Teams and permissions
A shared inbox only works if it is clear who does what. Roles decide what a person can reach, teams decide where work lands, and notes and mentions keep the conversation with the customer separate from the conversation about the customer.
How a team is organised
Administrators and agents
Two roles cover most teams: an administrator configures the workspace, an agent works in it. Both are enforced on the server, not hidden in the interface.
Custom permission sets
When two roles are not enough, a custom permission set grants exactly the capabilities a role needs — and never more than your plan includes.
Teams with their own queues
Group agents into teams, route conversations to a team rather than a person, and let the team decide who picks it up.
Private notes and mentions
A note is internal and stays internal. A mention notifies the colleague you need, on the conversation where you need them.
Worth knowing
Per-agent capacity limits — a cap on how many conversations one agent may hold — are not part of this product. Fair distribution with a limit and a time window is, and it lives on the assignment policy.