How TeamEmail works

The path a message takes, from arriving in a shared address to being closed out by the person who answered it.

Last reviewed 26 September 2026

TeamEmail sits on top of real Outlook mailboxes and adds the one thing a mailbox has never had: a way of saying who is dealing with what. Learn that idea and the rest of the app follows from it.

Highlights

• A mailbox is the container, a conversation is the unit of work. You act on conversations, not on individual messages.
• Nothing is anybody's until it is assigned. An unassigned conversation in a shared address is the queue everyone assumes somebody else is working.
• My work is a view, not a folder. The mail still lives in its mailbox; My work only gathers what concerns you.
• Done is not deleted. Marking a conversation Done clears it from the working lists and leaves the mail where it was.
• Notes stay inside the team. A note sits in the conversation beside the emails, and the customer never sees it.

The path a message takes

1. ArrivesMail lands in a shared inbox's Unassigned tab, or in your own mailbox.
2. AssignedSomeone takes it, or gives it to the person who should answer.
3. WorkedNotes for the team, replies from the shared address.
4. WaitingParked while the customer or a supplier has the next move.
5. DoneOff the working lists, kept on the Resolved tab.

A new message from the customer brings a Waiting or Done conversation straight back to Open, so nothing slips through while it's parked.

Two ways of looking at the same mail

The sidebar is split for a reason. The lower half lists mailboxes, which is where mail physically sits. The upper half lists views, which are questions asked across those mailboxes.