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Shared Inbox Configuration Options

Learn how to set up your shared inboxes depending on your team structure and what your company needs.

Mohamed AlShammari avatar
Written by Mohamed AlShammari
Updated over a week ago

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: or

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.)

Configuration #1: One Shared Email Inbox

Your whole team uses one single email inbox (e.g. for all customer communications. All emails sent to your teams' personal business inboxes (e.g. 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.

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.

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. 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 (, 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.

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