Overview

In this article, you’ll learn how to start new emails, respond to emails, and work collaboratively with teammates using Heymarket’s shared inbox features.

Before you begin, make sure your email configuration is complete, including domain validation, sender setup, and forwarding. Follow the configuration guide here {{add configuration help article URL}}.

Viewing Incoming Emails

1. Once you have configured the email sender and forwarding as described here {{add configuration help article URL}}, all emails will appear in your shared inbox, alongside SMS messages.
   1. Emails are clearly distinguishable by the yellow email icon to the left of the email thread participants. 
2. There is no need to refresh or update your page
3. Please note that the following filters can be applied to your Heymarket inbox, which could impact the emails you view:
   1. Conversation Status: Open/Close - filters conversations by status you set on it.
   2. Conversation Assignee: Select All or Specific User- filter by email threads assigned to a specific user in the inbox.

How to Send a New Email

1. Navigate to the Inbox where your sender email is configured.
2. Click the New chat bubble, and select Email.
   1. Select Email as the channel.
   2. Enter the recipient’s email (or select an existing contact). You can add up to 10 recipients, including emails in the CC field. For more than 10, use the broadcast or campaigns feature.
3. Enter the subject line and compose the email body.
   1. The email composer supports rich text formatting and attachments.
   2. Click Send.

How to Reply to an Email

1. Open the email thread in your Shared Inbox.
2. Click into the text field labeled “Respond to last email…”. 
3. Type your reply (rich text and attachments supported) and click Send Now. Replies will be sent to all participants and stay within the same email thread.

Collaborating with Teammates

1. All emails and replies are visible to the users that are a member of the inbox.
2. Team members can leave internal comments (not visible to customers) by clicking the “@” button.
3. Change email assignment a teammate to clearly show who is responsible for following up.
4. Manage conversation status (Open and Close) simply by clicking the icon on the top right of the page
5. Contact information can be viewed by clicking the “i” icon to the right of the contact’s name on the right side bar