What Is the Aptly Inbox?
The Aptly Inbox is a shared communication hub where your team can see, respond to, and collaborate on messages from prospects, residents, owners, and vendors.
Think of it as:
- One source of truth for conversations
- Fewer missed messages
- Clear ownership and accountability
Why Aptly Inbox?
- No more “who responded to this?”
- Messages don’t get stuck with one person
- Faster response times
- Better handoffs across the team
- Full visibility into communication history
Core Rules (Read This First)
These rules keep the Aptly’s Inboxes useful instead of noisy:
- Every message must have an owner
- If you respond, you assign
- If it’s handled, you close it
- If it’s not yours, reassign it
- No silent messages left unowned
If a message is sitting unassigned, it is no one’s responsibility — and that’s how things get missed.
Daily Workflow (The 5-Minute Version)
Step 1: Check Unassigned Messages
- Start your day by scanning Unassigned
- Claim messages you are responsible for
Step 2: Assign Ownership
- Assign the message to yourself or the correct teammate
- Add internal comments if context is needed
Step 3: Respond
- Reply directly from the inbox
- Keep responses clear and professional
- Use templates when available
Step 4: Take Action
- Create or link tasks if follow-up is needed
- Escalate if required
Step 5: Close It Out
- Once resolved, close the conversation
- Closed = complete, no further action needed
When to Assign vs. When to Close
Assign when:
- Follow-up is required
- Another team member needs to act
- The issue is still in progress
Close when:
- The question is answered
- The issue is resolved
- No response or action is needed
How to Use Internal Comments
Internal comments are for:
- Context for teammates
- Handoffs between roles
- Explaining decisions or edge cases
Internal comments are not visible externally, so use them freely and clearly.
Response Expectations
- Monitor the inbox throughout the day
- Acknowledge messages quickly, even if full resolution comes later
- If you can’t resolve it today, assign it with context
Common Mistakes to Avoid
- Leaving messages unassigned
- Forgetting to close completed conversations
- Not leaving comments for incomplete responses or during handoffs
Best Practices for Teams
- Make inbox review part of your daily routine
- Agree on ownership rules by message type
- Use tags or categories consistently
- Treat the Open Inbox as a shared responsibility
Quick Start Checklist
Use this to sanity-check yourself:
- ⬜ Message has an owner
- ⬜ Response sent or action taken
- ⬜ Comments added if needed
- ⬜ Conversation closed when complete