Glossary
Email & team inbox glossary
Plain-English definitions of the terms behind shared inboxes and email-in-chat. No jargon.
Shared inbox
A mailbox a whole team can read and answer together.
Email forwarding
Sending incoming email on to another destination.
Email to Slack
Reading and replying to email inside a chat app.
IMAP vs SMTP
The protocols for receiving versus sending email.
Helpdesk vs shared inbox
Two ways teams handle incoming email at scale.
Email triage
Sorting and prioritizing incoming messages.
SLA
A promise to respond within a set time.
CSAT
A score for how satisfied customers are.
Canned response
A reusable reply template for common questions.
Email collaboration
Working on email together as a team.
See the concepts in action
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