Shared Inbox: How to Create and Manage Team Mailboxes

Shared Inbox: How to Create and Manage Team Mailboxes

Overview

The Shared Inbox feature allows your team to manage messages collectively under a single mailbox—perfect for departments such as Billing, Clinical, or Administrative Support. Shared Inboxes ensure that multiple staff members can view, respond to, and manage messages without relying on individual accounts.

Where to Find Shared Inboxes

Shared Inboxes are managed within your Account Settings. To access them:

  1. Navigate to Account Settings.

  2. Select Shared Mailboxes from the left‑hand menu.

  3. You will see a list of existing shared mailboxes, each with options to Edit or Delete.

Creating a Shared Inbox

  1. Go to Account Settings → Shared Mailboxes.

  2. Select + Create Shared Mailbox.

  3. In the pop‑up window, enter the Name of your new shared inbox (e.g., Clinical Team, Billing Department).

  4. Click Create.

Your new shared inbox will now appear in the list and is ready for configuration.

Configuring Your Shared Inbox

After creating the mailbox, you’ll be taken to its settings page. Here you can:

1. Set Client‑Facing Visibility

Check the Client Facing box if you want clients to be able to message this inbox directly (e.g., Billing Department). Leave it unchecked if the inbox is for internal team use only. 

2. Add Members

Assign staff who should have access to this inbox:

  • Use Select professional(s) to add clinical staff.

  • Use Select non‑clinical staff to add administrative or support team members.

  • Click Add after selecting each member.


All added members will be able to view and respond to messages sent to this shared inbox.
















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4. Save Changes

Click Save Changes to finalize your configuration.

Editing or Deleting a Shared Inbox

  • Select Edit next to any existing mailbox to update its name, members, or visibility.

  • Select Delete to remove a mailbox entirely.

    • Deleted mailboxes cannot be recovered, so ensure no active communication relies on them.

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