Audit-Ready Customer Communication with Shared Mailbox

This article is aligned with currently available shared mailbox capabilities in the web app and avoids references to modules that are not open for release.

✨ Practical, production-oriented guidance only - no placeholder features.

👥 Audience

Operations managers and team leads running customer email collaboration in a shared mailbox.

🎯 Operational Focus

The focus for this topic is communication controls and risk management. Common risks include unsafe sender handling, attachment sprawl, low traceability.

🧩 What Teams Can Use Today

• 🔗 Shared mailbox connection and account switching for multi-mailbox operations
• 🗂️ Folder navigation with mailbox context
• ⭐ Unread, All, and Starred filters for queue control
• 🔍 Search and advanced search fields for fast context retrieval
• ✉️ Reply, Reply all, Forward, and draft-safe composition
• 🛡️ Signature management and sender blacklist controls
• 📎 Attachment download and Save All Attachments actions
• 📅 Optional email-to-todo and email-to-calendar conversion

🛠️ Recommended Execution Playbook

1. Maintain the email blacklist in the sidebar settings and review additions weekly.
2. Use Save All Attachments only for threads that require archival or structured handover.
3. Keep responses within shared mailbox threads to preserve an auditable communication record.
4. Use signatures to enforce consistent sender identity and reduce outbound quality variance.
5. Run periodic access reviews for shared mailbox management actions by organization owners.