Shared email inbox in Nutshell

The shared email 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 shared 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 also helps by pulling in useful details from the email like contact and company information. You will also see a short AI summary at the top of the thread so you can quickly understand what the message is about without reading everything right away.

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

The first step requires you to enter the email address you wish to use for the shared inbox. This email address can be changed later and you can also add additional emails to flow into the shared inbox.

The second step requires you to enter the sender name you wish to use for the shared inbox. When you send emails from the shared email inbox, this is the name that will show up in your customer’s inbox. Just like the email address, the name can be changed later.

Your account includes a unique email address that looks something like ibx_i0068e_1ed70ec324@nutshellemail.com. This is the address you will forward emails to so they appear in Nutshell.

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:

Once you have configured email forwarding via Google workspace or Microsoft 365, return to the shared email inbox settings and click the “Send test email” button.

If the forwarding is configured successfully, you will see a “Verified” status badge in the forwarding section.

If the forwarding is not successful, you will see a “Failed” status badge in the forwarding section.

In order to reply to emails from the shared email inbox, you must verify the domain you wish to send from.

If you have already done this through the domains page in Nutshell, you will see a “Verified” status badge in the replying section and no further action is required.

If you have not already done so, you will be prompted to “Start setup”. This process is done via Entri and requires you to add domain records. These records verify your ownership of the domain and are required to send emails from the domain.

For more help with this step, please reference this support article.

Once successfully set up, you’ll see ‘Verified’ statuses for forwarding and replying on the Email address settings page:

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 shared email 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.