Shared Inboxes

Overview

Shared Inboxes allow multiple care team members to send and receive email from a single, team-owned email address (for example, [e-mail]). Administrators create and manage shared inboxes in the Admin Portal. Care team members can view and use shared inboxes in the Care Portal.

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Accessing Shared Inboxes

1. Log in to the Admin Portal
2. In the left navigation, click Shared Inbox
3. The Shared Inboxes list page opens

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Selecting an Environment

Shared inboxes are scoped per environment (instance). Use the Environment dropdown at the top of the list to switch between your environments.

Note: The New button is disabled if the selected environment has no mailbox domain configured. Contact your Welkin Implementation Manager to have a domain set up before creating inboxes.

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Creating a Shared Inbox

1. On the Shared Inboxes list page, click New
2. Fill in the inbox details:

Field	Required	Description
Inbox name	Yes	The display name shown to care team members (e.g., "Care Team Inbox")
Email address	Yes	The local part of the inbox address (the part before @). Only letters, numbers, and . _ - are allowed. The domain is set automatically from your environment configuration and cannot be changed after creation.
Description	No	An internal note to help your team identify the inbox's purpose
Color	No	A color swatch used to identify the inbox visually in the Care Portal
Signature	No	Text automatically appended to replies sent from this inbox
Assign on first reply	No	When enabled, the conversation is automatically assigned to the first care team member who replies

1. Click Save

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Editing a Shared Inbox

1. On the Shared Inboxes list page, click the row for the inbox you want to edit
2. Update the fields as needed

   • The Email address field is locked after creation and cannot be changed
3. Click Save

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Enabling or Disabling a Shared Inbox

Use the toggle in the Enabled column on the list page to activate or deactivate an inbox without deleting it. Disabled inboxes are not available to care team members in the Care Portal.

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Access by Role

Action	Admin	Care Team Member
View (list and get) shared inboxes	✓	✓
Create a shared inbox	✓	–
Edit a shared inbox	✓	–
Enable / disable a shared inbox	✓	–

Care team members can view shared inboxes and send or receive email through them in the Care Portal. Creating, editing, and disabling shared inboxes remains restricted to administrators.

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Related Topics

• Email – sending email from the Care Portal
• Communication Center – overview of all communication channels