Overview: Shared Inbox is designed to help teams effectively manage and streamline email communication within your organization. By integrating with Gmail, this feature enhances team collaboration, improves email organization, and speeds up response times.
Who is it for? It is ideal for teams or departments that manage shared email communications for daily operations such as Customer Support, Sales, or any group that needs to collaborate seamlessly on email communications.
Key Features
Elate’s Shared Inbox provides a robust solution to enhance teamwork and productivity with the help of the following features:
1. Ticketing System
It automatically links each email or conversation to a unique ticket, allowing teams to track and categorize emails effectively. This ticketing system includes:
Internal Comments:
2. Email Templates
Elate offers customizable email templates to streamline responses and maintain consistency across communications. These templates can be reused as needed, reducing response time while ensuring that every team member follows best practices in communication
3. Shared Drafts
With the shared drafts feature, team members can work on email drafts together in real-time. This feature is ideal for teams that need to review, edit, and finalize emails collaboratively before sending them out.
4. Notifications
Stay on top of important email threads with the @mention notification feature. Team members can be alerted directly in the email thread when they are mentioned, ensuring that key information is not missed and that the right people are always in the loop.
5. Team Activity Feed
The team activity feed provides a centralized view of all actions taken within the shared inbox. It keeps track of assignments, status changes, and other important activities, offering visibility into how the team is performing and what’s happening with each email or ticket.
6. Comments
Add internal, private notes to any email for future reference or team communication. These notes can help provide additional context, keep track of follow-up actions, or clarify information that might not be immediately apparent to other team members.
7. Customizable Properties
Elate enables you to organize emails in ways that make sense for your team. By using custom labels and folders, you can easily categorize emails and track important data that can help with prioritization and workflows.
8. Filter Search/Views
With advanced filtering and search capabilities, you can quickly locate emails using criteria such as sender, recipient, subject, or keywords. Additionally, you can create custom views that filter emails by assignee, status, shared inbox, or other properties, enabling teams to stay organized and focused.
9. Analytics
Track your team's performance with detailed analytics reports that cover important email metrics, such as response times, ticket resolution times, and team workload distribution. This data helps managers make informed decisions and optimize workflows.
How to access Shared Inbox
1. Ensure that you are already a member of a shared inbox by opening your Elate extension and then the Side Panel
2. Go to settings by clicking the initial of your spaces and the gear icon located on the upper left portion of the Side Panel.
3. Then click on Shared Inbox. This will show what shared inboxes you are part of based on your workspace (In case you are not yet registered, select the shared inbox you want to join then click Register)
4. Once you’re an active member, you should be able to see an additional/new inbox added in your Gmail menu. (The sample below is a “support” shared inbox)
