Team workflows
Organizing the shared inbox
Clarify ownership, priorities, and the context your team shares.
Start with ownership
Every conversation needs a responsible team or person. Avoid categories that describe everything without helping the team decide who acts.
Make priority understandable
Choose a small set of criteria the team can explain: urgency, request type, channel, or customer context. Rules should remain verifiable.
Preserve context
Previous answers, the Shopify order, and the reason for a transfer should follow the conversation. Customers should not repeat information that is already available.
Review the system
Look for misrouted conversations and unclear ownership. Adjust rules gradually instead of adding another category for every exception.
Steps in the application
- Open a conversation and check the account, channel, contact and history.
- Choose the assignee, priority and labels appropriate for the request.
- Use a canned response or macro after checking it; adapt the draft to the customer.
- Send the reply and update status only after the necessary follow-up.
Visible options depend on role, enabled features and plan. If an option is missing, ask an administrator to check account entitlements.