Train your teammates
Add users from different domains
How to install Gmelius
How To Install Gmelius across a Google Workspace domain
Is Gmelius available on mobile?
Switching to Gmelius
How to create a shared inbox
How to create a shared inbox for a primary email address
How to create a shared inbox for an alias
How to create a shared inbox for a Google Group
Understanding shared inboxes
How to manage emails in your shared inbox
Troubleshooting a Shared Inbox created from a Google Group
Manage users of a workspace
How to send emails and reply from a shared email address
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How to rename a shared inbox
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Prevent forwarded emails from being shared
How to manage your shared inbox with the Board View
How to create a board
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How to add an email to a board
Manage your boards
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Shared Gmail Labels
How to share Gmail labels
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Prioritise a shared label
Notes and @mentions
How to create and use tags
Understanding the difference between a shared inbox and a shared Gmail label
How to use workspaces?
How to create and use custom views
How to share a draft in Gmail?
How to avoid double replies
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Emails are not arriving in the shared inbox
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How to view the full history of a shared email conversation?
How to use the multiple inbox view
How to use Gmelius advanced search
Pin the "Mine (all)" in your inbox
Rules and SLAs
Understanding Gmelius Rules
How to create a rule
How to see emails both in a workspace and in your regular inbox
How to set-up an autoresponder
How to create alerts for shared inboxes (SLA)
How to automatically assign emails (including round robin and load balancer)
How to add and use business hours
How to create and share email templates
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Understanding the difference between a single-stage and a multi-stage campaign?
How to add an unsubscribe link
Why my campaign is not sent to all contacts?
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How to export my Google contacts to a CSV file
Understanding the analytics of your campaign
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I get an open notification when checking my sent emails
Email tracking is not working
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CRM Integration (Bcc rules)
Account & Billing
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Gmelius roles and permissions
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FAQ & Quick Fixes
Gmelius is not loading
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Troubleshooting a Shared Inbox
Workspaces created before April 2021
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Legal & Policies
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Gmelius SLAs and System Requirements
Feature Deprecation Process & Policies
Google Advanced Protection
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Updated by Gmelius
SLAs (Service Level Agreement) are very common especially in the travel and logistics industries, to provide top-notch service to customers. Even if your team does not have formalised SLAs with clients, Gmelius Rules can help you improve response times as an internal goal.
There are two ways you can create an SLA (Service-Level Agreement) alert for a shared inbox:
1. Create an SLA with a shared label
If you would like to keep a record of the emails that were not responded in a shared inbox, see these emails in your regular inbox or be notified on Slack on any SLA breach.
First make sure to create a shared label, e.g. "SLA Breach" and share it with at least the same members as your shared inbox. Then:
Head to your Gmelius dashboard to create rules: gmelius.io/automation/rules/create
- Create a rule for your shared inbox and name it as you want
- Leave it "For Each New Conversation".
For any help on how to create a rule from scratch, you can always refer to our help centre step-by-step article
- Then you select "After" and choose the time after which the shared label will be applied if the emails are not replied in the shared inbox
- Choose the action "Add label" and select the shared label you created.
You will then see the shared label before the subject line of the email
2. Create an SLA with a Tag
If you only need to have a visual alert when an email has not been responded:
- Create a Tag, e.g. "SLA Breach" and colour it.
- Head to your dashboard and follow the same steps as for the shared label but in step 4 choose the action "Add tag" and select the tag you created.