Shared Triage

Drive more collaboration, efficiency, and client satisfaction by managing shared emails in Karbon. This release also adds email reminders, Companies House integration enhancements and more.

Collaborate on shared emails with Shared Triage

Starting today, you can manage and collaborate with colleagues on shared email inboxes with Shared Triage in Karbon.

With your personal and shared inboxes side-by-side, your email workflow will be even more efficient and your team will gain greater visibility to deliver exceptional client service. 

To see Shared Triage in action, register for a live demo webinar or take a video tour below.

 

Set up a Shared Triage

To set up a Shared Triage, go to Settings > Shared Triage > Add Shared Triage and give it a name.

Once a Shared Triage is created, you can connect any desired primary email inboxes to it and invite as many colleagues as needed to collaborate.

There’s no limit to how many Shared Triages you create or the number of colleagues you want to invite to each Shared Triage. You will only be charged $10/£7 per month for each primary email account connected. For all current Karbon customers, you will start getting charged for every connected account starting May 1st, 2024.

Please note that if you currently have a shared inbox associated with a Karbon user, you won’t be able to connect it to a Shared Triage. Reach out to support@karbonhq.com to request that inbox be archived and then you can connect it to Shared Triage again.

Collaborate in Shared Triage

Working with your team in Shared Triage is easy and intuitive. If you have access to a Shared Triage, it will appear in your Triage menu.

Once you’re in the Shared Triage, you can action emails in several ways:

  • Reply or forward emails as yourself or as the shared email identity
  • Add comments and @mention any colleagues
  • Assign emails to colleagues
  • Add emails to client or work timelines
  • Apply custom email signatures
  • Leverage Karbon AI to compose and summarize emails

To learn more about how to use Shared Triage to collaborate with your colleagues on shared emails, visit the support center.

Set reminders on emails to follow up later

Email reminders are a great way to keep your Triage organized without missing a follow-up.

To add a reminder, click on the bell icon next to your email subject line and set your desired date and time. Once a reminder is set, the email will move into Later. 

If another activity, like a new reply to the original email or the preset reminder date/time arrives, the email will return to your Triage for follow-up. Reminders can also be easily adjusted or removed.

 

 

Summarize client timeline conversations with Karbon AI

Use Karbon AI to instantly get up-to-speed on your team’s latest interactions and activity with a client.

The latest Karbon AI functionality lets you generate a summary of the last 10 emails and notes on the timeline of your People and Organization contacts. This feature is currently in beta. You can request access to the beta program here.

This AI summarization capability enables client managers to access key client insights faster and have meaningful client meetings without spending hours sifting through emails and internal conversations. 

 

Access Karbon Practice Intelligence in app

All Karbon Practice Intelligence (KPI) dashboards are now directly accessible in the Karbon app. 

This update strengthens KPI’s usability and functionality in several ways:

  • A plug-and-play experience that’s quick and easy to set up
  • Instant access to dashboards pre-populated with your firm’s real-time data
  • No requirement of a Power BI license or familiarity with Power BI

If you’re interested in exploring how the new KPI experience can bring value to your firm, join a live webinar here to see it in action.

Previous releases

If you missed an update, you can still see a list of what we released in Karbon. For API releases, see the Karbon Developer Center.

I’m excited to try the bell feature!

So thankful for reminders!

It’s here!  Who knew Christmas could come this early. 

Great to see the email reminders!

For Shared Triage, just to confirm, if I’d like my EA to manage my inbox (i.e. moez@amlb.ca) but still want access to the inbox myself, is that possible? I tried to connect my inbox to Shared Triage but it says “it is already connected”. Asking this question here instead of support as I expect others will have similar questions. Thank.

 

 

@amlbmo In the notes above it says the following:

Please note that if you currently have a shared inbox associated with a Karbon user, you won’t be able to connect it to a Shared Triage. Reach out to support@karbonhq.com to request that inbox be archived and then you can connect it to Shared Triage again.

The excitement for Shared Triage is real.  I can’t wait to set this feature up for all our client tasks.  

@DianeK thanks for the quick reply. Just to confirm, is a shared inbox different than a normal inbox? i.e. are there steps I need to take to ‘convert’ my inbox into a shared inbox via Microsoft admin first, or is just reach out to Karbon to have my inbox archived and connected via Shared Triage?

Yes, a ‘Shared Inbox’ is different than a normal inbox in the MS365 world. And, just to be clear, shared triage is different than a MS365 ‘Shared Inbox’ and how they are traditionally used.

Check out the support article for more information: https://help.karbonhq.com/en/articles/9077958-shared-triage-overview

 

@amlbmo Shared Triage is different than a normal Triage inbox. I think what you are asking about more along the lines of delegate Triage? I believe this had been on the roadmap but am unsure where this is at with Karbon currently.

One work around I can think of for you using Shared Triage is to set up a new email (not associated with a Karbon login/User) that you then autoforward your personal emails too. This Shared Triage can then be accessed in Karbon by your admin.

You would still get everything into your personal Triage, but your admin would be able to assign to work, comment, assign to others & reply to emails from the Shared Triage. This might help you for now, as you would then be able to see that emails had been assigned to work etc as mentioned & you can then clear if you do not need to keep these in your personal Triage.

Eg. email@yourdomain.com is the email associated with Shared Traige. Your emails amlbmo@yourdomain.com would then autoforward from your email to email@yourdomain.com & your admin could see all these in Karbon Shared Triage. Any changes to emails from Shared Triage will show in your personal Triage & then you will be able to clear these from here yourself.

We currently have something similar set up without using shared triage, in that some of our part time employees have their emails auto-forwarding to full-time admin emails. Any changes made in Karbon to the emails shows in both Triages.

@amlbmo Shared Triage is different than a normal Triage inbox. I think what you are asking about more along the lines of delegate Triage? I believe this had been on the roadmap but am unsure where this is at with Karbon currently.

One work around I can think of for you using Shared Triage is to set up a new email (not associated with a Karbon login/User) that you then autoforward your personal emails too. This Shared Triage can then be accessed in Karbon by your admin.

You would still get everything into your personal Triage, but your admin would be able to assign to work, comment, assign to others & reply to emails from the Shared Triage. This might help you for now, as you would then be able to see that emails had been assigned to work etc as mentioned & you can then clear if you do not need to keep these in your personal Triage.

Eg. email@yourdomain.com is the email associated with Shared Traige. Your emails amlbmo@yourdomain.com would then autoforward from your email to email@yourdomain.com & your admin could see all these in Karbon Shared Triage. Any changes to emails from Shared Triage will show in your personal Triage & then you will be able to clear these from here yourself.

We currently have something similar set up without using shared triage, in that some of our part time employees have their emails auto-forwarding to full-time admin emails. Any changes made in Karbon to the emails shows in both Triages.

Thanks for the workaround. I’ll have to assess whether this is worth it. I understand from our Karbon customer success manager that delegate triage is on roadmap this year. Have been patiently waiting for a couple of years so what’s another 6 months :)

Great to see more updates coming through, not sure that shared triage should be a feature we have to pay more for though? Feels like this should be a standard.

Triage sharing what we need as a user is to be able to share a triage when a team member goes on leave, so they do not come back to many items not relevant to them. This new feature shared triage release which we have been waiting for more than a year does not do this and you want to charge a fee, I do not understand the logic?

Completely agree Jennifer, this should be a standard feature to help us deal with short periods of absence, we currently have to revert back to using 365 to share mailboxes during such periods….

@amlbmo Shared Triage is different than a normal Triage inbox. I think what you are asking about more along the lines of delegate Triage? I believe this had been on the roadmap but am unsure where this is at with Karbon currently.

One work around I can think of for you using Shared Triage is to set up a new email (not associated with a Karbon login/User) that you then autoforward your personal emails too. This Shared Triage can then be accessed in Karbon by your admin.

You would still get everything into your personal Triage, but your admin would be able to assign to work, comment, assign to others & reply to emails from the Shared Triage. This might help you for now, as you would then be able to see that emails had been assigned to work etc as mentioned & you can then clear if you do not need to keep these in your personal Triage.

Eg. email@yourdomain.com is the email associated with Shared Traige. Your emails amlbmo@yourdomain.com would then autoforward from your email to email@yourdomain.com & your admin could see all these in Karbon Shared Triage. Any changes to emails from Shared Triage will show in your personal Triage & then you will be able to clear these from here yourself.

We currently have something similar set up without using shared triage, in that some of our part time employees have their emails auto-forwarding to full-time admin emails. Any changes made in Karbon to the emails shows in both Triages.

Thanks for the workaround. I’ll have to assess whether this is worth it. I understand from our Karbon customer success manager that delegate triage is on roadmap this year. Have been patiently waiting for a couple of years so what’s another 6 months :)

As an EA who manages my boss’s email, I open an instance of Karbon in incognito mode and use his Karbon in that window to triage his inbox for him.

So a shared MS365 mailbox cannot be connected as a shared triage ? That’s a bummer. Shared MS365 mailboxes don’t have a login so we can’t connect them.

Reminders are a great addition!  Thanks!! However, we really need the ability to add a reminder to an original email.  It seems this feature is only available to existing items in your triage.  

 

I guess the work around (hopefully just for now) is to:

 

  • Send the email
  • Find the sent email and @ yourself
  • Then go to your triage and set the reminder.

Great to see the email reminders!

For Shared Triage, just to confirm, if I’d like my EA to manage my inbox (i.e. moez@amlb.ca) but still want access to the inbox myself, is that possible? I tried to connect my inbox to Shared Triage but it says “it is already connected”. Asking this question here instead of support as I expect others will have similar questions. Thank.

 

 

Yes!  Same here!

Great to see the email reminders!

For Shared Triage, just to confirm, if I’d like my EA to manage my inbox (i.e. moez@amlb.ca) but still want access to the inbox myself, is that possible? I tried to connect my inbox to Shared Triage but it says “it is already connected”. Asking this question here instead of support as I expect others will have similar questions. Thank.

 

 

Yes!  Same here!

As an EA who manages my boss’s email, I open an instance of Karbon in incognito mode and use his Karbon in that window to triage his inbox for him.

Triage sharing what we need as a user is to be able to share a triage when a team member goes on leave, so they do not come back to many items not relevant to them. This new feature shared triage release which we have been waiting for more than a year does not do this and you want to charge a fee, I do not understand the logic?

 

Completely agree.  We’re huge Karbon fans but charging user fees for specific features is concerning.

Great update - Please add the reminder feature to “sent” emails as well thanks! Often we have to follow-up with emails sent out more than ones received from clients

Great to see the email reminders!

For Shared Triage, just to confirm, if I’d like my EA to manage my inbox (i.e. moez@amlb.ca) but still want access to the inbox myself, is that possible? I tried to connect my inbox to Shared Triage but it says “it is already connected”. Asking this question here instead of support as I expect others will have similar questions. Thank.

 

 

Yes!  Same here!

As an EA who manages my boss’s email, I open an instance of Karbon in incognito mode and use his Karbon in that window to triage his inbox for him.

I do something similar. Instead of incognito, the 2 Karbon accounts are opened in different browsers. My Karbon is open in Edge and the other one is open in Chrome. 

I was literally thinking about how I would love some kind of email reminder feature this morning - this is one of the main reasons I still regularly use Outlook in combination with Triage.

One step closer to uninstalling Outlook altogether! 

Thanks for the update!

For all those looking for a Delegate Triage option as opposed to Shared Triage, here’s the existing feature request you can add your vote/comments to:

 

@Rachel Peng 

Great to see that first version is finally out. We’ve been using shared inbox almost ten years with Zendesk ticketing. Couple key functionalities needs to be added for future versions before we can even think about moving using Karbon with our volumes of email in shared inbox (way over thousand emails per month). Tagging emails manually would take a lot of time.

  • Tagging of contacts, organization and single contact (person). What I mean with tagging is that you can tag in contact details that when that person sends an email it will be shown in person x triage (sometimes multiple persons triage is needed). Karbon would automatically tag incoming email.
  • Tagging is also needed by email domain behind organization settings. Meaning that when someone from domain “xyz.com” sends an email to us it will be tagged based on email domain to a certain team member(s). Tag would be set in organization contact details.
  • Different views for tickets for SLA (service level agreement) purposes. For example time based views, if email is not responded for more than 48 hours for example.
     

 

 

The summarize feature is super helpful.  Just had a case where a proposal for tax return didn't have a Tax form that we had to prepare and normally charge for.  Summarize told me the charge for this form was removed from the original proposal so I was able to go look for that message to understand what happened.

A direct link to the communication thread on the summary would be helpful!

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