Learning Center

Learn about the different user roles and their permissions.

Configure user availability and work schedules.

Set user assignment preferences and message limits.

Understand the different automatic email assignment methods.

Route follow-up messages back to the original handler.

Automatically unassign messages when a user's shift ends.

Understand rule processing order and how rules interact.

Create rules to automatically assign emails based on conditions.

Set up rules to automatically tag incoming emails.

Configure automated responses and email forwarding rules.

Overview of email templates and how they speed up responses.

Build and edit reusable email response templates.

Learn how tags help categorize and track emails.

Create and configure tags for your shared mailboxes.

Explore advanced tagging features and multi-tag workflows.

Overview of the alerting system and notification types.

Set up alerts for unanswered emails to prevent missed messages.

Combine alerts with tags for targeted notifications.

Learn how mailbox schedules control assignment and availability.

Set up and edit schedules for your shared mailboxes.

Configure holidays and sync them to user schedules.

Understand SLA tracking and how it improves accountability.

Configure reply time and resolution time SLA targets.

Learn how Conversation ID links related messages together.

Add Conversation IDs to email subjects and customize the format.