The Help Desk in Aptly brings all your communication into one central workspace. It’s a culmination of your shared inboxes, customer groups, and team members, giving you and your team a complete view of all conversations in one place.
From here, you can manage messages, collaborate with teammates, track customer communication, and take action—all without leaving the inbox.
💬 Conversation Preview
The conversation preview section displays all messages from your connected shared inboxes, including email and phone conversations.
Within each preview, you can quickly see:
- Whether a card is related to the conversation
- Any topics attached
- If a comment has been added
- Who the conversation is assigned to
This makes it easy to understand context and ownership at a glance.
⚙️ Conversation Preview Display Options
At the bottom left of the Help Desk, under Inbox Settings, you’ll find several customization options:
- Show or Hide Preview Text:
Display the first line of each email for more context, or hide it to reduce the amount of space previews take up on your screen.
- Add Quick Actions:
- Snooze
- Mark as read or unread
- Move to folder
- Mark as done
- Mark as spam
- Flag
- Delete
Enable hover actions on your conversation previews for faster inbox management.
Quick actions include:
These shortcuts help you triage messages quickly without opening the full conversation.
👥 Customer Groups
You can also select customer groups to display in your Help Desk.
Customer groups are organized by contact type (for example: owners, residents, prospects) and are configured in your Help Desk settings.
Within each customer group, you’ll see:
- All open and closed conversations for that contact type
- A list of contacts within the group
- For each contact, their details and all emails sent or received in the last 30 days
This makes it easy to keep track of ongoing communication by customer segment.
👤 Team View
The Team section allows you to add teammates from your organization.
Each teammate’s folder displays all conversations assigned to that user, giving managers or support leads a quick way to review workload and activity by person.
🖱️ Drag and Drop Conversations
You can now drag and drop conversations directly into folders within a shared inbox.
Just hold down on a conversation and drag it to your desired folder. All available folders will appear on the left for easy access.
This small but powerful feature makes inbox organization much faster.
🤖 Premium AI Features
If you’re an Aptly Premium subscriber, you’ll have access to built-in AI Insights to help your team communicate more efficiently:
- Sentiment Analysis:
AI detects the tone and mood of each message to help you gauge how your contact is feeling.
- Conversation Summary:
A concise summary appears at the top of each conversation, helping you understand the context instantly.
You can even create a task directly from the summary details.
- Suggested Responses:
At the bottom of each email, Aptly generates a smart, suggested reply.
You can choose to edit, discard, or send it instantly.
📄 Conversation Details and Contacts
On the right-hand side of every conversation is a collapsible details pane.
Here, you’ll find:
- Participants in the thread
- Related cards and locations
- Attachments, events, and conversation history
If a card is attached, it will display automatically in this section so you can see all related information in one view.
The Contacts tab within the details pane lets you:
- Toggle between all contacts in the thread
- View or edit their contact records
- Add alerts (for VIPs or other key contacts)
- Add notes or tags
- Review all of their previous conversations
This helps you stay fully informed when communicating with anyone connected to the thread.
🔄 Sharing Conversations
Instead of forwarding emails, Aptly allows you to share conversations with teammates.
Sharing keeps the entire conversation history intact while ensuring everyone involved has full visibility.
You can also mention teammates in comments or add them to private threads—they’ll see these conversations in their Shared with Me section of the Mine view.
👁️ Email Open Tracking
For any emails sent from Aptly, you can easily see whether your recipient has opened the message.
Just look for the eye icon next to outgoing emails.
Hover over it to view:
- Whether the message was opened
- How many times it was viewed
- The first and last open times
This helps you confirm delivery and engagement at a glance.
✅ The Help Desk Advantage
The Help Desk brings together the best of Aptly—collaboration, visibility, and automation—so your team can manage communications efficiently and confidently.
From shared inboxes to AI insights and drag-and-drop actions, it’s designed to help your team spend less time searching and more time responding.