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Give incoming work a clear route

A shared inbox can mix invoices, customer requests and delivery updates. Group them for review, forward matching messages and assign the questions someone needs to answer. The same approach works for catch-all and intake addresses.

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Invoice question

Northbank · 10 October

Please check invoice INV-0442 before we submit our payment.

Subject
Invoice query
Attachment
invoice.pdf

Finance review

Saved email list
Invoice questions
Rule
Subject contains “invoice”
Follow-up owner
Mira
Follow-up status
Open

Keep invoice questions in a reusable list and give each follow-up a clear owner.

Give an invoice question a clear path from mailbox to review.

Inbox sorting and forwarding

  1. Create separate lists for the work arriving in your inboxes

    Build custom lists of invoices, customer requests or supplier updates from multiple inboxes. Choose senders, subjects or other criteria, then save each list so the right team can return to it as new messages arrive.

    Give a question or action an owner when someone needs to follow up. Keep its due date, notes and outcome alongside the message so the team can see what has been answered and what still needs attention.

  2. Work with shared inboxes, catch-all addresses and earlier emails

    Connect a supported shared mailbox or receive messages through a Polytrace-hosted address. Include the sent emails and attachments your team needs to follow the conversation. Import a mailbox archive when earlier correspondence matters, with an active connection for later mail.

    Create separate lists for the different requests sent to a catch-all or departmental address. Choose which team handles each type and who can read the messages.

  3. Separate requests ready for handover from those needing an answer

    Bring references, requested services, dates and other details into a review table when the receiving team needs a consistent list. Read each important value beside its email or attachment.

    Flag missing references or dates to identify requests needing clarification. Review the supporting attachments too, so someone can confirm what is still required before passing the request on.

  4. Forward messages that match your rules

    Choose which messages to forward and the receiving address. Forward matching emails automatically when an enabled rule fires, using the recipient domains allowed by your organization.

    Give the receiving team a shared view when they need selected details rather than another forwarded email. Choose what they can read and whether they can download original attachments.

Unanswered requests

Keep the outstanding requests visible

Assign a request for missing information, a specialist review or an unanswered customer question. You can also let a matching alert create that follow-up, with the owner and due-date setup you choose.

See the requests waiting for an answer, who owns them and their current status. Keep the conversation and recorded outcome together as another colleague picks up the work.

Common questions

How do I give someone responsibility for a request?

Create a follow-up with an owner, an optional due date and the supporting message. Your saved email lists group the incoming work; each follow-up records who is acting and what they decided.

Can I share a request without exposing the whole attachment?

Share a separate view with the chosen fields and control original-attachment access separately. Forwarding can include the original material, and masking a field in a view leaves the original attachment unchanged.

Give each incoming request a useful place to land

See how to create lists across your inboxes, route matching messages to a team and assign the questions that need an answer.

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