Live presence
Online, away and offline dots for your teammates, driven by a browser heartbeat with an idle threshold you set for your account.
Team collaboration
Talk about the thread, inside the thread.
Most of the work behind a good reply happens before it’s sent: the question to Finance, the “has anyone seen this before?”, the handover to the team that actually owns it. All of that belongs on the conversation, not in a side channel.
Private notes and @mentions.
Leave an internal note on any conversation. It sits in the timeline alongside the emails, in order, visible to your team and invisible to the customer. There is no path by which a note can be sent.
- @mention a teammate to pull them in; they get an in-app and desktop notification
- The mention picker only offers people who can actually open the thread
- Notes stay with the conversation when it’s transferred or shared, so context travels with the work
- No more forwarding a thread to a colleague and losing the reply
Transfer: hand it to the right team.
A sales enquiry landed in Support? Transfer it. Ownership moves to the other team’s inbox, the old assignment is cleared, and the thread disappears from your list and appears in theirs.
The important part is what doesn’t change: the conversation keeps the mailbox it arrived on. The customer stays in one unbroken thread with support@, and when they reply, that reply follows the conversation into its new home instead of starting a fresh thread back where it came from.
- The receiving team is notified the moment it lands
- The transfer is recorded in the timeline, with both teams named
- History, notes, tags and attachments all move with it
Share: borrow another team, keep the thread.
Sometimes you don’t want to hand the work over. You just need someone else’s answer first. Share the conversation with another team and they can read it, add notes and reply, while your team keeps ownership.
- Shared threads appear in the other team’s Shared with me view, never cluttering their own open list
- Sharing is what makes that team’s people mentionable on the thread, so access stays explicit and auditable
- Unshare at any time; both the share and the unshare are recorded
- Share with as many teams as the question needs
Everyone sees the same inbox, at the same time.
The list updates itself. Nobody has to shout “I’ve got this one” across the office.
Four kinds of notification
Mentions, assignments, new mail on a thread you follow, and threads another team has shared with you, in-app and on the desktop.
Real-time lists
New conversations, replies, assignments and status changes appear in every open browser without a refresh.
A timeline you can trust
Assignments, tags, status changes, transfers and shares are all recorded on the thread, with who did it and when.
Access that follows the work
People see the inboxes they belong to, plus threads shared with those inboxes, and nothing else.
Mentions across teams
Once a thread is shared, the other team’s people become mentionable on it. Before that, they’re not. No accidental exposure.
Stop CC-ing each other on your own mail.
See how transfer and sharing work on a thread that looks like yours.