Answer customer email as a team

Mail to support, sales, and billing arrives in one list. Each thread shows who on your team is answering it, and every reply goes out from the shared address.

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Mail to support, sales, and billing arrives in one list

The whole team works from the same threads, with the labels and the assignee on each one.

The address on every row
Each row shows whether the customer wrote to support, sales, or billing.
Who has the thread
The assignee shows on the row, so the whole team can see who is answering.
Todo, Snoozed, and Done
Each thread sits in one view at a time, and a snoozed thread comes back to Todo at the time you set.

How one email gets answered

  1. 1

    Mina's email arrives in Todo on billing

    Mina writes to billing, and her email lands at the top of the shared list.

  2. 2

    It gets an assignee and a note

    Maya assigns it to Jonah, and his note tells the team what he checked.

  3. 3

    The reply goes out as billing

    Mina gets the answer from the address she wrote to.

Assign, snooze, label, and reply from the shared address

The same actions sit in the thread toolbar and on the keyboard, so the team can clear Todo without leaving the list.

Every reply goes out from the shared address

The customer sees support, sales, or billing with your team's display name, whoever writes the reply.

Draft a reply with AI

Press ⌘J in the reply box and describe the reply you want. The draft stays there until a teammate sends it.

Snooze a thread until later

Press S to set a thread aside. It comes back to Todo at the time you pick.

Assign a thread to a teammate

Press A in the list to open the assign menu. Every row then shows who has the thread.

Work through the list from the keyboard

Press ? anywhere in the inbox to see the shortcuts for the screen you are on.

Label threads by topic

Press L to open the label menu. Type a name that does not exist yet, and the menu offers to create it.

Forwarding support mail to personal inboxes, compared with Intray

Forwarding to each person

  • Each teammate gets a copy, and nobody can see who replied
  • Replies go out from personal addresses
  • Context about the customer lives in side chats

Intray

  • One thread per conversation, with the assignee on it
  • Replies go out from support, sales, or billing
  • Notes sit in the thread where the next person looks

Questions about the team inbox

Replies go out from the shared address the customer wrote to, such as support, with its display name. Whoever writes the reply, the customer sees the same sender.

Answer your first customer email as a team

Intray is open to invited teams right now.

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