Shared team inboxes

A shared mailbox is one address, like support@ or sales@, that a team reads and answers together. Everyone on the mailbox sees the same messages and replies from the shared address, so a customer who writes to support@ gets an answer from support@ no matter who typed it. A mail administrator creates the mailbox; its owner or an administrator manages who is on it. You move between your personal mailbox and any shared one from the sidebar.

Open a shared inbox

When you belong to one or more shared mailboxes, an account switcher appears at the top of the Mail sidebar.

1. Click the account switcher.
2. Pick the shared mailbox. A Shared inbox chip shows while you are in it.
3. Read and reply as you would with your own mail. Replies go out from the shared address.

Members of a shared mailbox all get a real-time notification when new mail arrives, so nothing sits unseen.

Create a shared inbox

Creating one is a mail-administrator task and needs a verified sending domain.

1. In the Mail sidebar, click New shared mailbox.
2. Enter a display name and the address (the part before the @), then pick a verified sending domain.
3. Click Create. You become the mailbox's manager.

If you do not see New shared mailbox, you are not a mail administrator. See Mail administration & deliverability.

Manage who is on the mailbox

The owner (the manager) or a mail administrator sets membership.

1. Open the shared mailbox from the account switcher.
2. Click Manage members on the shared-inbox badge.
3. Add or remove people from the list of internal users, then save.

Members can read and reply. Only the owner or an administrator changes the membership.

Send from the shared address

When you have more than one mailbox, the composer shows a From selector. Pick the shared address to answer as the team rather than as yourself. See Compose & send.

What the team shares, and what stays yours

Read, star, and trash state belong to the whole team. When one person reads or stars a message, it shows read or starred for everyone. That is what lets the team see at a glance which messages have been handled and which are still waiting.

Your drafts are the exception. A draft you write in a shared mailbox is yours alone, so no teammate sees a half-finished reply. Drafts and their limits are covered in Compose & send.

Related

• Mail overview
• Read, search & organize
• Compose & send
• Mail administration & deliverability
• For one-to-many sending to a list, use Email Marketing.