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The Shared Inbox is part of a pipe. You can use this feature to send and receive emails, centralizing all messages exchanged in one place.
This tool fosters collaboration and productivity among the team and gives you control and full visibility of the messages exchanged.
In Shared Inbox, you can add priority tags, select assignees, set deadlines, and much more. You can also use email 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
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).
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 Emails.
Cards are created automatically whenever a new email arrives at your pipe’s 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.
With the Shared Inbox, you’re able to keep all information exchanges in Pipefy, plus use our other email management features.
🔔 Attention: If you download a Shared Inbox template from the Template Gallery, it will already come with the mailbox 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.
How to send emails in Pipefy
The inbox interface is divided into four main areas:
The left side menu, where we find features and shortcuts
The column in which you see sended and received emails, sender name etc
The content of the emails and the editor for replying the messages
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 your team's email management. We find the buttons Add Label, Mark As Read/Unread, Add Assignee, and Due Date 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.
You can also print the email if you want to.
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 have different priority levels or labels, 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, 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.
To recharge your Shared Inbox and find out if there is a new message, click on the refresh button.
Use the arrows below the second column to navigate back and forward between newest and oldest emails.
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.
You can also set an email template as default when creating a new email.
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 automations. Automations happen following events you define, when certain criteria are met.
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 — 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 different phases. For example, when the request is resolved, you would 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 phases, 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 will 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 thepPipe email address and the email address of each one of the cards is automatically generated by Pipefy and contains 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.