Unassigned folder in Mail module – keeping your inbox organized

Do you find that your team’s inbox is chaotic, and client emails get lost in the flood of messages? The “Unassigned” folder is a dedicated “waiting room” in the Mail module, created to solve this problem. It is a tool that allows the team to efficiently manage incoming correspondence and assign it to the appropriate people.

Where to find this folder?

The folder is located in the side navigation panel of the Mail module.

1. Click the four-dot icon in the top system menu.
2. Select Mail.
3. On the left sidebar, you will find the “Unassigned” option.

How does the “Unassigned” folder work?

The operation of this folder depends on the configuration of your email inbox. Everything is based on the “Responsible” field, which you will find in the settings of a specific inbox:

• Scenario 1: You have an assigned employee (the “Responsible” field is filled). If you specify a particular employee as “Responsible” in the inbox settings, the system automatically redirects every incoming message directly to their private Inbox.
• Scenario 2: No assigned employee (the “Responsible” field is empty). If this field remains empty, the system does not know who should handle the message, so it automatically places it in the “Unassigned” folder. This way, the message is safe and visible to the entire team, waiting for manual assignment to a specific person.

Workflow in the folder:

1. Selection: The person managing the inbox or employees enter the “Unassigned” folder to review new messages.
2. Assignment: The employee who takes over a given topic assigns the email to themselves or to the appropriate person in the team.
3. Work: After assigning the email, the message stops “hanging” in the waiting room and goes to the personal Inbox of the selected employee.

Why should you use this folder?

• No lost messages: Every email goes to the “Unassigned” folder until a decision is made about who should handle it. You can be sure that no message will be ignored.
• Clear responsibility: The folder helps avoid situations where two people respond to the same email, or worse, no one responds because “they thought their colleague would take care of it.”
• Order in the main Inbox: If you have a very large number of emails, this folder allows you to “clean up” the workspace from messages that still require a decision on assignment.

Tip: It is advisable to adopt the principle of a “clean folder.” Try to ensure that at the end of the day (or at least once every few hours), there are no messages left in the “Unassigned” folder. If any email is lingering there, it is a sign that either no one has assigned it to the appropriate person, or the topic requires deeper analysis – it is worth making a quick decision to avoid blocking the workflow.