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01Communication · module

Shared inboxes and team queues

Shared inboxes like info@ or sales@ with claiming, handoff, and delegation

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  • Email account
  • Email
  • Email assignment
  • Inbox delegation
  • Email access
  • Email access request
13
capabilities
6
record types
3
automations
0
integrations and AI tools

02What the module does

Less routine. More value.

Draivix supports shared inboxes where a team works on the same mail together: team members claim a message, hand it off to a colleague or another team, escalate it, and mark it as resolved. You control access across preview, reply, and full access levels, including temporary delegation. Your business always knows who owns which message, and nothing goes unanswered.

  • Every inbox has its own typeYou can configure an email account as personal, shared, or forwarded. Shared addresses like info@ or sales@ operate differently in the system from an individual's mailbox.
  • Control who reads and who repliesFor a shared account, you set the default access level: preview, reply, or full access. You decide who can only monitor incoming mail and who is allowed to reply to customers.
  • Your own read statusRead status in a shared inbox is tracked per user. When a colleague opens a message, it stays unread for you so you never miss it.
  • Dedicated queue for every teamEvery team has its own message queue where members pick up work themselves or have it assigned by a team lead. Everything waiting for the team is visible in one place.
  • Clear ownership of every messageA team member can claim a message, release it back, hand it off to a colleague or another team, or escalate it. Your company always knows who is currently handling each message.
  • Message status at a glanceEach message has a status: new, claimed, in progress, waiting, or resolved. Looking at the queue shows what is actively being worked on and what is waiting—for instance, for a customer's reply.
  • Full audit trail of handoffsThe history logs who handed off a message, to whom, and to which team. Team leads can see right away where a customer inquiry was delayed.
  • Keep the whole conversation with one personYou can assign an entire thread to one person, not just a single message. During longer discussions, the customer always hears back from the person who knows the full context from the start.
  • Cover during vacationsDelegate an entire inbox or selected folders to a user or team with a start and end date. Mail keeps moving while you are away on leave, without anyone having to share account credentials.
  • Revoke delegation anytimeYou can revoke a delegation at any time, and the system logs who revoked it. Inbox access stays under control and remains auditable whenever you need to look back.
  • Access on request, never automaticAnyone who sees a locked message in a customer's history can request access. The request is approved or rejected, ensuring no message is opened without an authorized person's decision.
  • Share a message as read-onlyYou can share a message via a read-only link. Anyone who opens it can read the message, but cannot create another link from it. Loop in a colleague without opening up your entire inbox.
  • Admin-controlled accessAn administrator can grant or revoke inbox access—including from the command line when needed. Team changes are reflected in permissions immediately without chasing down individuals.

What is currently in progress

  • Automatic mail distribution across a team (round-robin or load-based) can be configured on an account, but the system does not execute it in this version. Team members pick up messages themselves or a manager assigns them.
  • Filter-restricted delegation does not grant access to any messages yet. Delegating an entire inbox or selected folders works as expected.
  • The “send on behalf of” and “notify delegator” options are saved on a delegation, but are not enforced yet.
  • Processing statuses do not enforce a fixed sequence of steps; the system does not restrict which status a message can move to next.

03How it works

How it works step by step.

  1. How it works

    An email account can be personal, shared, or forwarded. For a shared account, you set a default access level: preview, reply, or full access. Read status is tracked separately for each user, so when a colleague opens a message, it will not be marked as read for you.

    Read in detail

    Each team has its own message queue. A team member claims a message, starts working on it, and marks it as waiting for the customer or resolved. They can return the message to the queue, hand it off to a colleague or another team, or escalate it.

  2. Handoff history

    Every claim, release, handoff, and escalation is logged in the message history: who handed it off, to whom, and to which team. Managers can easily see where a message was held up. You can also work with an entire thread at once.

  3. Delegation and access requests

    You can delegate your inbox to a colleague or an entire team—either the whole inbox or selected folders only. A delegation includes an access level, start and end dates, and can be revoked at any time. It is ideal for vacations or temporary cover.

    Read in detail

    Anyone who comes across a message in a customer's history without having access can request it. Everyone with full access to the message receives a notification. Once approved, the requester can view the message and is notified of the decision.

  4. Access security

    Access to a message is granted in only four ways: account ownership or sharing, access granted to a specific message, delegation, or an active share link. A share link is read-only and cannot be used to generate another link. Inbox administrators cannot browse other users' inboxes in a list—they can only open a specific message.

04What runs automatically

Automations that save time.

  1. Access requests never go unnoticed

    When someone requests access to a message, the inbox owners receive a notification. Owners do not have to check for requests manually, and the requester does not have to chase anyone outside the system.

  2. Requesters are notified of the outcome

    As soon as an access request is approved or rejected, the requester receives a notification. They do not need to follow up, and once approved, they can view the message right away.

  3. Delegation expires on schedule

    When the end date arrives, the delegation expires automatically. Inbox access never lingers after someone returns from vacation just because they forgot to revoke it.

05Frequently asked questions

Does Draivix support shared inboxes like info@?

Yes. You mark the account as shared, set the default access level, and the team works on the same mail with an individual read status for each person.

How do I know who is handling a message?

A team member claims the message, and the record shows who is working on it and its current status. Every handoff and escalation is recorded in the history.

Can I hand over my inbox to a colleague while on vacation?

Yes. A delegation specifies the deputy or team, access level, folders, and validity period. You can revoke it at any time.

Does Draivix distribute incoming mail across the team automatically?

Not in this version. Automatic assignment settings are saved, but for now team members claim messages themselves or have them assigned by a team lead.

06Related modules

Modules that work great together.

All modules in Communication

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