Sharing letters with the team

When a letter needs your colleagues — a client's question, an offer, a complaint — share it with your team instead of forwarding it. The team sees the letter as it is, talks about it beside it (the sender never sees that), one person takes it, and they answer the sender from their own mailbox, in the same conversation.

Where to find it

• Share a letter: open it in Mail → ⋮ (or right-click it in the list, or press and hold it on a phone) → Share with the team…. The item is there only for people in a team.
• The shared letters: in Mail's folder list, Team (under Files). It shows only to people in a team; the red number = shared letters with something new for you.
• Switched on for everyone by default; an administrator of the site may switch it off in Administration → Settings → Mail → Team: shared letters.

Sharing a letter

1. Open the letter → ⋮ → Share with the team….
2. If you are in several teams, choose the team.
3. With whom: The whole team, A group (choose it — see groups), or Some people (tick them).
4. Optional: a note (what they should know or do), Who handles it and By when.
5. Press Share.

The letter goes with its conversation — up to the last 10 messages of it, as they are at that moment, with their text. Later messages are not added by themselves: share again when the conversation moves on. Attachments are listed by name; the files themselves stay in your mailbox.

The people you shared it with get a notice (on the site, by e-mail and push — see Notifications); the person who should handle it gets a notice of their own.

The Team page

Team in Mail opens the page of shared letters:

• the list, newest activity first, with filters All letters · For me · Shared by me · Not done yet · Done and a search over the subjects;
• each row: the subject, who wrote it, who shared it, who handles it (For you when it is you), the due date (red when it is past), the number of comments;
• a click opens it: the messages (the newest open, the others folded — a click opens them), and the controls above them.

Pictures from the internet are held back in shared letters (they could tell the sender who opened the letter and where), and tracking pixels are removed.

Who handles it, by when, done

At the top of an open shared letter:

• Who handles it — choose a member (or Me). They get a notice. Nobody handles it takes it off anyone.
• The date beside it — by when (appears once someone handles it).
• Mark done / Open it again.

Every change is noted in the discussion ("Ann asked Bob to handle it", "Bob marked it done").

Answering from your own mailbox

Press Reply from my mailbox: Mail opens the Write window with the answer started — to the sender (or, when the last message was yours, to its recipients), the subject "Re: …", the letter quoted under your signature. Choose the mailbox to send from, write and send.

The answer goes out in the same conversation — the sender's mail program shows it with the earlier letters. The discussion notes "Bob answered from bob@company.com".

The team's discussion

Under the messages: write to the team and press Send (or Ctrl+Enter). Type @ and a few letters of a name to mention someone — they get a notice, and they see the letter even if it was not shared with them. Everyone who took part in the discussion gets a notice of new comments.

Only the team sees the discussion — never the sender of the letter.

Stopping the sharing

The ⛓ (link-slash) button at the top right — for who shared it and the team's owner / administrators. The letter leaves the Team page with its discussion; your own mail keeps it.

When something does not work

• No "Share with the team…" in the menu — you are in no team (make one), or the function is switched off on the site.
• No "Team" in the folder list — the same: it shows only to people in a team.
• A colleague does not see the letter — it was shared with a group or some people they are not among; mention them with @ in the discussion, or share it again with the whole team.
• The newest message of the conversation is missing — sharing takes the conversation as it was; share it again.