Shared Triage Overview
Erin Jamison avatar
Written by Erin Jamison
Updated over a week ago

Shared Triage is Karbon's shared inbox feature, which allows you to connect additional email inboxes to Karbon and invite team members to collaborate on and manage these shared inboxes. Like your personal Triage, you and your team can action the emails in the Shared Triage (clear, reply, assign to a timeline, @ mention).

Setting Up Shared Triage

To set up a Shared Triage you need to be an admin. If you are not an admin, please contact your Admin and ask them to set up the Shared Triage for you.

How to set up a Shared Triage:

  1. Navigate to Settings and select Shared Triage.

  2. Click Add Shared Triage.

  3. In the modal, enter the name of your Shared Triage and click Add. This is the name you will see on the side menu of Triage.

  4. Set your sharing settings. The default is ‘Always Share’ but you can change it to ‘Never Share’.

  5. Connect an email account (Office or Gmail) by clicking on the connect button. Your email account must have a password to be added to the Shared Triage.

    Please keep in mind, we do not currently support Google Groups or Outlook’s Shared Mailbox.

  6. Follow the prompts. You will need the credentials for the email account.

If you would like to add multiple email accounts, without limitation, to the same Shared Triage, follow steps 4 and 5.

Invite colleagues into the Shared Triage

Add colleagues to the Shared Triage by clicking the ‘Add Colleague’ button. Any colleague added will have access to the Shared Triage, be able to see emails from the accounts connected and send emails from those email accounts.

Managing Shared Triage and User Accounts

Managing email addresses is crucial for effective communication and collaboration. Here are some important guidelines to keep in mind:

1. Email Address Ownership:

  • Each email address in Karbon is tied to a single entity, such as a contact, a user, or a Shared Triage.

  • When adding an email account to a Shared Triage, ensure that the email address is not already associated with a colleague's login credentials or linked to a contact within the system.

2. Single Membership in Shared Triage:

  • An email account can only be connected to one Shared Triage at a time.

3. Email Address Usage for Contacts and Colleagues:

  • When adding contacts or inviting colleagues to Karbon, refrain from using email addresses that belong to a Shared Triage entity.


Please keep in mind, access is not automatically given if you set up the Shared Triage, so you will need to include yourself if you require access.

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