Inboxes and who sees what

An inbox is a team’s set of threads. Every business starts with one. With Pro you can add more, such as Sales, Service and Parts, so each team only sees its own customers. There’s no charge per inbox.

Who sees what

Only members of an inbox see its threads. People who aren’t in an inbox aren’t told it exists: not in search, counts, reports, notifications or contact pages.
Owners and admins see every inbox.
Locations never limit what anyone sees. They’re places, with addresses and opening hours. Use inboxes to keep teams apart.
Contact details are shared across the business. One contact can have a thread in each inbox, such as one in Sales and one in Service. Notes and messages stay inside their inbox.

While you only have one inbox (or can only see one), Threadkite doesn’t mention inboxes at all.

Your inbox

Go to Settings > Inbox. You’ll find:

Your inbox email address: give it to customers, lead providers and the systems you use, and forward your own mailbox to it. See Email.
People: who’s in it. Click Choose people to change this.
Replies and routing: who gets new leads, the reply target, and your out-of-hours replies. See Assignment rules.

Add another inbox

Owners and admins can add inboxes with Pro.

Go to Settings > Inbox and click Add another inbox.
Choose a suggestion, or Something else to name it yourself.
Fill in the Name, What it’s for and Who’s in it.
Save. The new inbox gets its own email address.

Once you have two or more, the page is called Inboxes, and you can switch between them at the top of the inbox list or choose All inboxes.

Change an inbox

Open an inbox on the Inboxes page to:

rename it or change What it’s for
add or take out people (Add people, or Tick everyone)
set its Reply within target
give it its own Email signature (leave it blank to use your business’s)
Make default: the default inbox takes leads and email with nowhere else to go
Archive it: this hides it from the switcher and pickers. Its threads and addresses still work. Use Bring it back to undo.

Move a thread to another inbox

If a thread landed in the wrong inbox, open More actions and choose Move to another inbox…. If the contact already has a thread there, the two are joined. To move just one message, use the message’s menu.