Group Inboxes

Group Inboxes give your team a shared home for inbound email in one place — read it, reply to it, and analyze what arrives with it. Each inbox gets its own dedicated receiving address you can forward mail to, and you can import existing mailbox history from a standard mbox export. Every imported or received conversation becomes searchable, threaded data — and where graph analytics is enabled, inbox activity powers the Data Analyst dashboards and filters.

flowchart LR
    A[Forwarded mail to the inbox address] --> C[Group Inbox]
    B[mbox history import] --> C
    C --> D[Threaded, searchable conversations]
    D --> E[Data Analyst dashboards and filters]

What you'll need

• Permission to view mail agents (agents:mail:read) — this controls whether Group Inboxes appears in your CRM menu (under Daily work).
• Nothing else to receive mail: each inbox's receiving address is generated and registered automatically when the inbox is created.

To capture mail sent to an address on your own domain (support@yourcompany.com, a teammate's mailbox), see Routing Your Email Into KarmaFlow — it covers Google Workspace and Microsoft 365, and the CRM-timeline destination as well.

Key Concepts

• Group Inbox — a shared mailbox with a dedicated, system-generated receiving address
• Inbound address — the …@sys.karmaflow.ai address mail is forwarded to; it is registered with the mail provider so messages route into the inbox
• Thread — a conversation chain of related emails
• Import — a background job that loads an mbox file's messages into the inbox

Creating a Group Inbox

1. Navigate to CRM → Daily work → Group Inboxes
2. Click Create Inbox
3. Enter an Inbox Name (e.g., "Support", "Sales") and an optional Description
4. Click Create Inbox

A dedicated inbound email address is generated and registered for the inbox automatically — you'll see it at the top of the inbox page after creation, with a Registered badge once it can receive mail. Forward or route mail to that address and it appears in the inbox.

Managing an Inbox

From an inbox's page you can:

• Edit — rename the inbox or change its description
• Delete (tenant administrators only) — remove the inbox and all of its imported messages (a confirmation is required; this cannot be undone)
• Register the address — if the badge reads Not Registered, click it to register the address with the mail provider
• Generate inbound address — older inboxes without an address can generate one with a single click

Importing Mailbox History

Bring in past conversations by uploading a standard mbox export (the format most mail providers, including Google Takeout, produce):

1. Open the inbox and click Import mbox
2. Choose the .mbox file
3. The import runs in the background — a progress line shows how many messages have been processed and reports any errors
4. When it finishes, the thread list refreshes with the imported conversations

Using the Inbox

Thread List

The inbox lists conversations with their Subject, From participants, message count, and the date of the latest message. Search and pagination cover the whole inbox.

Thread View

Select a thread to review the full conversation:

• All messages in chronological order, latest expanded first
• Full HTML rendering with a View Plain Text toggle
• From / To / CC / BCC headers and attachments
• Where a thread's replies trace back to an email sent by one of your agents or email strategies, the message blocks carry the agent-training feedback controls, so your team can rate and correct agent replies in place

Replying

Click Reply on a thread to answer the latest inbound message — the button is in the thread header on desktop, and a floating button in the lower-right corner on a phone. The reply threads correctly in the recipient's mail client, appears in the thread alongside the received messages, and supports CC, signatures, and file attachments.

Who the reply comes from: the compose window's From dropdown lists your workspace's sender profiles, defaulting to the inbox's own Reply from profile — set it via Edit on the inbox page, and pick the profile matching the address that routes into the inbox (so replies come from the address the sender originally wrote to). Sending requires the crm:contacts:edit permission and at least one verified sender profile (Settings → Notifications).

Analyzing attachments

Each stored attachment carries an Analyze button: one click runs AI document analysis — a document-type classification (invoice, contract, proposal, receipt…), a one-line summary, and extracted fields for financial documents. Supported: images, PDFs up to 8MB, and Word documents (.docx). Each analysis is billed as AI usage, results are saved on the attachment so you only pay once, and the workspace's AI kill switch is honored.

Tenant admins can also opt in to automatic analysis of qualifying inbound attachments — governed by file-size, file-type, per-inbox, and daily-cap limits — under Tenant Settings → Agents & AI → Attachment Intelligence. It is off by default.