In this article you will learn who has access to your Triage, how you can share information that comes into your Triage and what to do if you want to share a central inbox, such as a support or sales email inbox.
Access to Triage
Triage acts like a powerful inbox: it includes your emails, notifications and mentions; in other words, everything that relates to you and requires your attention.
Only you have access to your Triage and emails unless you share them by
Adding the contact to your account
Assigning the email to a colleague
Adding the email to a work or contact timeline or
Auto-sharing to that contact
Sharing an inbox
If multiple colleagues on your team share one central generic group email address, here's how to approach the setup in Karbon.
Prior to Karbon, your firm may have used a central inbox (such as firstname.lastname@example.org), which was accessible or forwarded to multiple members of your team. Karbon does not support this specific configuration because it is counter to our philosophy of personal ownership throughout your workflow.
When multiple people check the same inbox, you run the risk that two people will respond, which is inefficient, and potentially confusing to the client if responses are different. Worse, you might have no one respond if everyone assumes someone else is taking care of it.
As your firm grows, you will reach a point where it makes sense to invest in a client ticketing solution. Until then, you can maintain ownership and control throughout your workflow by following these best practices:
Managing multiple email addresses with email aliases
If you would like clients to email a generic address such as email@example.com, choose a single member on your team who will be the designated owner of that address. Set the address up as an email alias on their account with your email provider, and then send a request to Karbon's Support either in-app by clicking 'Help and Feedback' and starting a chat or by emailing firstname.lastname@example.org.
This individual will now receive messages sent to email@example.com in their Triage along with their regular email. Should this person be away from work, change roles, or leave the firm, simply reassign the alias to someone else with your email provider, and ask Karbon to update the alias settings on your account.
The colleague responsible for firstname.lastname@example.org can now simply use @mentions in comments to query teammates and determine the correct assignee. The important thing is that every email is sitting with one specific owner at all times.
Select which email to send from
If you have set up an alias email address in your email client, we can update your Karbon account to allow you to choose what address a new email will be sent from.
Karbon will need to know the details to set this up in your account.
Just drop us a note in Help & Feedback (Main Menu > Help & Feedback > Still can't find what you need?) to start a new conversation with an agent, and give us the following information:
The primary email address you use for Karbon
Alias email address to be added
Would you like this alias to become the default address for messages?
Would you like to be able to send messages from this alias?
We'll alert you once we've made the update on our end and you'll be able to click the arrow next to your default address and select the email address you would like to use. You may have to log out and back in to see the change.
Whatever email address you select, your Karbon username will still appear as the sender on your recipient's end. Your email signature will be the same for both email addresses.
This alias feature specifically relates to alias addresses set up in your email client. It does not allow addresses from two different accounts to be merged in a single Karbon login.
Remote managing emails through Gmail
For firms using Gmail, it is possible to remote manage email accounts on other domains. Once you've confirmed in Gmail that your regular email account can send and receive messages on behalf of a remotely managed address, you can submit a request for that address to be added as an alias to your account. Outlook/Exchange does not currently support this type of remote management.