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Resources / Inbox & collaboration · 6:07 · English

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Video recap

Understand how Trellis groups messages into conversations and organizes those conversations into inboxes your team can work from.

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Inboxes follow contact types

Guests, owners, cleaners and other contact types each have their own inbox. Contacts without a mapped type appear in No inbox; assigning a contact type moves their conversation into the corresponding inbox.

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Choose how messages are grouped

A contact’s connected channels can share one conversation. Inbox settings let you separate threads, split email threads, or keep phone-line conversations separate when your team needs distinct histories.

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Save useful views

Create a view from the filters you use regularly, such as assignee, property, department or contact type. Views can be placed under an inbox to make a recurring slice of work easier to find.

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Route new contacts

Use Inbox routing in Settings to assign a contact type based on the receiving channel or number. The example routes contacts from a dedicated lead number into a Leads inbox.