Shared Gmail inbox reply templates
Many small teams run hello@ or support@ as a Google Groups collaborative inbox, where everyone sees the same conversations and can assign them. The risk is that two people answer the same email, or a customer gets three different names in three replies. The first reply from the shared address should say who now owns the conversation and ask the customer to keep the team address on the email. This template does both.
;gm-inbox;gm-inbox in any app.Variations
The same message for a different channel or tone. Copy the one that fits.
When someone else on the inbox is better placed to answer.
The last reply before you mark the conversation as complete in the group.
When to use it
- Your team answers a shared address through a Google Groups collaborative inbox.
- You're the first person to pick up a new conversation.
- You're passing a conversation to someone else or closing it.
What to avoid
- Don't reply before assigning the conversation to yourself, or a colleague may answer at the same time.
- Don't reply from your personal address. The customer's next email then skips the team entirely.
- Avoid internal notes in the reply. Use the group's own tools or a separate thread for those.
The fields in this template
Retext fills these in when the snippet expands. In plain text they become [brackets] to replace by hand.
- Name
{fill:Name} - The customer's first name.
- Cursor
{cursor} - Where your cursor lands after the snippet expands, so you can start typing the personal part straight away.
- Colleague name
{fill:Colleague name} - Who you're handing over to.
- Their area
{fill:Their area} - What they look after: "billing", "orders from our UK shop".
- Date in 1 days
{date+1} - Inserts the date 1 days from today, worked out when the snippet expands. Useful for deadlines and return dates.
Tips
- •To reply as the team address, add it in Gmail under Settings, Accounts, Send mail as, then choose it in the From field before typing the trigger.
- •Collaborative inboxes let you assign a conversation and mark it complete. Assign first, reply with ;gm-inbox, and mark complete after the resolved variant.
- •Gmail's templates can't be shared across a team, so each person's version drifts. One shared Retext pack keeps the wording identical for everyone.
Works in Gmail and every other app
Retext types the snippet wherever your cursor is. To use a different version in one app, give it the same trigger and limit it to that app with per-app snippets. They go by app, not website, so every tab in your browser counts as one app.
Put this in a Retext team pack for everyone on the inbox. When the sign-off or the team address changes, an owner edits it once and every member's snippet updates.
Questions
Can a team share one Gmail inbox?
The usual way is a Google Group set up as a collaborative inbox. Members see the same conversations and can assign them and mark them complete. They can reply from Google Groups, or from Gmail once the group address is added under Send mail as.
How do I reply from a group address in Gmail?
Add the address under Settings, Accounts, Send mail as, and confirm it. Then choose it in the From field of your reply.
How do we keep replies consistent across the team?
Use the same saved replies. Gmail templates are per person, so a shared Retext team pack is the simplest way to give everyone the same wording and update it in one place.
Related templates
Shared mailbox reply
;ol-sharedOutlook
Hi [Name], Thanks for contacting [Team name]. This is [Your name], and I've picked up your message. Please keep replying…
Ticket received
;cs-got-itCustomer support
Hi [Customer name], Thanks for getting in touch. I've got your message about [Topic] and I'm looking into it now. I'll g…
Customer support email signature
;sig-supportEmail signatures
[First name] [Company] Support We reply [Support hours] Help center: [Help center link]
Type ;gm-inbox, get the whole reply
Retext expands your snippets in every Mac app and fills in names, dates and order numbers for you.
Free to start. No account required on the Mac.