Shared Inboxes
Overview
A shared inbox is a team-owned email address (for example, care@yourorganization.com) that multiple care team members can send from and receive email into. Shared inboxes are configured by your administrator and appear alongside your personal email address in the Care Portal.
Identifying a Shared Inbox Conversation
When a patient's conversation is associated with a shared inbox, the inbox name and its color badge are displayed in the conversation header in the Communication Center. This lets you quickly see which team address a thread belongs to.
Sending from a Shared Inbox
When you compose or reply to an email in a conversation linked to a shared inbox, a Send as selector appears next to the Send button. Use it to choose:
Shared inbox address — the reply is sent from the team address (e.g.,
care@yourorganization.com)Your personal email address — the reply is sent from your individual account
Note: Secure Email (Paubox) is not available when sending from a shared inbox. If you need to send a HIPAA-compliant secure message, switch the Send as selector to your personal address.
Auto-Assignment on First Reply
If your administrator has enabled the Assign on First Reply setting for a shared inbox, the first care team member to send an outbound reply on an unassigned conversation automatically becomes the conversation owner.
Assignment happens silently — no extra action is required
After your reply is sent, your name appears as the assignee in the conversation
This applies only to unassigned conversations; already-assigned conversations are not affected
Related Topics
Email — sending and receiving email in the Care Portal
Communication Center — overview of all communication channels
Shared Inboxes (Admin) — creating and managing shared inboxes
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