The whole team works the same thread.
A shared address, with an owner, a state and an internal note held on every conversation, so the team answers from one record instead of from memory.
What TeamEmail covers
Assignment, internal notes, templates, signatures, snooze and scheduled send all have a place here. A thread can also raise a quote or a customer, and that record keeps the reference back to where it came from.
TeamEmailby SorviAI
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- Any single SorviAI app, named at checkout
- Your own workspace on its own subdomain
- Included seats, flat per organisation
- Roles and permissions for every seat
- Two-factor authentication and an audit trail
Inboxes
My work and shared inboxes
Every conversation assigned to you collects in My Work, sorted by where it stands. A shared inbox belongs to the team, and your own inbox sits in the same sidebar beside it.
- My Work, sorted by state
- Open is what is waiting on you right now, Later is snoozed or waiting on somebody else, and Done is answered, closed or archived - the three groups the sidebar sorts into.
- A shared inbox belongs to the team
- Everyone given access works the same queue, so a conversation is picked up by whoever is free rather than forwarded on to whoever might be.
- Your own inbox is in the same sidebar
- A private inbox and the team mailboxes are listed together, so a working day takes one application.
Collaboration
Live chat inside the thread
Who has a conversation open and who is typing in it both show as it happens, and an internal note reaches everyone watching the thread the moment it is saved. The customer sees only the replies actually sent to them.
- Who has it open, and who is typing
- The people viewing a conversation are listed on it while they are there, and a colleague part way through an answer shows before the reply does.
- A note arrives live, and threads
- An internal note reaches everyone with the conversation open as it is saved, and a reply to that note opens its own thread beneath it.
- @mention brings a colleague in
- Naming somebody in a note subscribes them to the conversation and notifies them in the same moment.
Channels
Multiple channels in one inbox
A shared mailbox, a distribution group and an alias can all point at the same inbox, which reads them as one list. A reply leaves from the address the mail arrived on.
- Every channel feeds one list
- The inbox reads every channel assigned to it as a single unified list, in one place rather than one tab per address.
- A mailbox, a group or an alias
- support@ can run as a shared mailbox, orders@ as a distribution group and help@ as an alias, and each is a channel the same inbox holds.
- The reply leaves from the right address
- A conversation keeps the channel it arrived on, so the answer goes back out from that address, under the signature set for it.
Assignment
An assignee on every conversation
Taking a conversation puts your name on the record and moves it into your My Work. The rest of the team can see who holds it, and handing it on moves it just as fast.
- Taking it puts it in your My Work
- An assigned conversation joins the assignee's own list, where its state decides whether it sits under Open, Later or Done.
- The team can see who holds it
- Ownership sits on the conversation itself, so whose it is reads off the record rather than out of somebody's memory.
- Handing it on is one move
- Reassigning a conversation moves it into the new assignee's My Work, carrying the thread, the notes and the state with it.
FAQ
Questions about TeamEmail
Answer every customer from one shared inbox
Connect a shared address and work it for a week.
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