Decide who owns the first response
A shared inbox is only useful when responsibility is clear. At the start of the day, agree who is watching new enquiries while other agents are travelling, showing properties or taking calls. Review unassigned enquiries as well as your own work.
Avoid measuring activity only by whether a conversation has been opened. Marking a thread read tells the team it has been seen; it does not tell the buyer what happens next.
Make coverage visible
Use Briefing to find waiting conversations and appointments. In Inbox, read the latest message before replying and check whether another colleague or Reva has already acted. If you need time to verify a detail, create an owned task with a realistic due time instead of relying on memory.
Close the loop after the viewing
When you return, work through the waiting queue and record outcomes. If a buyer asked for a callback, confirm that it happened. If an AI draft is held for review, review the actual content and choose whether to send, edit or hold it. A clear next step is more useful than an inbox that merely looks empty.