Trupeo always opens in the same place: the messages nobody has taken yet. In the app this view is labelled “To sort”. It is the unassigned view, and it is the one your team should look at first.
What the unassigned view is
It is the default view. When you open Trupeo the address ends in
/inbox/unassigned and this list is what you see. It sits first in the menu,
before “For me”, “In progress”, “Handled” and “All”. Every view shows its own
counter.
It holds the open conversations that have no owner. As soon as a conversation is given to someone or marked as handled, it leaves. When nothing is left, Trupeo shows “Everything is already taken care of.”
Why it exists
In a plain shared mailbox everyone sees the same messages and nobody knows who is doing what. Two situations come back all the time: two people answer the same customer ten minutes apart, or each assumes the other is handling it and the message sits unanswered for three days. We took the first one apart at length in how to avoid duplicate email replies, if you want the reasoning behind this page.
The unassigned view answers one question: what has nobody taken yet? As long as a message is in that list, it belongs to no one. That is a state the whole team can see, not something living in one colleague’s head.
The one habit
Take the conversation before you write your reply.
Replying does not assign anything on its own. If you answer without taking the message, it stays in “To sort” and a colleague can answer right after you, without knowing.
Open a conversation and three buttons sit above the thread: “For me” when you take charge of it, “Assign to” to choose the person who will handle it, and “Done” when there is nothing left to do.
You can also work from the list: tick several conversations and a small toolbar of icon buttons appears, with the same actions. Hover one to read its name.
Trupeo adds a safety net: while someone is writing a reply, the conversation shows a padlock in the list and the message “Someone is replying” when you open it. That helps, but it only appears at the last moment. Assignment is visible from the list.
If nobody takes the message
A message that sits in “To sort” for ten minutes without anyone opening or taking it tells the whole team. The notification is titled “Jean Dupont is still waiting for a reply” and carries an “I’ll take it” button that takes the conversation without leaving the panel.
It stops on its own as soon as somebody acts: opening the message in Trupeo is enough, and so is taking it, replying, or marking it handled. Nobody has to silence it by hand.
This is the reminder that keeps the unassigned view trustworthy even on days when nobody watches it. If your team works without ever assigning, it is also the one that will reach you most often: you can tune it in your notifications.
What happens when you assign
The conversation leaves “To sort” for the whole team: nobody sees it among the messages to sort any more. It appears in “In progress”, which everyone can open, and in the “For me” of the person you chose. The thread keeps a readable trace of it, in the form “Alex is handling this email”.
If you got it wrong, “Move back to sort” puts it back in the unassigned view.
It is in the menu behind the ••• button, next to those three buttons.
Next step
For the detail of assigning, handing a message to a colleague and taking back one that was already marked as handled, see Assign a conversation.