Question 1

How do shared inboxes work?

Accepted Answer

An admin shares a connected mailbox with the team. From then on members can read that mailbox’s threads and reply on them, while the owner’s OAuth tokens and the mailbox’s private context stay owner-scoped and are never exposed. Everyone works the same threads — assign one, mark it done, or post a comment and it becomes shared state. Roles decide who can do what: owners and admins administer the team, members read and reply via Copilot, and viewers read and comment only.

Question 2

What do I need to create a team?

Accepted Answer

Creating a team requires the Team plan. Once you’re on it, you invite teammates by email; each person accepts to join and takes one seat within your plan’s seat count, which starts at a minimum of three. You can share mailboxes and set roles as soon as members accept.

Question 3

What are the team roles?

Accepted Answer

There are four: owner, admin, member (also called collaborator), and viewer. Owners and admins can invite and remove members, set roles, share and unshare mailboxes, set each member’s per-mailbox access, and manage the shared mailbox’s context. Members can read shared mailboxes, reply via Copilot, assign threads, and post comments. Viewers can read and post comments only — they cannot reply to external email.

Question 4

Can a team member reply from a shared inbox?

Accepted Answer

Yes — members (collaborators) can reply on any shared mailbox they have access to, and every reply goes through Copilot’s approval step, so nothing sends until a person confirms the draft. Viewers cannot reply to external email; they can read the thread and post internal comments only.

Question 5

Does sharing a mailbox affect how the AI agent works on it?

Accepted Answer

When the agent drafts on a shared mailbox it drafts as the owner — in the owner’s voice, using the owner’s client and context brain — so replies stay on-brand regardless of which member requested the draft. The member still reviews and approves under Copilot before anything sends, but the writing reflects the owner, not the member.

Question 6

Can I limit a member to specific mailboxes?

Accepted Answer

Yes. By default a member sees every shared mailbox, but an admin can restrict a member to a chosen subset. Leaving the restriction empty means that member has access to all shared mailboxes. This is set per member under Settings → Mailboxes.

Question 7

Can teammates see my personal mailboxes or my credentials?

Accepted Answer

No. A mailbox that hasn’t been explicitly shared cannot be seen by any teammate, whatever their role — sharing is always a deliberate admin action. And even on a shared mailbox, the owner’s OAuth tokens and attached context are never exposed to members: they can read and reply on the threads, but they can’t extract the owner’s login or private brain.

Question 8

Is a shared inbox the same as a helpdesk?

Accepted Answer

No. Shared inboxes are built for small teams of operators who need shared visibility and light, human-first collaboration — not ticket queues, SLAs, or CSAT scoring. There’s no concept of a ticket; you work the actual email threads together, assign them to a person or the agent, and comment internally. If you need a full customer-support platform with reporting and routing rules, AI Emaily is not the right fit.

Question 9

Who can share or unshare a mailbox?

Accepted Answer

Only owners and admins. Sharing grants the team read and reply access to that mailbox’s threads; unsharing removes it. Members and viewers can work shared mailboxes but cannot change what is shared or who has access.

Shared inboxes

What a shared inbox is

Team plan and seats

Roles

Sharing a mailbox

The agent drafts as the owner

Removing access

Frequently asked

Role	Read shared mailboxes	Reply to external email	Post comments	Admin actions
Owner	Yes	Yes (via Copilot)	Yes	Yes — full control
Admin	Yes	Yes (via Copilot)	Yes	Yes
Member (collaborator)	Yes	Yes (via Copilot)	Yes	No
Viewer	Yes	No	Yes	No