or to yourself {% embed url="" %} # Add a team member to Loop This video shows you how to add a new team member to your workspace {% embed url="" %} # Add a Loop file to an email This video shows you how to share an attachment you received without needing to download it to your PC or share the whole email thread. {% embed url="" %} # How to set up Loop for your team In this quick video, we will show you step-by-step how to connect your first shared inbox and set up Loop for your team. {% embed url="" %} # How to easily assign any email to a team member In this video, we teach you how to assign and resolve an email. You can assign any email to anyone independent of having a Shared Inbox set up. {% embed url="" %} # How to set up and use email signatures In this video, we teach you how a create, edit and use Signatures on Loop Email. {% embed url="" %} If you would like to know more about Signatures, then please contact support on . # How to set up and use canned responses In this video, we teach you how to set up and use canned responses or email templates on Loop Email. {% embed url="" %} If you would like to know more about canned responses, then please contact support on . # How to select and manage multiple items at once In this video, we teach you how to select batch items and the actions you can perform with them on Loop Email. {% embed url="" %} If you would like to know more batch selection and the actions you can perform, then please contact support on . # How to quickly search for a contact, team or shared inbox using "Jump To" In this video, we teach you how to quickly search for a contact, team or shared inbox using the **"Jump To"** button on Loop Email. {% embed url="" %} If you would like to know more about search, then please contact support on . # How to create a team In this video, we teach you how a create, edit and use a Team on Loop Email. {% embed url="" %} If you would like to know more about teams, then please contact support on . # How to create a simple round robin In this video we walk you through how to set up a simple round robin for emails coming into your shared inbox. {% embed url="" %} Using the criteria, you can create sophisticated rules on how to distribute your emails. If you need any support or ideas on how to automate your workflows, please contact support. # Web App # Welcome to Loop Web App Loop Web App is an opportunity for users to move away from an installed application on their desktop to a cloud based web app. To access web app - simply log in using your current username and password [direct from our website or ](https://www.intheloop.io/)navigate to ![](https://dl.intheloop.io/loop-help/welcome-to-loop-web-app.md/Screenshot_2022-01-04_at_08.35.13.png) You will be able manage your inbox as you currently do on the desktop app, however, there is slightly less functionality at this stage but we are working on it. Differences include: * Notifications * Draft emails If you have any feedback on web app - [please complete this form](https://forms.gle/b9ub7mYtRccS5Tjk9) and let us know. We will then be able to update you with the timeline of any fixes or added features. Thank you for coming on this journey with us. # IOS Application # Shared inbox views and filters There are a number of views and filters available to use in a shared inbox to ensure you're seeing exactly what you want. ### Views There are three different views that you can choose from - All, Open or Unassigned. #### All As expected, this will display all of the emails in the shared inbox. #### Open Open will show you all of the emails which have not been resolved. It does not matter if the emails have or have not been assigned, as long as they are unresolved they will show in this list. #### Unassigned Unassigned will display all of the emails which have not been assigned to a member of the shared inbox. By default, you will see the All list selected. If you choose to view the Open or Unassigned list when you leave the shared inbox and return your previous selection should remain in place rather than reverting back to All. ### Filters To open the filter you need to click on the 3 horizontal lines at the top right of the email list. There are 6 sections to the filters: #### Mark all as read As expected, selecting this will mark all items in the inbox as 'read'. Do not worry about accidentally clicking on this as you will be asked to confirm if it's what you want to do before going ahead. #### Filter By You have the choice to filter your shared inbox by Unread or Starred messages. #### View Choose whether to view your Deleted or Archived emails. #### Assigned If you want to see emails that have been assigned to a specific person then you can select a name from the list. This list will only include members of the shared inbox you are currently viewing. #### Status There are two types of status, In Progress and Resolved. In Progress will show you all emails that have been assigned and are currently being worked on. If an email has not been assigned it will not be pulled into this filtered list. Resolved will show you all emails that have been resolved. #### Show spam Currently, this filter option is only available for IMAP users. This will show you emails that have been marked as spam. We test each email for a spam score and if it's high enough then it's marked as spam. If you are not an IMAP user you'll need to check the spam folder within your email client. ![Screenshot\_2021-02-26\_at\_13.02.50.png](https://dl.intheloop.io/loop-help/shared-inbox-views-and-filters.md/Screenshot_2021-02-26_at_13.02.50.png) \\ # Android App (Beta) # Loop on Android (Beta) The Loop Android App is currently only available in beta. You can download the app from the Google Play Store. We're working every day to add features into this app - Your feedback and support will help us along the way. **Features currently available in the app** **Inbox** * View all messages (Email, Chats, Loops) * Switch between Emails, Chats and Loops in the side menu * View messages and emails in channel view * View the number of unread messages in each inbox in the side menu * View the muted section **Replying** * You will be able to reply to an Email, Chat or Loop * You will be able to reply to emails within Loops * Add attachments Email, Chat or Loops **Actions** * Mark an email as read or unread * Filter unread emails * Delete, Archive and Star items * View system folder i.e. trash, archive, sent and starred (Gmail users will not see archived as this does not exist on Gmail) * Favourite or Mute, and access from the menu to channels (people, teams, shared inboxes) **Creating New** * You will be able to create new Chats * You will be able to create new Emails * You will be able to create new Loops **Attachments** * View an attachment in an email (icon and thumbnail) * View inline images (images within an email) * View GIFs * Preview the attachments * Option to download attachment * View files in the Files Channel **As this is an early beta there are some features which are currently not available** * Offline support * Use of multiple accounts * Use of a signature * Email forwarding * Search * Load more view - This is not applied throughout the app. Certain views, for example in folders, you won't be able to view all extra content * Limited setting options * Create or use Drafts If you have any questions or requests for our Android team, then please contact support on . # Frequently Asked Questions # How do I contact support? Our friendly support team is here to help. There are two ways to get in touch with us: * You can reach us [**via our website.**](https://www.intheloop.io/contact-us/) * You can email **** directly. # Adding an image to my signature You can easily add images (like your logo) into your email signature. Simply paste your image directly in the signature editor and save: ![](https://dl.intheloop.io/loop-help/adding-an-image-to-my-signature.md/Screenshot_2022-02-14_at_10.34.23.png) # Can I @ Individuals In Chat Conversations? Yes, you're able to use the @ symbol when targeting a message at a particular person in a team chat - Here is how you can do this: **Desktop App** * You can click the @ symbol shown in the "type message" box next to the send button in the bottom left hand corner * You can also simply type the @ symbol on your keyboard when you're in the "type message" box ![](https://dl.intheloop.io/loop-help/can-i-individuals-in-chat-conversations.md/Screenshot_2021-12-09_at_21.09.24.png) **iOS App** * You will need to click the @ symbol shown under the "type message" box Once you tap the @ symbol, both the desktop app and the iOS app, will show a pop up of the people involved in your team chat. From here you can select the person you would like to target the message towards. If you would like to know more about how the @ feature works, then please drop us a message on [support@intheloop.io](mailto:support@intheloop,io) # Can I delete a shared inbox? Deleting a shared inbox can be done in the shared inbox settings. Navigate to the shared inbox by clicking settings (bottom left hand side of your dashboard) - shared inboxes and then click on the shared inbox you would like to delete, click on the three dots to the right and click on the "Delete" option as shown below. ![](https://dl.intheloop.io/loop-help/can-i-delete-a-shared-inbox.md/Screenshot_2021-12-09_at_20.49.38.png) For any further assistance, feel free to email us at [support@intheloop.io](mailto:support@intheloop,io) # Can I disable Spell Checker? You can disable or enable the Spell Checker on both the MacOS and Windows app. **On MacOS** * Click the **Edit** button on the top **Menu Bar** * Scroll down to **Spell Checker** * Tapping the Spell Checker option will either enable or disable spell check for you ![](https://dl.intheloop.io/loop-help/can-i-disable-spell-checker.md/Screenshot_2019-03-28_at_11.09.26.png) **On Windows** * Click the **Edit** button on the top **Menu Bar** * Scroll down to **Spell Checker** * Tapping the **Spell Checker** option will either enable or disable spell check for you ![](https://dl.intheloop.io/loop-help/can-i-disable-spell-checker.md/image__12_.png) If you would like more information about how spell check works on Loop Email, then please contact support on . # Can I import email history into my shared inbox? When you first add a shared inbox we will automatically import one week of history. We understand that being able to access the past history of a shared inbox is really important so we've made it possible for you to choose the import history yourself. Once your shared inbox is set up, **if you are an admin**, you can edit the import history. 1. Go to Settings 2. Click on 'Shared Inbox' - You'll be taken to an online tab 3. If you have more than one shared inbox set up select the one you want to edit 4. Click on 'Account' at the top 5. Beneath 'Syncing' you'll see **'History'.** Click on the button with the date to the right.\\ ![](https://dl.intheloop.io/loop-help/can-i-import-email-history-into-my-shared-inbox.md/Screenshot_2021-12-13_at_15.39.08.png) 6. You will see a pop-up window where you can edit the syncing history. ![](https://dl.intheloop.io/loop-help/can-i-import-email-history-into-my-shared-inbox.md/Screenshot_2021-12-13_at_15.41.51.png) 7. Click on 'Select new date' to choose how far back you want the email history to go back. 8. You can also choose what happens to the history of emails. You have the option to * Mark them as unassigned * Mark them as resolved * Move them to the archive folder * Move them to the deleted folder 9. Once you've chosen your import date and how you want them to be stored, don't forget to click the blue 'Start import' button. # Can I mark a message as unread? You may want to mark an email or chat message as unread so that you can come back to it later. ### Marking messages as unread #### 1. Using the 'Mark as Unread' icon The 'Mark as Unread' icon appears at the top of emails. The icon looks like a closed envelope and can be seen at the top of the right-hand pane above an email you are viewing. Clicking on the icon will mark the email as unread. #### 2. Using the grey/blue bar In the email or message list, there will be a light grey or blue bar on the left-hand side where the title of the message appears. This allows you to see at a glance which ones have been read and which ones have not yet been opened. If an email or chat message is unread there will be a blue bar that appears on the left-hand side of the message in the email list. If an email or chat message has been opened and read there will no longer be a blue bar, instead there is a light grey bar. ![](https://dl.intheloop.io/loop-help/can-i-mark-a-message-as-unread.md/mark_an_email_as_unread_.gif) ### Marking multiple emails as unread You may want to mark more than one email at a time as unread. To select multiple emails: * Hover your mouse over the first email in the email list that you want to select. * Click on the square box which appears beside the email title. * In the right hand pane you will see that it says '1 conversation selected'. Continue selecting all the emails that you want. * When you have all the emails selected click on 'Mark as unread' in the right-hand pane # Can I use an alias account? **Gmail Accounts** Gmail alias accounts are supported on Loop Email. You will need to register with your personal email address and then add your alias account as a shared inbox distribution list at the setup page. **Microsoft Exchange Accounts** Currently, you cannot register an alias account on Loop Email if you're using Exchange. Please make sure you register with your main account only. If this something you would like us to support then please let us know at . # Can I use the Shared Inbox? ### Which platform can I use Shared Inbox on? * Shared Inbox is currently fully supported on the Loop desktop app for both **macOS & Windows.** * Shared Inbox is also supported on **iOS,** however, at this moment in time we do not support the email tagging feature ### Is my email account supported on Shared Inbox? We currently support the following emails accounts for a Shared Inbox: * Microsoft Office 365 * Outlook * IMAP * Gmail **Please Note:** To use the Shared Inbox feature you will need to be on the latest version of the Loop Email desktop app - Desktop App - version 5.8.0 and up If you're still unsure if your account is supported on Shared Inbox, then please contact support on . # Do you have a Distribution List or a Google Group? **What if I have Distribution List or Google Groups associated with my account?** As Distribution Lists and Google Groups don't have an actual email account, you will need to do the following to use Shared Inbox: * Create a new email account * This can be created using your current email package or if you would rather use a free account you can create one through Gmail * After creating a new account you will need to add it your distribution list * Once you have added the account to our distribution list, you can connect the account to Loop Email for Shared Inbox * From here the [**Set Up Process**](/shared-inbox/how-do-i-set-up-a-shared-inbox) is the same for all accounts * **Please note:** You will need to use your new address as opposed to your info@, support@ account We also recommend speaking to your IT admin team or the whoever may be the creator of your Distribution List or a Google Group. If you're still unsure and are not sure if you have a Distribution List or a Google Group, then please contact support on . # How can I manage spam emails in Loop? Spam - the inevitable pain that comes with any inbox. There are 2 common spam use cases: 1. [I'm not seeing my spam emails in Loop.](#h_01fsw7qzh14psrch9ce0p38zcp) 2. [How do I get rid of my spam that I find in Loop?](#h_01fsw7zmm4e5et0z4pgcmw6z7m) ## I'm not seeing my spam emails in Loop. Most email agents will already have an inbuilt spam filter which will capture spam emails and place them into your spam folder. Loop only syncs emails coming into your inbox. As a result, you won't see these emails in Loop. If you find you have important emails that occasionally get caught in your spam filter, you need to ensure your current email system knows that these types of emails are not spam. This is to retrain your filters to prevent important emails landing there. Once you move an email from spam into your inbox, this will bring the email into Loop for you. Stopping emails going into your spam filter from your email agent cannot be done or managed through Loop. If you are regularly missing important emails as they are being classified as spam, please speak to your email agent who can help reduce the parameters of your spam filters. ## How do I get rid of my spam that I find in Loop? When you identify a spam email in Loop, the most effective way to prevent seeing it again would be to create (or add to an existing) rule which deals with removing unwanted emails in Loop. You can add the email domain or key words from these spam emails to your criteria which can label the email as spam and then automatically remove it. See an example below: ![](https://dl.intheloop.io/loop-help/how-can-i-manage-spam-emails-in-loop.md/Screenshot_2022-01-20_at_17.23.37.png) # How do I add additional email accounts? To get the best experience with Loop, be sure to add your work email address. ### Adding additional email accounts **Desktop app** 1. Click on the giant '+' symbol in the sidebar 2. A window will pop up titled 'Manage accounts'. Click on 'Add account'. 3. Enter the email address of the account you would like to set up and follow the on-screen instructions 4. Once you're done, it will take a few seconds to sync your emails over and the set up is then complete ![](https://dl.intheloop.io/loop-help/how-do-i-add-additional-email-accounts.md/Screenshot_2022-01-05_at_13.43.34.png) ![](https://dl.intheloop.io/loop-help/how-do-i-add-additional-email-accounts.md/Screenshot_2022-01-05_at_13.43.49.png) ![](https://dl.intheloop.io/loop-help/how-do-i-add-additional-email-accounts.md/Screenshot_2022-01-05_at_13.43.55.png) **iOS app** 1. Tap on the 'Menu' icon in the top-left corner (the three lines). 2. Click on the person icon in the sidebar. 3. A window will pop up title 'Manage accounts'. Click on 'Add new account' 4. Enter the email address of the account you would like to set up and follow the on-screen instructions 5. Once you're done, it will take a few seconds to sync your emails over and the set up is then complete ### How many additional email accounts can I add? On the desktop app for both Mac and Windows, you can have up to 4 email address. On iOS, for both iPhone and iPad, you can have more than 4 email address. Experiencing issues? You can get help [here](/frequently-asked-questions/why-cant-i-login) or drop us an email at . # How do I install Loop? You can install the Loop app directly from our [website](https://www.intheloop.io/). To help you through the installation and activation process we have a separate article to guide you. Take a look at our [Installing and activating Loop](/setting-up-loop/installing-loop) article. # How Do I Remove My Data From Loop Email? We understand how important data is for everyone. If you decide to no longer use Loop Email and would like to remove all your data from the platform, then please send an email to [support@intheloop.io ](mailto:support@intheloop.io.)requesting this. We to aim to respond to every query within a few hours. Please allow up to 24 hours for all data to be removed. # How do I set a default font? Loop Email currently supports the following font types * Arial * Calibri * Roboto * Georgia * Impact * Open Sans * Tahoma * Times New Roman * Verdana * Your General System Font i.e. San Fransisco (MacOS Mojave) **Selecting a default email font** * Open a "New Email" window * Make sure you have "Toggle Formatting" selected * Now select the font you would like to use * The font you select will automatically become your default * Now whenever you compose a new email or reply to an email your selected font will always be used ![](https://dl.intheloop.io/loop-help/how-do-i-set-a-default-font.md/Screenshot_2019-03-21_at_16.14.47.png) If you would like to suggest a particular font or need help understanding how fonts work on Loop Email, then please drop us a message on [support@intheloop.io](mailto:support@intheloop,io) # How do I upgrade? So you've tested Loop and want to go live? That's great! There are 2 ways to get started. 1. [Upgrade using the banner at the top of your Loop page](#h_01frn6wz9g2z0h9n5wwrrnh0hj) 2. [Set up a billing account in settings](#h_01frn73nc5c6cgxn8t7pf6tbjb) ### Subscribe banner At the top of your Loop trial account is a banner which has been counting down the days until your trial ends. There is a button which says "subscribe now". Simply click on this button and follow the instructions. ![](https://dl.intheloop.io/loop-help/how-do-i-upgrade.md/Screenshot_2022-01-05_at_13.31.44.png) ### Setting up a billing account From your Loop dashboard - go to settings (found in the bottom left hand corner) and then click Billing. ![](https://dl.intheloop.io/loop-help/how-do-i-upgrade.md/Screenshot_2022-01-05_at_13.33.43.png) Now, you can choose which billing option you would like to take ![](https://dl.intheloop.io/loop-help/how-do-i-upgrade.md/Screenshot_2022-01-05_at_13.33.56.png) --- [Next Page](/llms-full.txt/1)