Daily work in the shared inbox: statuses, assignments, notes and tags

Everything that arrives in a domain becomes a conversation: one thread with every message from the same contact, with a status and an owner. That is how nobody answers twice and nothing stays unanswered.

Statuses

• Open: someone needs to reply. New conversations land here.
• Pending: you replied and are waiting on the customer (or on internal information).
• Resolved: done. If the customer writes again, the conversation reopens by itself.

Assignment

1. Open the conversation and use Assign… to take it yourself or hand it to a teammate.
2. The teammate is notified; the list always shows who is on it.
3. For automatic assignment, set up rules (see the rules and SLA guide).

Internal notes and @mentions

Under the conversation you have Internal note: visible only to the team, never sent to the customer. Type @Name to ping a teammate; they get a notification and see the full context, no forwarding.

Tags

From Settings → Tags you create coloured tags (e.g. "Return", "Urgent", "Quote"). Put them on conversations and filter by them in Inbox and Reports.

Canned replies and signature

• Settings → Canned replies: templates you insert with one click. Write {{nume}} where you want the sender's name.
• Settings → Your signature: added automatically under replies; you can edit it before sending.
• Drafts save automatically: close the page and pick up where you left off.

Contacts

Every sender lands automatically in Contacts, with the conversation history, phone, company and notes visible only to the team.