Team inboxes organize conversations by department or function rather than by individual person, and Users is the directory of everyone with access to your workspace. Both live in the Inbox sidebar.
Team inboxes
Think of a team inbox as a departmental mailroom slot: rather than every conversation landing in one undifferentiated pile, it gets sorted into labeled slots — Sales, Support, Technical, Billing, or however your business is actually structured. A member of the Technical team only sees conversations assigned to the Technical inbox when they filter by it; a member of Sales only sees Sales conversations, and so on.
Create a team inbox
- Click the + button beside Team Inboxes in the sidebar (or go to Settings → Team Inboxes).
- Select an icon to represent the inbox.
- Give it a name — for example “Technical Support” or “Billing”.
- Add users — the teammates who should have visibility over this inbox.
- Click Create.
Once created, any conversation assigned to that team becomes visible to every member added to it, and invisible in that filtered view to everyone else. The sidebar shows a conversation count next to each team, so you can spot a backlog building up in one department at a glance.
Users
Users lists every person with access to your workspace, with a count of conversations currently assigned to each — useful for spotting when one teammate is overloaded relative to the rest of the team.
Add a user
- Click the + button beside Users in the sidebar.
- Enter the person’s email address.
- Click Add.
If that email already has a Heyy account, they’re added to your workspace directly. If not, Heyy sends them an invite to register and join.
Add a teammate to Users before creating the team inbox they belong to — you’ll need them in the workspace first to add them as a member during the team inbox’s creation step.
