The Front desk Answers the questions you keep getting.
SOFTSYNC TEAM INBOX
One inbox for support@, sales@, and hello@.
Connect a shared address and answer it together. Everyone sees every conversation, and every reply goes out from the team address.
Nothing waits in one person's inbox.
- One thread, one owner.Everyone sees who has each email.
- Reply as the team.In the customer's own thread.
- Chats land here too.Web Agent chats arrive in the same inbox.
Start with the work you already do
Answer together, not in turns.
Connect Google Workspace, a Google Group, or a Microsoft 365 shared mailbox, then choose who may use it.
Connect
Plug in the address your team shares.
Connect Google Workspace, a Google Group, or a Microsoft 365 shared mailbox, and pick who can use it.
Own it
Everyone sees who has it.
Each email thread is one conversation with an owner. Two people never answer the same customer.
Reply
Answer as the team, in the same thread.
Reply from support@ so the customer keeps writing to the team. Mark it done when handled.
See how to set it up
Make it fit your business. You choose who can use the mailbox. Customers see the team address, never a personal one.
A simple way to use it
From new email to done.
Four steps from the first email to a finished conversation.
- 01Connect the shared address
- 02A new email becomes a conversation
- 03Someone takes it and replies from the team address
- 04Mark it done; it reopens if the customer writes again
Questions, answered
Questions about the Team Inbox.
Short answers about providers, owners, and replies.
Which email providers work?
A Google account for the address, a Google Group, or a Microsoft 365 shared mailbox. A Microsoft 365 administrator approves the connection once.
Who can reply?
Admins and editors who may use the mailbox. Viewers who may use it can read conversations and see who has them, but cannot reply.
How is ownership set?
Each new customer email becomes one task with a ticket number. Pick a teammate under Assigned to, or let Autopilot share new emails out in turns.
What happens when the customer writes back?
The reply joins the same conversation. If it was marked done, it opens again and whoever had it keeps it.
Do Web Agent chats appear here?
Yes. When a visitor asks for a person, the whole chat lands in the Inbox next to your email, with the agent's answers marked AI.
Can I use templates?
Yes. Start a reply from a saved email template and details such as the customer's name are filled in from their record.
Can I choose who sees the mailbox?
Yes. Choose only you, selected teammates, or everyone in the workspace. People who are not allowed never see its conversations.
Ready when you are
Stop answering from personal inboxes.
See your team answer one shared address together.