Shared mailboxes — sales@, support@, hello@ — present a coordination problem: who replies, when, and how do we ensure nothing falls through?
Connect the shared mailbox
- Connect the shared mailbox account via OAuth (delegate access in Gmail/Outlook) or via IMAP.
- In the Email Hub, set the account type to "Shared". This unlocks team-routing features.
Routing rules
Define rules that route incoming messages to specific team members based on: subject keywords ("invoice", "demo"), sender domain (existing customer vs new prospect), or the AI agent's classification of intent. Routing rules live under /app/email → Shared mailbox settings → Routing.
AI triage
Enable AI triage to have an agent read each incoming message and classify it: lead inquiry, support request, billing question, internal noise. The agent assigns a priority (P1 to P4) and routes to the right person. Operators can override any decision.
SLA tracking
For support@, configure an SLA: first response within X minutes/hours, full resolution within Y. The dashboard surfaces any thread breaching its SLA. Escalations trigger automated reminders to the team.
Tips
- Start with two routing rules and expand. Over-engineered routing is harder to maintain than to write.
- Audit AI triage decisions weekly for the first month. After tuning, the agent reaches 90%+ accuracy on enterprise B2B mailboxes.
- Auto-acknowledgement replies feel impersonal — better to have the AI agent draft a tailored first reply in seconds.