Create a shared inbox like info@ in Google Workspace

A Google Group gives your team a shared address like info@ or support@ without using a Workspace user licence, and its Collaborative Inbox lets staff see, reply to and assign customer emails without sharing a password.

Create the group

1. Go to admin.google.com, sign in as an admin, and open Directory > Groups > Create group.
2. Enter a Group name, a Group email such as info@yourdomain.com, and an optional description.
3. Optionally add Group owner(s), click Next, choose an access type such as Team, keep clicking Next, then click Create Group.

It can take up to 24 hours to show in the groups directory.

Allow email from outside the company

Only people inside your organisation can post by default:

1. In the Admin console, go to Apps > Google Workspace > Groups for Business > Sharing settings and turn on Group owners can allow incoming email from outside the organization.
2. At groups.google.com, open the group, click Group settings > Posting policies > Who can post, then choose an option that includes people outside your organisation.

Turn on the collaborative inbox

At groups.google.com, open the group, click Group settings > Enable additional Google Groups features, select Collaborative Inbox and click Save changes. Conversation history must be on, and members need the Who can moderate metadata permission to click Take or Assign. To reply as info@, add a send mail as alias. If replies land in customers’ spam, see emails going to spam.

Add or remove members

In the Admin console, open Directory > Groups, click the group name, then Members > Add members, select staff and click Add To Group (staff need their own account; see Add a user). Remove them likewise.

Still stuck

WhatsApp our support team at +60 16-916 3324.

Common issues

Does a shared inbox use up a Google Workspace licence?

No. A Google Group does not use a Workspace user licence, but each person who reads or replies to it still needs their own Workspace account. See Add a user.

Can customers outside our company email the group?

Yes, once you turn it on. An admin enables Group owners can allow incoming email from outside the organization in the Admin console, then the group owner sets Who can post to include people outside the organisation.

How do staff reply as info@ instead of their own address?

Add info@ as a send mail as alias in each person's own Gmail, so their replies can show the group address.

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