pplCRM

The shared inbox

Read and answer your organization’s email inside pplCRM, with every conversation attached to the right person.

2 min read

The Inbox is a full email client inside the CRM. The difference from a personal mailbox: conversations connect to contact records, so an exchange with a supporter shows up on their profile’s Emails tab, context nobody has to forward around. When you open a conversation, a person context rail on the right shows who you’re talking to: their tags, issues of interest, and a link straight to their record.

The Inbox belongs to your active campaign
Each campaign connects its own mailbox and has its own Inbox. Connect an Office 365 or Gmail account while a campaign is active and its mail syncs into that campaign; switch campaigns (from the avatar menu) and both the connected account and the visible mail switch with it. Connect a separate account under each campaign that needs one. Connecting under one campaign never touches another’s.

A healthy inbox rhythm

  • Answer oldest first. Each open conversation shows an SLA pill with the time left to reply (it turns amber as the deadline nears, red once it’s overdue), and the Dashboard rolls breaches up into a status.
  • Scan the list by status. Each row carries a chip: Unassigned (needs an owner), Assigned, or Closed.
  • Sync now pulls new mail and reports what changed; the line beneath it shows when the inbox last synced.
  • While replies are sending, the top bar shows a sending indicator with a count; you can navigate away freely.
  • Notifications alert you to activity that needs you. Tune them under Settings in the avatar menu.
Work it like Gmail
The inbox answers to Gmail-style keys: c compose, r reply, e mark done, s star, j/k next and previous, # delete, and more. The full table is in Keyboard shortcuts, or press ? right in the inbox.
Where the response target comes from
Administrators set the email SLA in working hours (plus the working days and business hours that count) under Workspace → SLA Configuration. See The dashboard and SLA health.
Related

Try this on sample data.

Every feature in the docs is live in the free demo workspace — no card, nothing to lose.

Start free