Getting Started: Setting up Inbox

Here's what you need to do before starting to use Inbox!

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Written by Aimee
Updated this week

Are you ready to get started using LeadSimple's Inbox to manage your team's communication? Let's do it!

To get started, you will need to:

  1. Decide if you want to use direct emails, shared emails or both

  2. Connect these email accounts to LeadSimple

  3. (Optional) Set up a LeadSimple phone number (if you haven't already) to use Inbox for phone calls and text messages

Decide if you want to use direct emails, shared emails or both

Direct Emails - You probably already use direct emails today. A direct email routes directly to you and usually includes your name, like michael@dundermifflin.com.

Shared emails usually route to multiple members of a team and have a generic name like maintenance@dundermifflin.com. They generally help improve collaboration and response times since multiple people are looking at them regularly.

Inbox works well with both direct and shared emails, so we recommend using the email accounts that you already have set up today.

If you only use direct email addresses to communicate with customers today, start using Inbox with those.

If you have shared emails set up, great! Connect those too.

If you don't use shared emails but you want to, follow our guide to choosing which shared emails you should use.

Connect your email accounts to LeadSimple

Follow these steps to connect your email accounts to LeadSimple.

Important: Your email accounts should to be standalone Gmail or Outlook user accounts. They should not be aliases of another account as that makes it difficult to connect to LeadSimple.

Connecting Direct Emails

  1. In LeadSimple, navigate to your user profile

  2. Find "Email Accounts" and open it

  3. Click the + button to add an email account

  4. Type the email address you want to connect

  5. Follow the prompts to connect it

Connecting Shared Emails (only account admins can do this)

  1. In LeadSimple navigate to Settings > Inbox Settings

  2. Find "Shared Email accounts" and click "Add email account"

  3. Type the email address you want to connect

  4. Follow the prompts to finish connecting it

Give your team access

  • Open the email account settings

  • Scroll down to "Users" & open that section

  • Add any users who should be able to see, send, and receive emails from this inbox


Possible Shared Inbox Configurations

You will need to set up and connect a shared email inbox for each department or team. We recommend having a limited number of inboxes, so your customers only have to remember a few emails to communicate with. (Examples: leasing@example.com or maintenance@example.com).

If you are new to using shared inboxes, here are three possible example configurations based on three different team configurations. This is not exhaustive list; there may be a better configuration for your particular company than the ones listed here. Contact us if you have questions about the ideal set up for you.

1️⃣ Configuration #1: One Shared Email Inbox

Your whole team uses one single email inbox (e.g. support@example.com) for all customer communications. All emails sent to your teams' personal business inboxes (e.g. zach@example.com) are forwarded to the shared inbox and users are discouraged from using their personal inboxes at all (for internal communication use Slack, Google Hangouts, etc...). New emails to the inbox are manually or automatically assigned to the correct team members or teams.

Pros: One single email address for your owners and tenants to remember; one shared, collaborative email inbox for your team and managers to monitor; Works for many different team configurations.

Cons: Requires more complex routing configurations to assign conversation to the right people. This can be done in LeadSimple's Inbox using tags and automated routing rules.

2️⃣ Configuration #2: Departmental Inboxes

Each department (Leasing, Maintenance, Property Management) uses a dedicated shared inbox for that department (e.g. leasing@, maintenance@, etc...) for customer communications. Team members may still use their personal business email addresses, but not for customer communications.

Pros: Each department has their own inbox where they know exactly what they're responsible for. Less categorization is needed inside your shared inbox system.

Cons: Owners and tenants have to remember several email addresses and what to use each one for, which is confusing; as a result communications can end up in the wrong inboxes and not get handled as quickly.

3️⃣ Configuration #3: Portfolio, Squad and/or Hybrid Inboxes

The portfolio manager, or squad and their team uses their own shared inbox. It could be named after the portfolio manager (e.g. sally@example.com) to keep a personal touch, but regardless of what you name it, it is shared with all members of the portfolio team or squad and they all use it for customer communications.

In a hybrid model, departments that work with each portfolio team (e.g. leasing, maintenance, etc...) would also work out of the portfolio team's inbox (sally@example.com), specifically monitoring it for the issues that they need to handle. Conversations in each inbox can be tagged with the corresponding departmental team responsible for it to assist with assignment.

Pros: Naming the address with the portfolio or squad leader's name adds a personal touch even though it is shared; owners can continue communicating with the email address they are accustomed to.

Cons: More complex routing and assignment rules are needed. See LeadSimple's automated conversation routing and tagging capabilities.

Provision LeadSimple Phone Number(s)

In order to text through LeadSimple, you will need to provision one (or more) LeadSimple phone numbers in your desired area code(s).

Note that you can have individual phone numbers for each team member (typically the best method for sales agents), or give multiple team members access to the same number (typically the best method for operational teams).

Once you've provisioned a phone number (following the instructions linked above), you will be able to use it to send and receive texts, receive inbound phone calls, and use it as your caller ID when making outbound calls. Learn more about how these features work here.

Now that you've connected your email inboxes and set up your phone numbers, new inbound emails, calls, and texts will create conversations in your Inbox!

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