Agent inboxes

You can give any agent a Gmail inbox. The agent can then read the mail in it, sort it and draft replies. Nothing is ever sent without a person pressing Send.

Every Gmail connected in a workspace can be read by everyone in it, whether or not an agent uses it. Keep that in mind before you connect a personal account.

Giving an agent an inbox

1. Open the agent.
2. Click the inbox icon at the top, beside New chat and History.
3. Under Use a Gmail account, choose one of the workspace's Gmail accounts, or click Connect a Gmail (or Connect another Gmail) to sign in to a new one.
4. Click Link inbox.

The dialog reminds you who can read the mailbox before you link it. Viewers can look but can't give an agent an inbox.

Who can see an inbox

A Gmail connected in a workspace belongs to the workspace, so everyone in it can read it, on the Mail page and through any agent that uses it. The dialog names how many people that is, and their roles.

• Members, admins and owners can also reply and send from it, and change its Smart inbox and rules.
• Viewers can only read.

The first time someone opens a mailbox they didn't connect, Claos tells them it's the workspace's Gmail, who connected it, and which agents use it.

Link a work mailbox, such as a shared sales or support address, rather than a personal one.

Using the inbox

Once it's linked, the inbox icon opens the mailbox beside the agent, in the same mail client as the Mail page. The Mail page also lists the mailbox, and shows which agents use it.

The agent can work with the mail in several ways:

• Members, admins and owners can open an email and use Assign to agent to hand it over.
• With Smart inbox on for that mailbox, Draft replies can write replies in the agent's voice. The drafts wait in Gmail for someone to check and send.
• Members, admins and owners can make rules that pass matching email to an agent automatically.

See Mail and your Gmail inbox for how each of these works.

Sharing one inbox with several agents

Members, admins and owners see Available to when they open the inbox: a list of the workspace's agents, each with a tick box.

1. Tick the agents that should use this inbox, or tick Select all.
2. Click Save.

Select all picks the agents there are now. Agents made later aren't added.

An agent has one inbox at a time. If an agent you tick already uses another inbox, Claos asks whether to switch it.

Viewers see which agents use the inbox, but can't change the list.

Unlinking

Members, admins and owners can open the inbox icon and click Unlink from the agent. The agent stops using the mailbox. The Gmail itself stays connected to the workspace.

Related

• Mail and your Gmail inbox
• Roles and permissions