How does a customer service team work in Task Manager?
Client enquiries arrive by email, and several people reply to them. In Task Manager's Pro plan, Mail works within the app's main layout. Threads from mailboxes with "Show every thread in the All view" enabled appear in the "All" list alongside tasks and chats. You don't switch between a webmail client and a case with a due date. You move between a linked complaint thread and its task with a single click - they're not open side by side.
First, an important note: an inbox in Task Manager is private. Each team member connects the shared address biuro@firma.pl in their own account under Settings, using the password for that inbox. No one else, including an administrator, can look at someone else’s email. Ania and Marek see the same correspondence with the customer. Ania has also connected another inbox that Marek hasn’t, so he can’t access it.
“Read” status is stored locally by default. When Marek opens an enquiry in the morning, the message may still be marked as unread for Ania - its status doesn’t change just because Marek has read it. So bold text doesn’t tell you who is handling the case. That information comes from the Task and its assignee, not the message status.
What happens to a customer email
The message appears in a Thread that looks like a conversation in a Task. You’ll see date dividers (“Today”, “Yesterday”, “Thursday, 6 August”), the time next to the sender’s address and their photo if the address belongs to a Task Manager user; otherwise, a circle with their initials appears. Expand the quoted history using the “Show previous messages” button. When the app recognises quoted history, you don’t have to scroll through copies of earlier messages.
An enquiry can automatically become a Task. In Automations, the “New email in inbox” trigger accepts conditions for the sender, subject, inbox and attachment. The action creates a Task with a priority and a due date set to a specified number of days after the email arrives. The Thread shows “Linked: <task>”. The Task gets a badge with the email subject in its header, which opens the correspondence. The text condition accepts a list of words. One match is enough, so “complaint, refund, damaged” can be covered by a single rule. Matching works on part of a word - enter its stem, not the full form.
The “Create a task” action assigns the task to the person responsible set in the recipe - the automation does not choose them based on the email’s content.
When you take over someone else's case, the “Organise” button in the footer of the reply field lets you choose from three ways to read the thread - “Polish”, “Summarise” and “Expert” - or return to “Original content”. “Summarise” condenses each message into one or two sentences covering the points that matter. “Expert” adds an “Expert note” line beneath each message, highlighting a risk or a question worth following up on. Up to eight of the most recent messages are organised at a time. Load older ones in batches with the “Organise older messages (N)” button. The AI version is a preview for the current session - the original messages remain untouched.
“AI Assistant” switches the reply field to a mode where you can ask questions about this specific thread. Ask “what price was agreed, and who agreed to it?” and you’ll get an answer based only on that correspondence. If the information isn’t there, the assistant will say so. Your question won’t be sent to the recipients. The answer is labelled “ONLY FOR YOU” and only you can see it.
What do you gain?
You don’t have to copy support requests from Mail into a list of cases. You can set a due date and assign an owner to a customer's email before the team forgets about it. On Monday, you won’t have to find out whether anyone has picked up the request at all.
You don’t have to read someone else’s entire case at once. First, you get a summary of the eight most recent messages, and you can review older ones in batches. It’s easier to see what you promised the customer without reconstructing the whole conversation from the beginning.
You don’t have to move the conversation to another address to reply to the customer. They’ll receive a regular email in the existing thread and can reply where they wrote before.
An everyday example
A complaint has been dragging on for three weeks and has passed through four people. Ania is back from leave and sees it as a task due tomorrow. Since the mailbox where the complaint arrived is connected to her account, she opens the correspondence using the email subject label in the task header.
She selects “Summarise”. First, she sees one or two sentences for each of the eight most recent messages: what the customer reported, what discount Marek offered and what the customer didn’t accept. She can organise older messages in further batches of eight. She asks the assistant in the thread who promised a replacement. The answer points to a message from two weeks ago. Someone from Accounts was in the CC field of the latest message, so they remain copied into the reply by default. Ania removes one chip, adds a sentence and sends it. She saves the complaint attachments to Files using the paperclip. The Mail → mailbox → thread subject folder is created automatically, and Files opens straight to it when the attachments are downloaded.
Frequently asked questions
Do I need the Pro plan?
For working on the shared inbox and automation, yes - Mail and Automations are modules in the Pro plan.
Can the whole team see the same shared inbox?
Yes, if everyone connects the same address in their own account and enters the password for that inbox. An inbox in Task Manager belongs to one person. No one else, including an administrator, can see someone else’s email.
Will AI reply to the customer for me?
In an email Thread, Organise changes only how you read messages, and your private AI Assistant replies to you, not to the customer. Automations can still send emails from your inbox, and AI blocks can prepare content in a Recipe. This is separate from asking the AI Assistant about a Thread.
Will the app delete anything from the mail server?
No. Task Manager reads messages and adds copies of sent messages to the “Sent” folder. Disconnecting an inbox removes only the local copy. The messages return when you reconnect it.
Does linking an email to a Task show its content to the whole team?
No. It’s a navigation shortcut. Only people who have connected that inbox themselves can see the content. Other Task participants won’t see the message or its subject.