Configure a shared inbox

Pipefy's email tool centralizes messages and creates a collaborative inbox for your team. Here is how to set it up.

Grazi Sabatini avatar
Written by Grazi Sabatini
Updated over a week ago

Estimated reading time: 7 minutes

Every pipe has its own email box and email address, which you can use to receive new requests.

Whenever you get a new email, it creates a card you can use to communicate with stakeholders and gather data.

In Pipefy, we call this feature Shared Inbox, because all members of your pipe have access to it.

Use this tool to make email management more agile and have control over all the messages your team exchanges.

In this article, we'll explore:


How to access

Open your pipe and select the emails tab in the header.

Shared Inbox's anatomy

The inbox interface is divided into 4 main areas:

  1. Left side menu with features and shortcuts

  2. Inbox with received and sent emails

  3. Email viewer and composer

  4. Right side menu to view information related to the card and move it through phases

Shared Inbox set up

Since every email received by your pipe's email address creates a new card, you have to choose what information in the email will correspond to fields on the card.

For example, in a Purchase Process:

  • The email sender corresponds to the requester field

  • The email subject line corresponds to the items for purchase field

To set up your Shared Inbox, open it up and click on email settings.

Then, click on the switch button and go to advanced options where you'll be able to match the information in the received email to your pipe's start form fields.

📌 You need specific types of fields on your form to properly match the information with emails:

  • Sender name, recipient, cc, and subject: short text

  • Sender email address: email

  • Body: long text

  • Attachments: attachment

Just in case, here is an article on how to edit a start form.

How to send an email

Click the Compose Email button.

Select the card you want to link this email to.

If there is no card or you want to create a new one, click on +Add new.

While typing your message, it is possible to format the text, add attachments, insert images, links, signatures, and apply email templates.

📌 You can send emails to up to 10 people per message. Check out Pipefy’s email sending guidelines.

Manage emails in the Shared Inbox

In Pipefy, you can add labels and assignees, plus define due dates in emails.

Just open them up, and you'll find a menu with these features.

When modifying these options, you'll also modify the card connected to the email.

📌 When a team member reads an email, it will appear as read to all other members of the Shared Inbox.

Use cases

Here are some situations where the Shared Inbox is very useful:


Create an Email Template to send invoices, so you don't have to type the same message every time you need to charge a client.

And use the Shared inbox to easily get in touch with customers, establish a good relationship and get paid on time.

Customer Support

Use it to receive tickets (cards) and to interact with your clients in a single channel. This will foster your communication and improve your team's efficiency while solving any issues your end-users may have.

The Shared Inbox can also route emails/issues to specific members, send automatic follow-ups, and submit emails to customers informing them of the status of their requests.

Human Resources

Use the Shared Inbox to centralize resumés, submit feedback to candidates on the recruitment process, ask for approvals, submit onboarding/training schedules for new employees, and send emails to notify the entire company on new benefits, policies, etc.

Request Management

Usually, HR and Finance teams deal with several requests from many departments. Since these requests can involve different stakeholders, things can be really messy if you don't centralize communication.

Use the Shared Inbox to get requests, and email automation to easily ask for approvals and contact all parties.


From prospecting to delivering the product, the Shared Inbox will help you keep communication aligned between all parties at every stage of your sales pipeline.

You can use it to call for follow-up meetings, send proposals, ask for signatures, and even for lead nurturing.

Learn how to make the most out of our platform with Pipefy Academy’s free courses.

Join Pipefy's Community to ask questions, share ideas, give feedback about our product, and engage with other members.

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