Setup guide

Give your team one place to reply.

Set up roles, agree who owns each conversation and make handoffs clear.

STEP 01

Choose who needs access

Open Team and review the available roles. Give each person the role needed for their job, such as administration or responding to customers.

Keep account and billing administration with the people responsible for it.

STEP 02

Use the Team invitation flow with each teammate’s work email. Ask them to follow the invitation and sign in with their own account.

Individual accounts help your team understand who handled a conversation.

STEP 03

Open the Inbox and decide how your team will pick up replies. Use assignments and tickets where appropriate so an enquiry has a clear owner.

Write down when to transfer a conversation, when to open a ticket and what a resolved enquiry looks like.

STEP 04

Have a teammate open a test conversation, review the history and practise a handoff. Check that access matches the intended role.

Review waiting conversations regularly and tell customers what to expect outside support hours.

Product preview with example data

Explore the shared inbox with a dedicated guide and product walkthrough.