Managing Emails in your Shared Mailbox

Updated a minute ago ​by Deepanwita

Every user can see the Shared Mailboxes on the left Gmail pane. In the following screenshot 'Support' is the Shared Mailbox.

An email that has reached the Shared Mailbox can have any of these three states.

Open

  • This is the default, initial status of an email in a Shared Mailbox. In other words, when a new email comes in a Shared Mailbox, then it is in the 'Open' state. The 'Open' state indicates that the email needs your attention.

Closed

  • When an email/ email thread has reached its logical resolution, then the user can change its state to 'Closed'. The 'Closed' status indicates that the email is resolved.

Pending 

  • You can set a email/ email thread to 'Pending' state if you are  waiting to hear back from a customer, or you just need to time to gather more information. This status can be set on emails where you have sent a reply but the complete resolution has not been done.

An email/ email thread can be in any one state (Open, Closed or Pending) at a time. 


How to change the status of an email

Click on the drop down on the Hiver widget on the right pane of Gmail to choose any option (Open, Closed or Pending).


Email Assignments

When any new email reaches the Shared Mailbox, it appears in the 'Unassigned' section of the Shared Mailbox for all the users of the Shared Mailbox.  You can assign an email to yourself or anyone else in your team. 

Emails sent to the Shared Mailbox don't appear in the Gmail Inbox of a user, until the email is assigned to the user. 

How to Assign an email

  •  Click on the drop down 'Unassigned' in the Hiver widget on the right pane of your Gmail to find a list of all the users on the Shared  Mailbox to whom the email can be assigned. 
  •  Select on any user to assign the email to.

When you assign the email to someone, it disappears from the 'Unassigned' section of the Shared Mailbox and appears in  the Team folder of the Shared Mailbox. The person to whom you have assigned the email will also get a notification in their Gmail.


Find the emails assigned to you 

Click on the 'Mine' link under your Shared Mailbox to see the emails which are 'open' and assigned to you


Locate 'Open', 'Closed' and 'Pending' emails

Find all the 'open' emails
  • All the 'open' and 'assigned' emails can be found in 'Team' folder of the Shared Mailbox


Find all Closed Emails in a Shared Mailbox

Click on the 'Closed' link under the Shared Mailbox to see the list of 'Closed' emails 


When a new email arrives on a Closed email thread, Hiver will automatically 'Open' the whole thread under the name of the user to whom it was last assigned. The email will also show up in their Inbox.

Find all 'Pending' emails for a Shared Mailbox

Click on the 'Pending' label in the Shared Mailbox to see the list of 'Pending' emails 


When a new email arrives on a 'Pending' email thread, Hiver will automatically 'Open' the whole thread under the name of the user to whom it was last assigned. The email will also show up in their Inbox.

Collision Alert

The Collision Alert feature alerts you if you’re going to reply to an email in the Shared Mailbox that someone else is already replying to. This is very useful in customer support, where customer queries reach many agents, and anyone can start replying to any of the queries. This is how the collision alert looks like


If a user starts replying to an email and navigates away; or closes the Gmail tab without sending; or trashes the email, then the collision alert immediately disappears for other users. If she starts replying again, the collision alert will come back for the other users.
If a user starts replying to an email and puts her laptop/pc in sleep mode, then the collision alert will be visible to other users for the next 10 minutes only. 

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