Sbx - Home SBX Tools

Outlook shared inbox control for triage inboxes like info@ and hello@

Hundreds of emails a day in info@, hello@, contact@, and welcome@ — partnerships, vendor pitches, customer questions, billing forwards, press requests, and noise. SBX gives every email an owner and a destination, so nothing gets routed twice or ignored.

Start free trial Try the Playground

Sounds familiar?

An info@ inbox is a triage problem, not a workflow problem. The email itself doesn't tell you who should handle it — and when three of you watch the inbox, nobody knows whether anyone has read the question yet.

"This one's a partnership pitch — does it go to sales or to the founder?"
We've been debating for two days. The vendor has already moved on.
"Did anyone forward the billing question to finance, or is it still here?"
Three of us read it. Each assumed someone else had forwarded. The customer wrote back asking.
"Why is the same press request in my inbox AND Anna's?"
We both opened it from info@. We both started drafting a reply. Neither of us sent yet.
"This looks like spam — but does it? Better not just delete."
Half of us would have ignored it. The other half wants to escalate. Nobody decides.
"It's been three days since we got this — who was supposed to reply?"
We have no record. The folder says it was "read". Mark thinks Anna saw it.
"Outlook says Mark Complete — but did we actually route it anywhere?"
The flag is set. The email never made it to the right person. The original sender has been polite, then cold, then gone.

How SBX changes the day

One of our customers received hundreds of emails a day in info@. Three people watched the inbox, and most of those emails belonged somewhere else — billing, support, sales, the founder, partners, or junk. Without a shared signal of "I'm on this one", two of them would routinely start replying to the same email, or both wait, assuming the other was on it. They tried color categories and Outlook flags, but neither showed up in the same way on three machines, and nobody could tell at a glance whose attention an email needed.

With SBX, every email lands in info@ with status Open and is visible to the whole triage team. One person claims it — Assign to me — and the email now has a name on it. If the email belongs elsewhere (billing, finance, sales), the assignee forwards it and closes the info@ copy with an internal note explaining where it went. If it stays in info@ for a direct reply, the team sees Open until the assignee closes it. The result: three triage agents work in parallel, no email is touched twice, and at the end of the week the team knows what came in and where it went.

One email, step by step

Below is one common example — a partnership pitch that belongs with sales — used to make the flow concrete. The same four steps apply to any email in this inbox: a press request, a billing forward, a vendor inquiry, or a customer question that belongs in support@.

1

The email arrives

An email arrives in info@. SBX shows it in the team's shared view with status Open.

  • Visible to every triage agent on the team
  • No assumption about where it belongs — that's the next decision
  • Default status: Open
Outlook Info Inbox Sent Items Drafts Info Open MT Mark Thompson 10:24 Partnership opportunity — ACME Industries LK Lisa Karlsson Yesterday Press inquiry — Q2 launch comment DR David Romano Mar 14 Billing question — invoice from March PV Pieter de Vries Mar 12 Quick intro — new CRM tool Info Assignee: <unassigned> Status: Open Closed Shared categories: Add note: Add Timeline:
2

One agent claims it

Whoever has bandwidth opens the Assignee dropdown and picks their own name. The email now has a name on it; nobody else picks it up.

  • Claim it for yourself, or hand it off — the same dropdown lists the whole team
  • Assignee's name visible to the whole team
  • Internal notes available for asking colleagues "where does this belong?"
Diego Info Assignee: <unassigned> Status: Open Closed Shared categories: Add note: Add Timeline: Diego Siciliani Adele Vance Megan Bowen Patti Fernandez Info Assignee: Diego Siciliani Status: Open Closed Shared categories: Add note: Add Timeline: 10:25 set assignee to
3

Route or reply, then close

The assignee decides: does this belong in info@, or does it need to be forwarded? In our example, the partnership pitch goes to sales@. The assignee forwards the email, then clicks Closed on the original in info@ — with an internal note: Forwarded to sales@, Mark replied directly to sender CC'd.

  • Forwarding is Outlook-native — no SBX-specific step
  • The Closed button records who closed and when, with the note as audit trail
  • The original email and its history stay searchable in info@
Diego Diego Adele Closed Priority/high Press Partnership Info Assignee: Diego Siciliani Status: Open Closed Shared categories: Priority/high Press Partnership Add note: Add Timeline 11:42 set status to 10:30 Forwarded to sales@, Mark replying directly 10:28 @diego ACME pitched us in Feb — Mark followed up 10:27 added category 10:26 added category 10:26 added category 10:25 set assignee to
4

Week-in-review

The triage lead pulls up SBX's Insights & Analytics view: how many emails came into info@ this week, how many are still Open, who took the most volume, which categories appeared most often.

  • Status filters: Open, Closed
  • Per-assignee filter — who is currently working on what
  • Category breakdown if your team uses shared categories (partnership, press, billing-forward, junk-confirmed)
Active conversations 184 at the start of the period 127 at the end of the period Assigned to me 4 Sales 3 Info 7 Unassigned 1 Mine 4 Others 2 Categories Closed

What a typical week looks like in an info@ inbox with SBX

Monday morning, info@ has accumulated the weekend's mix — a few real customer questions, a press request, two vendor pitches, several billing forwards from confused customers, and the usual share of newsletter replies. The triage team works through it: one person claims a batch, decides whether to reply, forward, or close, and moves on. By Wednesday the inbox is mostly green — Closed emails make up the bulk, and what remains Open is either waiting on a forwarded reply or pending a category decision. The triage lead checks volume Friday afternoon: anything that sat Open more than three days gets surfaced for review.

Common questions from triage leads

Read next

See SBX in your own info@ inbox

1 month free, no credit card. Install from AppSource and try it on a single mailbox before rolling it out to the team.

Start free trial Try the Playground

Single tier. €6/user/month annual, €8/user/month monthly. See pricing →