Cómo gestionar una bandeja de entrada compartida Consejos para una colaboración más fluida

Managing a shared inbox efficiently is critical in today’s collaborative work environment. Whether you’re part of a team working with customer inquiries, support requests, or general communication, finding the best way to navigate a shared inbox maze can impact productivity and customer satisfaction significantly. In this blog, we’ll explore how to manage a shared inbox to streamline operations, ensuring that you can stay organized.

So, let’s begin.

Understanding How Shared Inboxes Work

With standard email, group email implies that everyone on a mailing list or shared alias receives a separate copy of each email. One person can respond to an email; no one else will see it until they click Reply-all. If somebody removes an email, every other person’s copy remains in their mailbox.

With a buzón compartido, operations work slightly differently because everyone is looking at a single email thread. When one individual responds, it is visible to every person with access to the mailbox and when someone archives an email, it removes it from everyone’s inbox.


best way to manage shared inbox – Try Trengo

Consider your team inbox to be your company’s strength. All the team’s ideas, communication, cooperation, and work are organized and aimed toward the company’s growth. However, managing a shared inbox with a team can be easier for a manager with the correct tool in place.

Trengo, a team inbox management solution, comes to the rescue in this scenario. Trengo simplifies communication by consolidating all your communication channels into a single perspective. You may use this to automate discussions and workflows, connect your favorite tool, and interact more effectively with other team members. It’s never been easier to communicate.


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Advantages of managing shared email inbox the right way

Other than eliminating the difficulty and confusion it can cause for atención al cliente employees, there are other ways managing a shared inbox correctly can work wonders for the team. While some might believe it is only good for the organization, a cluttered inbox can sometimes cause more significant issues.

Saves Time

One of the major losses when handling email communication without shared inbox management software is time.

When you can’t assign emails or check the status of a customer’s inquiry directly from the ticket, you have to waste time transferring emails and contacting coworkers on Slack for progress updates: “Are you tackling this, or should I?” A shared inbox removes the second-guessing when everything is out in the open.

customer Satisfaction

Managing a shared inbox poorly results in low satisfaction with customers. When many people are working from the same inbox, it’s common for incoming emails to be tagged as read but not acted on, resulting in emails slipping through the cracks and users not receiving an answer.

Alternatively, two staff members may respond to the same email with different knowledge, leaving customers unhappy. Understanding how to manage shared inbox the right way can stave off confusion and ensure customers receive the best service.

Ease Security Concerns

Everyone knows not to share passwords, so why do we feel comfortable sharing our primary inbox password with an entire staff of support agents? Not to say that you can’t give this important data to your agents, but what happens when one of them is hacked? Or what if someone wrongly writes to a customer, and you aren’t sure who it is?

Ease Security Concerns

When working from a single mailbox, security is a major concern. Managing shared email inbox can provide each user with their login which can help slow down or prevent attacks and stolen personal data.

how to manage a shared inbox – Tips

An unorganized workflow leads to bad service and that can be a nightmare for a company. Learning about managing shared inboxes can ensure that every encounter has the same level of customer satisfaction. When it comes to atención al cliente, keep in mind that regularity and continuity are the two elements to maintaining customers and meeting their expectations.

Here are some pointers on managing shared inboxes effectively.

Promote Accountability

Accountability can be added to the mix in a variety of ways, such as:

  • Giving specific emails to a folder linked to every staff member.
  • To stop clashes, ask team members to work in multiple time zones.

When managing a shared inbox as part of a team, a great deal of teamwork is needed. So, no matter how much knowledge your team members have, new procedures will always require fresh learning. Therefore, make sure to promote accountability and enforce responsibility.

Set Access Limits

Security is always a top issue when it comes to keeping customer data. You must take further steps to safeguard your clients’ data and company knowledge in a shared mailbox setting. This will require changing passwords regularly and ensuring that each team member follows the best practices in place:

  • Avoid logging in using unprotected Wi-Fi networks.
  • Preventing the practice of putting passwords on sticky notes.
  • Never use a shared mailbox for private emails.

Automate Responses

Utilize email automation tools like Trengo to create predefined responses, categorize messages, and assign them to the right team members. This can ensure quicker resolutions and an efficient workflow.


If you implement a tagging system to categorize emails by priority or type, it can make it easier for your team to locate and prioritize messages within the shared inbox. This can expedite processes and the team doesn’t need to spend hours just locating the cause of the problem. Trengo can help you stay at the top of organizing and segregating situations that require quick action.

Plan regular check-ins

Setting reminders is a smart method to stay on track with your activities and save time. The same concept applies to arranging regular meetings with team members to verify that tasks and projects are moving along as necessary. This may be as simple as a weekly email collecting feedback on team members’ tasks to make sure they fulfill timelines. If a team member is experiencing work-related difficulties, you may quickly cooperate with the rest of the team to find a way out.


Understanding how to manage a shared inbox can be the right solution to let all team members work together when responding to emails and managing shared aliases emails. This can help with workflow efficiency and enable organizations across all channels to ensure long-term efficacy.


Carol, especialista en atención al cliente en redes sociales, tiene la misión de compartir información valiosa. Combina la narración de historias con contenidos basados en datos para ofrecer consejos prácticos sobre cómo mejorar las interacciones con los clientes. Únete a Carol para navegar por el dinámico mundo de la atención al cliente digital.

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