Shared Team Inbox / Conve
Assign inbound emails to agents with status, SLA tracking and take/release lock
Inbound emails to info@, sales@ or accounts@ become conversations that are routed to a team, assigned to an agent, tracked through a status pipeline, measured against an SLA policy, and protected by a manual take/release lock so two agents do not reply to the same email at the same time. The accountability a shared mailbox never gives you — complementing helpdesk for non-ticket email.
Key Features
Teams & routing
Teams with members, a mail alias and round-robin or least-loaded routing, so inbound email lands with the right agent automatically.
Status pipeline
Conversations move through New, Open, Pending, Resolved and Closed with a priority, giving you a clear, shared view of every thread.
SLA policies
First-response and resolution targets by priority, with automatic deadline computation and breach detection, so commitments are visible and measurable.
Collision protection
Agents manually Take a conversation to claim it; a prominent warning banner appears when a colleague already holds the lock — preventing duplicate or conflicting replies.
Canned replies
Reusable canned replies deliver fast, consistent answers to common questions across the whole team.
Workload & SLA dashboards
Pivot and graph dashboards under Reporting show per-agent open conversation counts and per-team SLA compliance, plus a reassignment wizard and bulk routing to keep the inbox balanced.
Screenshots
Assign Route
Canned Replies
Conversations
Sla Policies
Teams
Why Choose This Module
Shared mailboxes have no ownership, no SLA and no collision protection, so emails get missed or answered twice. This app adds the assignment, status, SLA and collision layer that helpdesk gives tickets — but for ordinary shared email — with everything inside Odoo.
Specifications
- Compatible: Odoo 18.0 / 19.0
- License: OPL-1
- Languages: English
- Author: Pokutsoft
- Dependencies: mail
- Support: support@pokutsoft.com
Update date: 2026-07-02