Reading and Replying
When you open the Shared Inbox, you’ll see a list of threaded conversations showing the sender, subject, participant count, a message preview, and timestamp. Unread threads are highlighted with a blue dot and bold text.Replying to a Thread
Compose Your Reply
Type your response in the composer at the bottom of the panel. Add CC/BCC recipients and file attachments as needed.
If you’re viewing the shared
sales@ mailbox, your reply comes from that address — not your personal account. Switch inboxes using the inbox switcher to control which address you send from.Other Actions
| Action | Description |
|---|---|
| Star | Mark important conversations to find them later |
| Mark as read | Clear the unread indicator |
| Search | Find threads by subject, sender name, or email address |
| Refresh | Pull in the latest messages on demand |
AI-Powered Drafting
Instead of writing every response from scratch, let your AI agent draft a reply for you.Generating a Reply
The AI agent can draw on:
- Your knowledge base — product docs, FAQs, pricing, and any other files you’ve uploaded
- Conversation history — previous inbox threads for context on the relationship
Auto-Response Modes
Configure how involved AI is on each inbox under AI Settings:| Mode | Behavior |
|---|---|
| Disabled | No AI involvement — you write every reply manually |
| Auto-Draft | AI generates a draft, but you review and approve before it sends |
| Auto-Reply | AI sends responses automatically with no manual review |
Choosing an Agent
Each inbox can be assigned a specific AI agent. This means yoursupport@ inbox can use a support-trained agent while your sales@ inbox uses a sales-focused one — each with its own tone, knowledge base, and instructions.
To assign an agent, go to Email → Inboxes, select an inbox, and choose the agent under AI Settings.
Team Collaboration
Shared Visibility
When an inbox is set to Organization visibility (or is a Microsoft 365 shared mailbox), every team member sees the same thread list:- No blind spots — if someone is out, others can pick up conversations
- No double-replies — everyone sees what’s already been sent
- Consistent voice — replies from shared inboxes come from the team address, not personal accounts
Personal Inboxes
Inboxes connected with Only Me visibility remain private. This is useful for personal prospecting or executive accounts where you don’t need team access.Email and Lead Sync
Emanate automatically syncs email conversations to your lead records. When your team emails a prospect from a connected inbox, that conversation history appears under the lead’s Email tab — giving anyone on the team full context before their next touchpoint. This sync runs in the background, so there’s nothing to configure. Just connect your inboxes and the history flows to the right lead records automatically.Troubleshooting
Messages aren't syncing
Messages aren't syncing
- Verify your inbox is still connected under Email → Inboxes
- Check that the email provider hasn’t revoked permissions (re-authenticate if needed)
- Use the Refresh button to trigger a manual sync
AI drafts are off-topic or inaccurate
AI drafts are off-topic or inaccurate
- Upload more relevant documents to your Knowledge Base
- Check that the correct agent is assigned to the inbox under AI Settings
- Review the agent’s system prompt for gaps in instructions
Can't connect a Microsoft 365 shared mailbox
Can't connect a Microsoft 365 shared mailbox
Emails not appearing on lead records
Emails not appearing on lead records
- Ensure the lead’s email address matches the conversation participant
- Check that the inbox is connected and syncing
Next Steps
Knowledge Base
Upload documents to improve AI reply quality
Lead Management
Manage and enrich your lead pipeline
Agent Inboxes
Set up autonomous agent email handling
CRM Sync
Push synced conversations to your CRM