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Team mailboxes

A team mailbox is a shared Gmail mailbox, such as support@ or sales@, that a chosen group of users read and answer together. Members see the same threads, share one read state, and can tell at a glance which conversations still need an answer.

Personal mailboxes are unchanged. See Email for those.

Requirements​

The mailbox must be a Google Workspace account on the domain the deployment is configured for. Consumer Gmail accounts are not supported, and neither are accounts on other domains. An address that is already connected as someone's personal mailbox cannot be connected as a team mailbox.

Setting one up​

Team mailboxes are managed at /settings/team-mailboxes, which only admins see in the settings navigation.

  1. Choose how much history to import (see below).
  2. Select Connect team mailbox. Google shows an account chooser with consent, so you can pick the shared account instead of your own.
  3. Back in Warpdrive, set the display name, the overdue threshold in hours (default 24), and the members, then select Save mailbox.

Only members can see or send from the mailbox. Changing the member list takes effect on save.

History import​

When connecting, an admin chooses to import 30, 90, or 180 days of existing mail. The default is 90. The import runs in the background worker and can resume if it is interrupted. The settings card shows its status.

Imported conversations start as read, and a conversation nobody has answered keeps its original reply status. Reconnecting a mailbox keeps the history choice made the first time.

What members see​

Members see a Team section in the Inbox folder rail, with one entry per team mailbox and an unread count. Selecting one lists the mailbox's threads.

  • Members see every thread in the mailbox, whether or not it is linked to a record.
  • Read state is shared. When one member reads a thread, it is read for all of them.
  • The unread badge in the main navigation counts personal and team mail together.

Linking to records​

Team mail links to people and deals by the same rules as personal mail (see How threads link to records), with one difference: a record counts as visible to the mailbox if any member can see it.

Once a thread is linked, people who are not members see it on the person or deal only if the normal CRM visibility rules let them see that record.

Sending​

The composer's From picker lists your personal mailbox and every team mailbox you belong to. Each message sent from a team mailbox is attributed to the member who sent it.

  • Drafts and the Outbox are private to their author, even on a team mailbox.
  • A queued or scheduled send is checked against membership when it goes out. If the author has been removed from the mailbox by then, it is not sent.
  • Removing a member discards their unsent drafts and queued sends for that mailbox.
  • Only an admin can disconnect a team mailbox. Disconnecting stops sync and sending and keeps the stored conversations.

Reply-status chips​

Each team thread carries a chip showing whether it has been answered:

  • Unanswered 3h or Unanswered 2d counts the time since the oldest inbound message that has no reply after it. The chip is amber, and turns red once the wait passes the mailbox's overdue threshold.
  • Replied · Alex appears once a member answers, with the first name of the member who sent the latest reply.
  • A new inbound message on a replied thread resets it to Unanswered.

Not included​

Team mailboxes do not have:

  • Assigning a thread to a member.
  • Write-back of read state to Gmail's UNREAD label.
  • Response-time reports.
  • Notifications for overdue threads.
  • Converting an existing personal mailbox into a team mailbox.
  • History import for personal mailboxes.
  • Email, for composing, linking, and tracking.
  • Email sync, for connection requirements and troubleshooting.