Email & Shared Inbox

Manage all client communications from one central inbox. Sync emails from multiple accounts and respond directly from the CRM.

Overview

The Shared Inbox feature allows you to:

• View emails from multiple email accounts in one place
• Respond to client emails directly from CRM
• Link emails to clients automatically
• Track email conversations
• Archive and organize emails
• Sync with Gmail, Microsoft, or IMAP accounts

Setting Up Email Accounts

Adding an Email Account

1. Navigate to Settings → Email Accounts
2. Click Add Email Account
3. Choose provider:
   • Gmail: OAuth authentication
   • Microsoft/Outlook: OAuth authentication
   • IMAP: Manual configuration
4. Follow authentication steps
5. Configure sync settings:
   • Sync Frequency: How often to check for new emails
   • Sync Folders: Which folders to sync
   • Auto-link: Automatically link emails to clients
6. Click Save

Gmail Setup

1. Select Gmail as provider
2. Click Connect Gmail
3. Authorize access in Google popup
4. Select email account
5. Grant permissions
6. Account is connected

Microsoft/Outlook Setup

1. Select Microsoft as provider
2. Click Connect Microsoft
3. Sign in with Microsoft account
4. Grant permissions
5. Account is connected

IMAP Setup

1. Select IMAP as provider
2. Enter email settings:
   • Email Address: Your email
   • IMAP Server: imap.example.com
   • IMAP Port: Usually 993 (SSL) or 143 (TLS)
   • Username: Your email address
   • Password: Your email password
3. Test connection
4. Save account

Using the Shared Inbox

Viewing Emails

1. Navigate to Shared Inbox in the sidebar
2. View all emails from connected accounts
3. See:
   • Sender and recipient
   • Subject
   • Date/time
   • Read/unread status
   • Linked client (if auto-linked)

Email Threads

• Related emails are grouped into threads
• View entire conversation history
• See replies and forwards in context
• Navigate between emails in thread

Filtering Emails

• All: View all emails
• Unread: Only unread emails
• Archived: Archived emails
• Linked: Emails linked to clients
• Unlinked: Emails not yet linked to clients

Searching Emails

• Use search bar to find emails
• Search by sender, subject, or content
• Results update as you type

Linking Emails to Clients

Automatic Linking

If auto-link is enabled:

• System matches sender email to client email
• Emails are automatically linked to clients
• Appears in client's communication timeline

Manual Linking

1. Open email
2. Click Link to Client
3. Search for client
4. Select client
5. Email is linked

Unlinking

1. Open linked email
2. Click Unlink
3. Confirm action
4. Email is unlinked from client

Composing Emails

New Email

1. Click Compose button
2. Fill in:
   • To: Recipient email(s)
   • CC/BCC: Optional
   • Subject: Email subject
   • Body: Email content
3. Attach files if needed
4. Click Send

Replying to Email

1. Open email
2. Click Reply or Reply All
3. Compose response
4. Original email is included in thread
5. Click Send

Forwarding Email

1. Open email
2. Click Forward
3. Enter recipient
4. Add message if needed
5. Click Send

Email Management

Archiving

1. Open email
2. Click Archive
3. Email is moved to archived folder
4. Can be unarchived later

Marking as Read/Unread

• Click email to mark as read
• Use Mark as Unread to flag for follow-up

Deleting

1. Open email
2. Click Delete
3. Confirm deletion
4. Email is removed (check email provider settings for permanent deletion)

Email Templates

Using Templates

1. When composing email
2. Click Templates
3. Select template
4. Template content is inserted
5. Customize as needed

Creating Templates

1. Navigate to Settings → Email Templates
2. Click Create Template
3. Enter:
   • Name: Template name
   • Subject: Email subject
   • Body: Email content (supports variables)
4. Save template

Best Practices

• Sync regularly: Keep email accounts synced for up-to-date inbox
• Link promptly: Link emails to clients for better tracking
• Use templates: Create templates for common responses
• Archive old emails: Keep inbox organized
• Respond timely: Use inbox to ensure no emails are missed
• Track conversations: Use threads to see full conversation history

Troubleshooting

Emails Not Syncing

1. Check email account status is "Active"
2. Verify sync settings are configured
3. Check email provider permissions
4. Review sync logs in Settings

Can't Send Emails

1. Verify email account is connected
2. Check SMTP settings (for IMAP)
3. Ensure permissions are granted
4. Review error messages

Missing Emails

1. Check sync frequency settings
2. Verify correct folders are synced
3. Check email provider filters
4. Review sync logs

Next Steps

• Managing Clients - View client communication history
• Automation & Workflows - Automate email responses
• Settings - Configure email accounts