Why a shared Gmail account stops working at three people

A shared Gmail inbox works surprisingly well for one person and badly for three. The account is a mailbox, not a queue: everyone sees everything, nobody owns anything, and "who replied?" is answered by scrolling.

The symptoms are predictable:

  • Two people answer the same email with different answers.
  • A customer replies and lands in the inbox of whoever is not working today.
  • Nothing can be counted afterwards, because there is no ticket, only mail.

What replaces it

Not necessarily a big help desk. What is needed is assignment, status and history: each conversation has an owner, a state, and a record attached to the customer.

Onsites AI keeps the email address you already give out, but the messages arrive in a shared inbox where they can be assigned, answered by anyone, and counted afterwards — alongside chat and the messaging channels.

Email in Onsites AI · how a shared inbox works

Free for the first 3 seats. onsitesai.com

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