If you prefer, watch a quick video about the feature:

The Shared Inbox is a brand new way to send and receive emails within Pipefy, centralizing all messages exchanged in one place. Foster collaboration among the team and gain control and visibility of messages exchanged among all who accesses the team's emails.

The Shared Inbox is part of a process (a pipe) within Pipefy. That's why you can use more robust and smart features than a regular email inbox, such as adding priority tags, selecting assignees, setting deadlines and much more. In addition, it is possible to use templates and automations, making email management more agile and saying goodbye to messy mailboxes.

In this article, you will learn how to:

  • Configure Shared Inbox

  • Send emails from Pipefy

  • Create email templates

  • Automate email sending

  • Manage your email flow

  • Configure custom emails

Configure Shared Inbox

All emails inside Pipefy are linked to a card. The card is a Pipefy element that centralizes exchanged emails, information and tasks related to it. To send an email, it is mandatory to connect it to a card or create a new one (which happens automatically when you create a new email in your Shared Inbox).

Pipes, which can represent Shared Inboxes of a team, such as [email protected] / [email protected] / [email protected], have their own email address, generated automatically by Pipefy.

It is possible to use a pipe that you created previously as a Shared Inbox as well, without having to create one from scratch. Just change the way to view the process, in the pipe header, and choose Email.

Cards are created automatically whenever a new email arrives at your pipe email address. Therefore, it is necessary to configure which information in the email will be equivalent to the fields on the card. For example, the sender email field is the equivalent of the requestor email field.

It’s with this first email received that all information exchange takes place and that you’re able to use other email management features in Pipefy.

🔔 Attention: If you download a Shared Inbox template from the Template Gallery, it will already come with the inbox fields pre-configured. You can always adapt the fields and customize the template however you like. If you create a pipe from scratch or are going to configure emails on an existing pipe, you will need to configure the equivalent fields.

Learn how to set up your email inbox.

How to send emails on Pipefy

The inbox interface is divided into four main areas:

  • 01: the left side menu, where we find features and shortcuts;

  • 02: the column in which you see received emails, sender name etc;

  • 03: the content of the emails and the editor for replying the messages;

  • 04: the right side menu, which has information related to the phase and the card.

To send an email, click the Compose Email button located in the upper left corner. Select the card you want to link this email to. If there is no card, click on +Add to create an email from scratch (a card will be created automatically).

There are different resources you can use to improve the team's email management. We find the buttons Mark As Read, Add Assignee, Due Date and Add Label options in the top menu of the email. These actions are linked to the card and not exclusively to the email you’re viewing, as the same card can have multiple messages, with replies, forwards and more.

Assign team members for specific emails so it's clear who should respond to whom. With due dates, easily prioritize which emails near the deadline or not.

Labels can be different priority levels or whatever you want, such as customer type, categories and much more. The email body works like the email boxes you already know: format texts, add attachments, insert images and signatures, forward to different recipients etc.

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

Create email templates to save time

Create email templates with dynamic fields that automatically fill in information selected by you. This way, you can save time with repetitive messages and ensure that all necessary information is sent correctly. To do so, click on the Email Templates button on the left side menu and create a template that meets your needs.

Learn how to create email templates.

Similar to dynamic fields in email templates, you can also create canned responses, which are pre-populated response templates. To choose a canned response when writing an email, click on the icon next to the Send button. The menu will open and you will be able to choose or create new dynamic responses for your emails.

Email automation for a streamlined message flow

For a streamlined and error-proof email flow, create email template automation. Automations happen following events you define when certain criteria are met.

Learn how to do email template automations.

Manage the email flow from the Shared Inbox

The emails inside the Shared Inbox are elements of a process in Pipefy, which is composed of different phases. These phases are customizable, steps in the process to its completion. In the case of the Shared Inbox, phases that the email goes through until it is finished — such as execution, approval, escalation, pending issues, etc.

The last column of the Shared Inbox contains information related to the card and the phase. At the top, you can check card details and below you can move the card in phase. For example, when the request is resolved, you move the card to the Done phase.

This way, you get control over your email flow and know in which phase each email is. Just below the option to move phase cards, you can add comments. Here, you can tag team members and write comments that are only saved within Pipefy; recipients do not see exchanged messages here. Thus, all communication is centralized in one place.

Change the way you view the process whenever you want. For example, when you click on Kanban, you see a table with all the phases arranged with columns next to each other, and cards with the emails exchanged on a certain subject. You can switch between these view modes at any time.

Configure email redirection to the Shared Inbox

Both the pipe address and the address of each one of the cards are automatically generated by Pipefy, and contain several random characters. You can redirect an existing email, such as [email protected] to the Pipefy email and receive all emails directly in the Shared Inbox.

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