O
Otto Gunther
When replying to an email in the Practice Inbox, the "From" dropdown only shows Practice inbox options. Personal inboxes are excluded entirely — even though they appear correctly on Compose.
The problem:
  • Every client reply goes out with the generic firm signature, regardless of whether the user has a personal inbox and signature configured
  • Personal inboxes ($10/mo each) only work for self-initiated outbound emails — not replies to inbound client messages, which is the majority of our communication
  • The obvious workaround is composing a new email instead of replying, but that breaks the thread for the client
Why it matters:
  • For small firms, the person is the service — our clients have a relationship with Jamie or Heather, not "KeyRing Business Solutions"
  • When a client reaches out and gets back a faceless firm signature, it undercuts the personal touch we're building
  • This is standard shared inbox behavior in tools like Front, Help Scout, and even native Gmail/Outlook shared mailboxes
Proposed solution:
  • Show Personal and Practice inboxes in the "From" dropdown on Reply, same as Compose
  • When a user selects their personal inbox, apply their personal signature
  • The UI pattern is already built — it just needs to extend to the Reply flow
Double's Practice Inbox already nails the inbound side of shared inbox management. Extending the "From" selector to Reply would complete the picture and make personal inboxes valuable for the workflow where firms need them most.