Aptly Help Desk for Personal Inbox

If messages from Aptly prospects are getting lost in your personal inbox, the issue usually isn’t email routing—it’s visibility. Many teams don’t realize that Aptly’s Help Desk is designed to filter conversations by contact type, but it only works when the inbox is set up as a shared inbox.

In this walkthrough, I show how you can convert your personal inbox into a shared inbox in Aptly without giving anyone else access. By keeping yourself as the only user, you unlock Help Desk features like Customer Groups while maintaining full inbox privacy. The result is a cleaner, more organized way to view messages from prospects, owners, vendors, or residents—all in one place, filtered the way you need.