Workflows for Shared Mailboxes
Workflows are part of the Shared Labels Configuration (https://gmelius.io/shared-inbox) The feature is offered exclusively under Gmelius' Team and CRM plans.
Gmelius offers you 3 different workflows to associate with a shared mailbox:
Let's see how each one works:
A) Ticketing Workflow
Recommended for support@, sales@, info@, and other mailboxes where the customer experience delivered is a priority. This workflow has the same logic as the ones applied in ticket management via a typical Helpdesk solution.
> Locate Shared Emails
When any new email reaches your shared mailbox,e.g., email@example.com, it will appear in the 'UNASSIGNED' section (left Gmail Pane) for all the users added to the Shared Mailbox.
Any email that reaches the Support Shared Mailbox, by default will have the OPEN initial status.
> Assign Shared Emails
You can further assign an email to anyone in your team.
You can do so either directly from your email list view or from inside an email conversation by using the Gmelius ticketing widget located on your right Gmelius pane (click on the Gmelius logo, if doesn't automatically expand).
- Click on the drop-down 'Assign to' in the Gmelius widget on the right pane of your Gmail to find a list of all the users in the Shared Mailbox to whom the email can be assigned.
- Select on any user to assign the email to.
Alternatively, from the email list view: From the drop-down list of team members the conversation has been shared with, double-click on the grey box of the team member you wish to assign the conversation to. The box, once the conversation has been assigned will be reverted to blue.
> Change the status of an email
You can assign any offer the following three status options on a ticket/email conversation:
OPEN is the default, initial status of an email in your support mailbox.
When a new email comes in the 'Open' state will be automatically attributed.
PENDING You can set an email conversation to a 'Pending' state.
- You can locate all 'Pending' emails by clicking on the 'Pending' label in your left Gmail pane.
CLOSED When an email (or email conversation) has reached its logical resolution, then the user can change its state to 'Closed'. The 'Closed' status indicates that the email is resolved.
- Click on the 'Closed' folder to see the list of 'Closed' emails.
When a new email arrives on a Closed email thread, Gmelius will automatically 'Open' the whole thread under the name of the user to whom it was last assigned. If not an assigned conversation, it will pop back into the unassigned folder.
> Add Tags
Click on the Tag field and type in the tags you need apply to give context to a customer query, e.g., issue, issue resolved, feature request.
When a tag is created, it will be stored and be available in a drop-down suggestion list next time you wish to apply a tag to a conversation.
> Replying: Send & Close
When replying to shared emails, you can opt to send the reply and close the conversation and do not change the assignment.
B) Inbox Workflow
This workflow can be used when you need to automatically sync a shared inbox with the respective inboxes of your team.
> Locate Shared Emails
When any new email reaches your shared mailbox,e.g., firstname.lastname@example.org, it will appear in the inbox of the shared mailbox and in the respective inboxes of all users added to the shared label rule.
New email conversations and replies will automatically sync in all team inboxes as well.
C) None - sync shared emails under a shared label
Now if you prefer your team to keep simply notified of new conversations coming into a Shared Mailbox but don't want said emails to
All shared emails will be stored under a specific name in the Shared Label section of your left pane under.