The shared inbox is where teams manage incoming communication without losing context. Instead of different people replying from different devices with no visibility, the team can see the conversation history, owner, and related contact record in one place.
Inbox work should be triage-driven. Teams should identify what is new, what is unread, what is waiting for follow-up, and what needs a commercial action such as a quotation, call, or document.
Key points
- Keep new or unread messages visible and assigned.
- Move from conversation to contact or opportunity when commercial work starts.
- Use the release log to understand inbox changes when the interface updates.