Workspaces & teams

Who can answer your customers

Updated: 2026-09-29

Customer messages arrive in your company's customer inbox. The owner can always answer, and so can members the owner has allowed to handle customers. Handling customers is a per-member setting that members do not get automatically. Contractors never see the customer inbox.

Replies go out as your business. The customer sees the company's name and logo, not the person who replied, and the exchange stays in one continuous conversation however many people work on it.

The owner turns customer handling on or off for each member, without changing their role. Give it to the people who speak for the company, and switch it off when that changes.

When someone is removed from the workspace, they lose access to the inbox along with everything else.

The inbox gives the team tools for working together: assignment, statuses, priorities, labels and internal notes.

Keep reading

Managing conversations in the customer inbox

Business Hub · The customer inbox holds your company's conversations with customers. Each customer has one conversation with your company, created the first time they message your public page. A client record is added to your client list at the same time.

Inviting someone to your workspace

Workspaces & teams · This article explains how to invite people to a workspace and manage their roles. People join by invitation and become members when they accept.

Your company's public page

Business Hub · Your company has one public page in the Business Hub. It shows your cover and logo, name and tagline, an about section, an address, contact actions, your catalogue of products and services, and your open jobs. It starts as an unpublished draft and becomes public when you publish it.

Roles, permissions and apps in a workspace

Workspaces & teams · A workspace has four roles: owner, admin, member and contractor. Owners and admins can do everything. A member's access is set per app: view, create, edit, delete and approve are decided separately for each module. A contractor is outside the team and holds no app permissions.

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