Shared drafts

Collaborate on replies before they go out

Write a draft reply. Share it with your team for review. Multiple people can suggest edits before you hit send. The customer sees one polished response.

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Customer Support

Re: Onboarding checklist feedback

Lisa Park2h ago

Hi, the new walkthrough is much better! One question though, can we customise the welcome email template for different customer segments?

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2 collaborators

Hi Lisa,

Thanks for the feedback on the walkthrough! Yes, you can absolutely customise the welcome email. Here's how:

1. Go to Templates in the sidebar
2. Click "Welcome email" and select "Duplicate"
3. Edit the subject line and body for your segment

Marcus is viewing this draft

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via MCP

Better replies, sent with confidence.

Co-editing

Team editing

Write a draft reply. Share it with your team for review. Multiple people can suggest edits before you hit send. The customer sees one polished response, not the back-and-forth that went into crafting it.

Tolisa@parkdesign.com

ReRe: Invoice #4521 - Payment confirmation

Hi Lisa,

I've reviewed your account and can confirm the payment was processed successfully. The updated invoice is attached below for your records.

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Customer-safe

Invisible until sent

Shared drafts are internal. The customer never sees them until you choose to send. No risk of accidentally sending a half-written reply. Draft, review, polish, and send when it's ready.

DRAFTRe: Invoice #4521

Hi Lisa,

I've reviewed your account and can confirm the payment was processed successfully. The updated invoice is attached for your records. Please let us know if you have any further questions.

SendEdit

Edited by Elena, 5m ago

Review flow

Quality control

Flag drafts for senior team members to review. New team members learn faster by getting feedback on their responses. Sensitive replies get a second pair of eyes. Consistent quality across the entire team.

Activity

Sarah Chen edited draft

2m ago

Marcus Johnson added to CC

8m ago

Sarah Chen created draft

15m ago

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Your shared inbox, accessible from any AI tool.

Connect your inbox to the AI tools your team already uses. Read, reply, assign, and resolve through MCP, API, or Drag Agent.

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Drag Agent

Classifies, drafts, and resolves tickets end-to-end.

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MCP Server

47 tools for read + write access from any AI client.

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REST API

Boards, threads, contacts, automations. Webhooks included.

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AI Drafts

Reads the thread, drafts a reply in your team's tone.

Reply as the team, not as yourself.

Control who the customer sees, regardless of who writes the reply.

Send replies from shared addresses (support@, sales@, billing@) or from another team member's email. Define default reply addresses per board. The customer always sees a consistent sender, even when different team members handle different parts of the conversation.

This is especially powerful for teams where junior members handle initial drafts and seniors review before sending. The customer sees one professional reply from the team address. Behind the scenes, your team collaborated on the perfect response, drafting, reviewing, and approving in one smooth workflow.

Combined with email templates, shared drafts become even faster. Start from a template, customise it for the specific conversation, share for review, and send. Consistent, accurate, and professional, every time.

“Drag has completely changed the way our team uses our Email, eliminating double work, emails getting missed and creating LESS emails for everyone!”