Send emails from shared inbox

You can now send emails to customers from your integrated shared inboxes!

When composing an email, select from a dropdown menu to choose your desired sender address instead of defaulting to your own email. For example, if you have a shared service inbox such as 'service@myagency.com', you can now send from that service email. Any replies will automatically update the existing email thread, keeping all communications organized and in one place.

Email placeholders

New email placeholders have been added for more personalized communication:

[[Service Category]]
[[Service Description]]
- Note: We recommend using this for internal communications. This field is populated by the user.
[[Sender Email Signature]]

Update Customer-Level Assignment When Batch Updating Policies

When batch updating the policy personnel, there's now the option to update the customer-level assignment to match.

Unmatched service inbox processor

Quick refresher on unmatched service requests:

In your service request configuration, you have the ability to either integrate an existing service inbox or have AgencyZoom create one for you. Get an email that doesn’t match an existing customer? No worries! It’ll land in your unmatched queue. In the Service Center, select the unmatched button to go to the inbox. Note: if you don't have any unmatched service request emails, this button will be hidden.

What's new?

The service inbox processor has been upgraded from the side dock to a full-page view, giving you more options including:

batch creating customers and service requests
batch deleting service emails not warranting a service request
identifying possible matches leveraging the name, secondary email addresses, and related contacts
linking to an existing customer

New full page view:

If you manage multiple inboxes (e.g. claims@agency.com, coi@agency.com), filter by a specific inbox:
Preview the email to gather more context. Use the action icons to link to an existing customer or delete the email if it doesn't warrant a service request!
The 'Possible Matches' column will provide suggested matches considering not only the secondary email address, but the related contacts too. Clicking on a possible match will pull up the customer card, containing all the information necessary to ensure you're creating the service request for the correct customer:

Still have questions? We're here to help! You can start a live chat with our Support Team by clicking the icon in the lower right corner of the screen. Support is available between 9am and 5pm ET, Monday - Friday. (Messages sent outside of those hours will be answered ASAP on the following business day.)