CRM Sales inbox

The Sales inbox in Nutshell gives your team a central place to receive and manage incoming emails.

If leads are coming in through a shared email address like sales at your company or being sent from other tools, this keeps everything in one place in Nutshell, so your team can see what is happening and jump in when needed. It helps avoid missed messages and makes it easier to work together on incoming conversations.

When an email is sent to your sales inbox, it becomes a thread that your team can view and manage within Nutshell.

Each account includes a dedicated Nutshell email address. Once you forward your emails there, every incoming message becomes a thread. From there, you can assign it to a teammate, reply to it, and decide if it should become a lead.

Nutshell AI helps you quickly understand each email by pulling useful details like contact and company information and showing a short summary at the top of the thread.

It reads the full email to understand the message and uses that context to support how your inbox is organised. This includes:

This means your team spends less time sorting messages and more time responding to real conversations.

Getting set up requires a few steps. You can start by connecting one shared email address. Navigate to Engagement > Setup > Sales inbox.

Once you are there, you will see two tabs at the top of the page:

On the Email addresses tab, click Add an email address to open the setup panel.

In the panel, you will see two fields:

Once both fields look right, click Add email address to save it. This email address can be changed later and you can also add additional emails to flow into the sales inbox.

As soon as you click Add an email address, Nutshell opens the Email address setup panel which walks you through setting up automatic forwarding and outbound messaging, so your team can start receiving and replying to emails right away.

Automatic forwarding brings emails sent to your existing shared address into Nutshell, so every message shows up as a thread your team can work from.

Open the Automatic forwarding section in the panel to see two simple steps:

Once forwarding is working, this section will show a friendly Verified badge, both in the panel and on the Email addresses tab.

To bring emails into Nutshell, you will need to set up forwarding from your current shared address.

If you are using Google Workspace or Microsoft 365, follow the steps below.

Step-by-step instructions:

Step-by-step instructions:

Outbound messaging is what lets your team reply to emails directly from Nutshell, using your shared address.

Open the Outbound messaging section in the panel.

You will be asked to verify your domain in Domains, so click Go to domains to get started.

Verifying your domain is handled through Entri, and asks you to add a few domain records. These records confirm that you own the domain, and are required before you can send emails from it. This step will not update instantly, in most cases it wraps up within an hour, but it can take up to 48 hours depending on your domain provider.

Once your domain is verified, this section will show a friendly Verified badge, both in the panel and on the Email addresses tab, and your team will be ready to reply from the shared inbox.

For more help with this step, take a look at this support article on setting up custom domains.

Once both Automatic forwarding and Outbound messaging show Verified, either in the Shared address setup panel or right in the Email addresses table, your shared inbox is ready to go.

Nutshell includes a spam filtering setting that helps you automatically manage unwanted emails in your shared inbox.

When this setting is turned on, Nutshell AI reviews incoming emails and helps decide whether they should:

You will find this setting in the Spam filtering section, on the Inbox rules tab of your Sales inbox page.

You can:

You can also guide how AI spam filtering behaves by telling it which emails to always trust and which ones to block. This helps improve accuracy and keeps your inbox aligned with what matters to your team.

Nutshell AI filters out emails that are not relevant so your inbox stays clean and focused. These emails will be:

When a prospect emails your team directly, Nutshell AI treats it as a real opportunity. These emails will be:

Some emails come from platforms or providers like G2, Zoom etc but include details about a real person in the message. Nutshell AI separates the sender from the actual opportunity so the correct person becomes the lead. These emails will be:

Some emails are informational and do not represent a sales opportunity, such as invoices or receipts. These emails will be:

Emails marked as spam are not deleted. They are simply moved out of your main inbox.

To review them:

From here you can:

Nutshell can automatically create a contact for you from new inbound emails, so your team never has to add someone by hand just because they sent you a message.

You will find this setting in the Contact creation rules section, under Automatically create contacts, on the Inbox rules tab. When this is turned on, Nutshell creates a person record whenever an email comes in from someone who is not already a contact in your system.

If you would like more control over when this happens, click Add rules to set up the conditions that matter to your team.

You can set up rules so that Nutshell automatically creates leads from new inbound emails. Nutshell uses AI to read the email and extract contact and company information from signatures, making it easier to capture leads without manual entry.

You can also choose a pipeline for these leads and add a tag to help organize and track them. This is especially helpful if your team receives many new inquiries and wants every lead to be properly tracked from the moment it arrives.

Inbound emails can be handled in a way that works best for your team. You can select Round-robin assignment so new messages are distributed evenly among teammates, making sure no one gets overloaded.

If you prefer, you can assign all incoming emails to a specific person by selecting their name from the dropdown. Or you can select Nobody leaving threads unassigned, and allow your team to pick them up and assign them manually from the sales inbox.

When a lead is created from a thread, the conversation automatically follows the lead owner, keeping everything connected and easy to manage.

Access your email threads under Engagement > Inbox > Email.

Threads are where your team reads, replies, and collaborates on incoming emails. They keep the full conversation in one place, including incoming messages, replies from your team, and any internal notes.

If you want to leave a note for your team, you can add an internal note right from the top of the text box. Click the arrow dropdown and select Add internal note. Your note will be attached to the thread but will not be sent to the customer, making it a great way to share context, reminders, or updates with your team.

When replying to emails, you can choose the Use your signature checkbox to automatically include your email signature. You can also format your email with rich text, add images, and make your emails look exactly how you want before sending.

To help you stay organized, each thread has a status.

New, open threads are active conversations. Closed threads are finished, and spam threads are filtered out so they do not clutter your workspace.

If a closed thread receives a new reply, it will reopen automatically so nothing slips through.

When a thread is assigned to you or a response is received, you’ll receive an in-app notification. This way you are up to date with the status of your chat and can act accordingly.

Yes. Once your domain is verified, you can reply directly from the Sales inbox and your customers will see your configured sender name.

Yes. You can turn it off at any time from your Sales inbox settings.

No. They are moved to the Spam view so you can review them if needed.

AI reads the full email content. If the message includes details about a different person, that person can be created as the lead instead of the sender.

Yes. You can mark any thread as spam or not spam, and AI will learn from that over time.