Give team leads what they need. Not the keys to everything.
Most shared-inbox tools have two kinds of user: admin, and everyone else. That means the person who actually runs the team either can’t change a rule, or can change your billing. Team Mail Manager has a manager in the middle.
“My Team”, right on the dashboard.
Flag someone as a manager of an inbox and the other members of that inbox become their team. A panel in the sidebar shows each of them with a live presence dot and the number of open conversations they’re holding. Click a name to see exactly what’s in their queue.
- Live online, away and offline dots, driven by a browser heartbeat
- The idle threshold that counts as “away” is yours to set for the account
- Open assigned counts update the moment work is assigned, closed or reassigned
- Drill into any team member’s queue without leaving the dashboard
- Only managers see the panel. Nobody else has a dashboard full of other people’s numbers
A management area scoped to their inboxes.
Managers get their own section of the app covering the inboxes they run, and nothing else. They can shape how their team works day to day without waiting on an admin, and without being able to touch another team’s configuration.
- Tags: create and edit the labels their team uses
- Rules: build, reorder, enable and disable their inbox’s triage
- SLA targets: set first-response and resolution promises for their inbox
- Reports: SLA, workload, agent performance and backlog, filtered to their inboxes
- Every path is authorised against the inboxes they manage. There is no URL that widens it
Three levels, and no surprises.
| Can… | Member | Manager | Admin |
|---|---|---|---|
| Work conversations in their inboxes | Yes | Yes | Yes |
| See other teams’ conversations | No | Only the inboxes they belong to | Yes, the whole account |
| See live presence and queues for their team | No | Yes | Yes |
| Manage tags, rules and SLA targets | No | For the inboxes they manage | Account-wide |
| Run reports | No | For the inboxes they manage | Account-wide |
| Invite people and set roles | No | No | Yes |
| Connect Microsoft 365 mailboxes | No | No | Yes |
| Set retention and reply behaviour | No | No | Yes |
Managers are appointed per inbox, so one person can run two teams and stay an ordinary member of a third. Admins can be managers too. Being a manager of an inbox is what puts “My Team” on your dashboard.
Hand your team leads the controls.
We’ll show you the manager view, and everything it deliberately can’t reach.