Support

Setup help and answers for InboxCrew Shared Inbox.

Contact

Email support@innovaapps.ai. Tell us your team workspace's domain (for example example.com) and what you were doing when the problem happened. Please do not send passwords, links from InboxCrew, payment card details or the content of customer emails. InboxCrew is published by Innova Apps.

Get started

Install InboxCrew from the Google Workspace Marketplace. A Google Workspace™ administrator can also install it for everyone in the organization from the same listing. If installation is blocked, ask your administrator to allow the app.
Open Gmail™ on the web and select the InboxCrew icon in the side panel. Allow the permissions Google asks for.
Choose Create team workspace if you are the first person from your organization; you become its admin. Otherwise choose Ask to join. An admin approves you in Gmail™ or in the team workspace; then click Check again.
As admin, add your team's shared inbox address (for example support@example.com) on the InboxCrew home card in Gmail™ or in the team workspace settings. You can also open a message sent to it, click Track this message and add the address from the list of recipients.
Teammates open a message sent to that address and click Track this message. Then claim it or assign it to a teammate, set its status to Open, Waiting or Done, and add internal notes.
Select Open team workspace on the InboxCrew home card to see your team's queue in your browser, export every record as CSV, preview your digest and manage settings.
Your new workspace starts with a 14-day Pro trial, with no card required. Before it ends, an admin can subscribe to Pro, or the workspace continues on Free. See Billing for admins.

Requirements

A Google Workspace™ account. Personal Gmail™ accounts are not supported.
Each teammate receives the shared address's email in their own Gmail™ mailbox, for example as a member of a Google Groups™ group that delivers to its members. InboxCrew matches copies of the same email by its Message-ID, so every teammate's copy leads to the same record.
Gmail™ on the web, in a desktop browser.

Troubleshooting

The message is not addressed to a team inbox. Tracking works on messages whose To or Cc includes one of your workspace's shared inbox addresses. Admins are offered the recipient addresses to add. Members are told which admin to ask.
The message has no Message-ID. Some messages, such as drafts and some automated mail, have no usable Message-ID header. InboxCrew cannot match them across teammates' mailboxes, so it does not track them.
The card refreshed itself. A card left open for more than 2 hours refreshes itself when you use it and shows "InboxCrew refreshed this card. Try again." Repeat what you were doing.
The team workspace link did not work. Links from Gmail™ work once and for 5 minutes. Open InboxCrew in Gmail™ and choose Open team workspace again. See Team workspace link.
Gmail™ asks for a permission. If you did not allow the current-message permission when you first authorized InboxCrew, Google asks for it when you click Track this message. Allow it and click Track this message again. InboxCrew then reads only that message's headers.
A teammate changed the conversation. If someone updated it after your card loaded, InboxCrew blocks your change. Refresh and try again.
You are waiting for approval. Ask an admin of your team workspace to approve your request, then click Check again on the InboxCrew card. Requests expire after 30 days.
An older conversation is not in the team workspace. The team workspace lists every open conversation and those marked Done in the last 90 days, up to the 500 most recently updated. The CSV export contains every record.
"The Free plan includes 25 new conversations a month, and this month's are used." Your workspace is on Free and has created 25 new conversation records on Free this calendar month (UTC). Conversations created during the Pro trial or on Pro do not count. Copies of emails already tracked and replies to tracked conversations can still be tracked. An admin can subscribe to Pro, or new conversations can be tracked again from the first day of next month.
"The Free plan covers one shared inbox." When adding an address, this means your workspace is on Free and already has a shared inbox; an admin can subscribe to Pro to add more. When tracking, it means Pro ended while the workspace had more than one shared inbox, so tracking is paused. An admin can remove shared inboxes in the team workspace settings until only one remains, or subscribe to Pro. Conversations from a removed address are hidden, not deleted, and return when it is added again.
The plan shows "Pro · payment overdue". A renewal payment failed. Pro continues for 14 days from the first failed payment; an admin can update the payment method or pay the open invoice with Manage billing. After those 14 days the workspace is on Free, but the subscription can stay open with unpaid invoices: pay them in Manage billing to restore Pro, or cancel the subscription there. While it is open, the workspace cannot be deleted. Choose Upgrade to Pro again only if Stripe ended the subscription.
You paid, but the plan has not changed. After Stripe Checkout the team workspace can take a few seconds to show Pro; reload it. Until it does, a new checkout shows "Your payment is being confirmed." If the plan still has not changed a minute later, email support@innovaapps.ai with your workspace's domain and the time of checkout.
"Cancel Pro in Manage billing before deleting the workspace." A workspace cannot be deleted while its Pro subscription is open and not set to cancel, including one with unpaid invoices after a failed payment. Cancel it with Manage billing; you can then delete the workspace, and the subscription ends at the end of the paid period.

Team workspace link

If Gmail™ opened this page when you chose Open team workspace, InboxCrew could not create a sign-in link for you. This happens when your account is not, or no longer, a member of a team workspace (for example while your request to join waits for approval), after too many requests in a short time, or after a temporary error. Reopen InboxCrew in Gmail™ and choose Open team workspace again.

Links from Gmail™ to the team workspace work once and expire after 5 minutes, so open a fresh one each time. Before a link signs you in, the team workspace shows whose account it belongs to. If this browser is not signed in to the team workspace, for example the first time you open it, after you sign out or when the 7-day session has ended, it asks Sign in with this link? and names the account, its email address and the workspace's domain: choose Continue if it is your own Google account, or Cancel to leave the link unused. If this browser is already signed in to the team workspace as a different member, the link first asks Switch accounts?: choose Switch to continue with the link's account, or Stay to keep the current one. A link someone forwarded would sign you in as them, so do not forward these links.

Plans and limits

Free: $0 for the whole team. 1 shared inbox and 25 new conversations per calendar month (UTC) per workspace. A new conversation record counts when it is created while the workspace is on Free; conversations created during the Pro trial or on Pro, copies of an email a teammate already tracked and replies tracked into an existing conversation do not count. Deleting a record, or deleting the workspace and creating it again, does not give the count back.
Pro: $5 per member per month or $48 per member per year, in US dollars, for every member of the workspace and at least 2 ($10 a month or $96 a year). Up to 50 shared inboxes and up to 20,000 conversation records. Prices exclude any applicable tax, and Stripe Checkout does not add tax.
Trial: every new team workspace gets one 14-day Pro trial with no card required. It then continues on Free unless an admin subscribes. Each organization domain gets one trial, also if the workspace is deleted and created again.
Every feature (claiming, assigning, statuses, notes, My queue, the team workspace, CSV export, the digest preview and admin controls) is available on both plans. When Pro ends, nothing is locked or deleted.
On any plan, a team workspace holds up to 200 members and 20,000 conversation records. Admins can delete records they no longer need.
Each conversation holds up to 200 internal notes of up to 3,000 characters each. Its activity history keeps the newest 500 entries.

Billing for admins

The InboxCrew home card in Gmail™ shows your plan under the workspace name, for example "Pro trial · 9 days left" or "Free plan · 3 of 25 new conversations this month". The team workspace shows the plan to every member; select it in the sidebar for the details. Only workspace admins can subscribe or manage billing; members should ask an admin.

Select Open team workspace on the InboxCrew home card, then open Settings and go to Plan and billing.
Choose Monthly or Annual billing. If Innova Apps gave you a promotion code for InboxCrew, enter it there; the Stripe page has no code field. Choose Upgrade to Pro. Stripe Checkout opens on a secure page hosted by Stripe, for every member of the workspace and at least 2, charged in US dollars.
Enter the billing contact, billing address, a tax ID if you are buying as a business, and a payment card (checkout accepts cards only), then confirm. Subscribing during the trial ends the trial, and the first period is charged that day.
You return to the team workspace. Pro can take a few seconds to show; reload if it has not changed after a minute.

Choose Manage billing under Plan and billing to open Stripe's billing portal. There you can update the payment method, billing contact, address and tax ID, view past invoices, switch between monthly and annual billing (prorated), or cancel. A cancellation takes effect at the end of the period you paid for, and Pro continues until then. The number of billed members follows your team automatically: approving a member adds one, and removing a member or leaving removes one, with the difference prorated on the next invoice. This continues while a cancellation is scheduled, and Stripe collects the prorated difference at the end of the period. The number cannot be edited in the portal.

Uninstalling InboxCrew does not cancel Pro. You can also cancel, request a refund within 7 days of starting a new subscription, or ask tax and invoice questions by emailing support@innovaapps.ai with your workspace's domain. Consumers in the United Kingdom or the European Union can also cancel within 14 days of subscribing under their statutory cooling-off right. Never send card details by email. The terms describe renewal, refunds, failed payments and price changes.

Data controls

Admins can delete a conversation record, remove members and shared inbox addresses, or delete the whole workspace in the team workspace settings. Members can change their display name (under Your team) or leave the workspace, and any member can export every conversation record as CSV, on any plan. Deleting the workspace does not delete its billing record, which is kept so the domain gets no second trial and for accounting, or its monthly conversation counts, which are kept so the Free count is not reset. For anything else, including access to or deletion of your personal data, contact support@innovaapps.ai. See the privacy policy.

What InboxCrew does not do

It does not send or reply to email, apply labels or change read or unread status.
It shows no badges or counts in the Gmail™ message list, and it is not a browser extension.
It does not scan your mailbox. A conversation is added only when someone clicks Track this message.
It is not designed for delegated mailboxes. It works with team addresses delivered to each teammate's own mailbox.
It does not email digests. The daily digest is a preview in the team workspace.