Group owners and managers can make any of their groups a Collaborative Inbox, where group members can take and assign conversations and perform other collaboration tasks.
Tip: For more advanced collaboration features, such as ticket handling among support team members, instead set up mail delegation in Gmail.
How it works
Members of a Collaborative Inbox group who have the correct permissions can:
- Take a conversation they volunteer to respond to
- Assign responsibility for a conversation to another group member
- Mark a conversation as complete, duplicate, or no action needed
- Search for conversations according to resolution status or assignee
Step 1: Create a group
Create the group you want to use as a Collaborative Inbox. Then add the members who will assign and track conversations.
Get steps at Create a group.
Step 2: Turn on Collaborative Inbox features
To enable Collaborative Inbox features, you must turn on conversation history. For details, see Turn conversation history on or off.
- Sign in to Google Groups.
- Click the name of a group.
- On the left, click Group settings.
- Under Enable additional Google Groups features, select Collaborative Inbox.
Step 3: Assign permissions
For users to take advantage of Collaborative Inbox features, group owners or managers must give them the correct permissions:
||Who can moderate metadata|
||Who can moderate content|
For details, visit Set permissions for managing a group.