The shared inbox becomes a real inbox: labels, folders, notes, search and an editor that's already open

The shared inbox now works the way you expect an inbox to work. Labels are colour-coded and many-to-many - a conversation can be "Billing" and "VIP" at once, so labelling something never removes it from somewhere else - and you group them into folders in a new left-hand rail alongside standing views for Unread, Assigned to me, Unassigned, Starred, Snoozed, Closed and Archived, each with a live count. Deleting a folder never deletes what's inside it; its labels simply return to Ungrouped. Deleting a label removes it from conversations and touches nothing else. Search now covers message bodies, email subjects and senders - not just names - and any combination of filters can be kept as a saved view, private to you or shared with the team. Internal notes arrived: write a note in the thread, @mention a teammate and they're notified, and it's rendered in unmistakable amber so nobody confuses it with a reply - notes are never delivered to the customer, never reorder your inbox and never reopen a closed conversation. Everyday triage got faster: star to pin a thread to the top, archive to clear it without declaring it resolved (an archived thread comes straight back if the customer writes again), snooze with real choices - an hour, three hours, tomorrow, next week - rather than only a day, and bulk actions from checkboxes in the list to close, archive, assign, label or mark read across a whole selection at once. Keyboard shortcuts are the Gmail ones: j/k to move, e archive, y close, s star, u unread, a assign to me, r reply, n note, l labels, / search, ? for the list. Every row now shows a waiting timer - how long the customer has been waiting on a reply, amber past an hour and red past four - so a thread going cold is visible rather than discovered. Two long-standing annoyances are fixed. Replying to an email no longer means opening a dialog over the conversation you're reading: the full rich composer is now docked in the thread, open and ready to type into, with recipients and subject folded away until you want them. And a conversation from someone who isn't in your CRM yet no longer dead-ends: instead of a broken "View contact" link, the panel now offers suggested matching records - each with the reason it matched, whether that's the same email address, the same mailbox ignoring plus-tags, or a company that owns the sender's domain - plus a one-click create-and-link pre-filled from the sender. Consumer mail domains are deliberately never treated as a company match, so two people on Gmail are never mistaken for colleagues. Separately, the floating AI assistant bubble no longer sits on top of page controls anywhere in the app - the layout now reserves space for it.