A shared mailbox becomes a queue the whole team can see: one conversation per thread, assignment and labels on each, and no more forwarding a message to a colleague to ask who is dealing with it.
You supply:
the mailbox you want to connect.
What the email channel carries
Connect the mailbox you already use
Gmail and Microsoft 365 connect with a sign-in where this installation has those apps configured. Plain IMAP and SMTP work with any provider and need nothing but the mailbox credentials.
Or forward to us
Each email inbox gets its own address. Forward your existing mailbox to it and conversations start arriving without touching your mail provider's settings.
Replies stay on the thread
Outgoing messages carry the reference headers mail clients use, so a customer's reply lands back on the same conversation instead of opening a new one.
Send the conversation as a transcript
An agent can email a full transcript of a conversation to the customer or to a colleague, which is what most handovers actually need.
Attachments
Attachments are supported in both directions, up to the size limit set on your installation (40 MB by default).
Worth knowing
Gmail and Microsoft 365 appear only when the matching application is configured on this installation. IMAP and SMTP are always available and need nothing from us.