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