Shared Inbox, Shared Mailbox, Email, Email Inbox, Email Ownership | Global Inbox

Flexible product and excellent support

We started with one email use case but found that GOAT Email could support more of our process than expected. Templates, signatures, and email rules have helped us make communication more consistent, while the full email history remains available in Salesforce. The support team was responsive and helped us configure the product around the way our users work.

Reliable email history in Salesforce

We needed a better view of customer communication across Accounts, Contacts, and Opportunities. GOAT Email gives us that visibility without adding extra work for users. It is especially helpful when more than one person works with the same customer or when a colleague needs to take over an account.

Helped us improve our service email process

Our support team handles a lot of customer emails, and it was difficult to keep track of open conversations across different inboxes. With GOAT Email, we can see the full thread, link emails to the right Salesforce Cases, and make sure requests have an owner. It has made follow-ups easier and reduced the chance of something being missed.

Much better than manual email logging

Before GOAT Email, users had to manually log Outlook emails in Salesforce. As expected, the history was often incomplete. Now the email history is available on the record and users can reply with the full customer context in front of them. It has made Salesforce much more useful for our customer-facing teams.

A useful shared inbox inside Salesforce

We needed a better way to manage a shared mailbox and make sure customer emails were not missed when someone was away. GOAT Email gives the team one place to see, assign, and follow up on emails in Salesforce. It is much clearer who owns each conversation, and managers have better visibility without needing to ask people for updates.

Great visibility for customer emails

We were struggling with incomplete email history in Salesforce because too much communication was staying in personal Outlook inboxes. GOAT Email has made a real difference. We can now see customer conversations directly on the relevant records, which makes handovers and follow-ups much easier. The team was also very helpful during setup.

Replaced two tools (Email-to-Case + Outlook add-in) with one

We were running Salesforce Email-to-Case for support and a separate Outlook plugin for the sales team's tracking. Two different data models, two sets of bugs to chase, two licenses to renew. GOAT consolidated both: shared inboxes for support, native Outlook and Gmail sync for sales, every email a proper Salesforce record. Cleaner data, fewer vendor relationships, and our admin team's monthly upkeep dropped significantly.

Everything Einstein Activity Capture promised, and the things it doesn't do

Einstein Activity Capture was supposed to be the email-to-Salesforce solution, but in practice it captures activity metadata, not the actual email body, the moment you need to search a real thread or share it with a colleague it falls apart. GOAT replaced it for us. Real email records with full bodies and attachments, real threading, real ownership. The migration was easier than I expected — the team has a clear playbook for organizations moving off EAC.

Email governance our compliance team finally approved

In our industry we couldn't keep using personal Outlook folders for client communication- auditors wanted visibility, retention and clear ownership. GOAT gave us all three. Every client email lands in Salesforce as a record, ownership is explicit, and our compliance team can audit who saw what and when. Replacing scattered personal inboxes with a governed structure inside Salesforce was the win our risk team had been asking for for years.

Threading and full email history inside Salesforce, no compromises

What sold us on GOAT was native email handling. Other tools log a partial activity or a summary; GOAT stores the actual email as a Salesforce record, threads replies properly and lets us find any thread by account or contact in seconds. Our CSMs prep for QBRs by pulling the full email history per customer in one click. That alone saved hours a week and made handovers between team members painless.