KoltrixTeams in Koltrix: assigning conversations, private notes and mentions
Koltrix now has a Team page, assignees, private notes with @mentions and live signs of who is on a thread. What it does, who can do what, and what is missing.
On this page(10 sections)
A shared inbox works until two people answer the same customer, or until everyone assumes someone else has a message. The fix is not more rules. It is making ownership visible, giving the team a private place to talk about a conversation, and showing who is already on it.
That is what the new Team feature in Koltrix does. This post describes what shipped, who can do what, and, just as important, what is not there yet. The reference documentation is on the Team page in the docs, and there is a short overview at koltrix.com/features/team.
A page for the team
"Team" now has its own place in the sidebar. The page has tabs, and which ones you see depends on your role:
- Members. Everyone in the workspace with their role, whether they are online, when they were last active, how many conversations are assigned to them and how many mailboxes they can open. You can search and filter by role, status or group.
- Groups. Named sets of people, such as Support or Billing. Groups exist for @mentions, for choosing who to assign to, and for filtering. They do not grant mailbox access.
- Access. A grid of people against mailboxes, so you can see at a glance who can open what and change it.
- Invites. Pending invitations, their expiry, resend and revoke, and a way to paste several addresses at once.
- Activity. A feed of who assigned, noted or changed what.
- Insights. Workload and first-response time per person over the last 30 days, for owners and admins.
Roles are the familiar four: owner, admin, member and viewer. A viewer can read but cannot archive, star, label, move or send. Owners and admins manage people and access. Everyone in the workspace, whatever their role, takes up a seat, as the docs explain.
Assign a conversation
Open a conversation and use the assign control in the header. You can pick a teammate, choose yourself or clear the assignee. The same action is available on a row's hover rail and in the bulk bar for many conversations, and the a key opens it from the keyboard.
Some details that matter day to day:
- Only people who can open the mailbox can be assigned. If you pick someone without access, Koltrix says so instead of quietly assigning a conversation they cannot see.
- Suggestions are simple and visible. Koltrix offers up to two suggested people, based on who handled that sender before and who is least busy. It does not call an AI model for this, and it never suggests someone who has set themselves as away.
- The assignee is told. They get an in-app notification and, if they have push turned on, a browser push. You can mute assignment and mention notifications under Settings → Notifications.
- Assignment shows on the row. A small avatar marks who has the conversation, and yours is easy to spot.
If you used a for reply-all out of Gmail habit, note that reply-all is now Shift+A.
If you have thought about ownership rules for a shared inbox, this is the tool that carries them: one person has it, everyone can see who.
Private notes and @mentions
Every conversation has a notes area under the messages. A note is for your team only:
- It is never sent to anyone outside the workspace. By design it is kept out of outgoing mail, AI-drafted replies, webhooks and the public API, and the team wrote a test that looks for a note's text in every other place and fails if it finds any.
- Write
@and a name to mention a person, or a group name to mention everyone in it. The mentioned people are notified and the conversation appears in their Mentions view. - If you mention someone who cannot open that mailbox, you see a warning and no notification is sent to them. Admins get a shortcut to give them access.
- You can edit or delete your own notes. Admins can delete any.
This replaces the habit of forwarding a message to a colleague or pasting it into a chat just to ask a question. The question lives next to the message, and the answer stays with the conversation. For what is worth keeping out of customer-facing text, see discussing customer email internally.
Who else is here right now
When someone has a conversation open, you see a small marker, and when someone is writing a reply you see "is replying". This is the cheapest way to prevent double replies, a problem described in why two people answer the same email.
If you press send while someone else is replying, or if a new message or note arrived after you started, Koltrix asks once: review, or send anyway. It never blocks you. Most of the time nothing appears at all. The presence information is temporary, kept only while people are connected, and it is not stored.
Views for your own queue
Under the Team group in the sidebar are four views, with live counts:
- Assigned to me. What you own.
- Unassigned. What nobody has taken.
- Mentions. Conversations where someone mentioned you.
- Everyone's open. All open assigned conversations, for owners and admins.
You can also filter the inbox by assignee, and search accepts assignee:me, assignee:none or a person's name. Viewers do not see the first three, since they cannot act on conversations.
Looking after people and access
The Team page covers the awkward moments too:
- Suspend and reactivate. A suspended person cannot use the workspace and their live connections end, but their data stays, and so do their assignments, which show a "suspended" badge so an admin can reassign them. A suspended person still takes up a seat until removed.
- Remove with reassignment. When you remove someone, you choose who takes their open conversations, or leave them unassigned.
- Transfer ownership. The owner can hand the workspace to someone else after confirming their password, and their authenticator code if that is turned on.
- Leave. Anyone but the last owner can leave the workspace.
- Away. You can mark yourself away so suggestions skip you.
- A default assignee per mailbox. A mailbox can have one person who gets new conversations by default.
An invitation never lowers an existing role or brings back a removed person on its own. If you are working through who should have access, per-mailbox permissions and setting up a support shared mailbox cover the design behind it.
What it measures
Insights is deliberately small. For each person over the last 30 days it shows how many conversations were assigned, how many were resolved, the median time to a first reply and how many are open now. A conversation counts as resolved when it is archived or trashed while assigned to that person. First response is the time from assignment to the first reply that the workspace sent on that conversation. Where there is no data yet, it says so and does not show a zero.
Numbers like these are easy to misuse. Team inbox metrics worth tracking and first response vs resolution time explain what to watch and what not to turn into a target.
What is not built yet
We would rather you hear this from us:
- Notes are not searchable and are not included in account exports yet.
- Live presence is kept on one server, which is fine for now and will need to be shared if we run more than one.
- There is no rules engine for automatic assignment, no single sign-on, no custom roles and no response-time targets.
- Search results still show a plain initial rather than a sender's picture.
- Moving a conversation to a different inbox tab from the interface is not there yet.
If one of these blocks you, tell us. The order we build in follows what customers ask for.
Try it
If you already have a workspace, open Team in the sidebar. Invite a teammate, assign one conversation and leave one note. Ten minutes is enough to see whether the way your team hands work over feels better. If you are new, the free trial includes team features.
Key takeaways
- Team adds a page for members, groups, access, invites, activity and insights, plus roles from owner to viewer.
- Assign a conversation from the reader, a row or in bulk, with simple suggestions and notifications to the assignee.
- Private notes and @mentions stay inside the workspace and put the question next to the message.
- Presence markers and a one-time review prompt help prevent double replies without blocking anyone.
- Notes search, exports, automatic assignment and single sign-on are not built yet.
Start with Koltrix
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