How To Create a Shared Inbox in Gmail (2025 Guide)
Need your team to access the same Gmail inbox? Gmail doesn't have a built-in shared inbox feature, but there are three ways to set one up: delegation, Google Groups, or third-party tools.
This guide covers all three methods with step-by-step instructions so you can choose the right approach for your team.
In this article:
- Quick Comparison: Which Method Should You Choose?
- Method 1: Gmail Delegation (Best for 1-2 People)
- Method 2: Google Groups Collaborative Inbox (Best for Small Teams)
- Method 3: Third-Party Shared Inbox Tools (Best for Growing Teams)
- Troubleshooting Common Issues
- Frequently Asked Questions
Quick Comparison: Which Method Should You Choose?
| Feature | Gmail Delegation | Google Groups | Third-Party Tools |
|---|---|---|---|
| Best for | 1-2 people | Small teams (5-10) | Growing teams (10+) |
| Setup time | 5 minutes | 10 minutes | 15-30 minutes |
| Cost | Free | Free | $10-20/user/month |
| Collision detection | No | No | Yes |
| Assignment tracking | No | Basic | Advanced |
| Internal notes | No | No | Yes |
| Reporting/Analytics | No | No | Yes |
| Knowledge base | No | No | Often included |
| Max users | 10 (personal) / 1,000 (Workspace) | Unlimited | Unlimited |
Bottom line:
- Gmail Delegation - Quick fix for sharing with 1-2 trusted colleagues
- Google Groups - Free option for small teams with basic needs
- Third-Party Tools - Best for customer support teams needing collaboration features
Method 1: Gmail Delegation (Best for 1-2 People)
Gmail delegation lets you grant access to your inbox without sharing your password. Delegates can read, send, and delete emails on your behalf.
Delegation Limits
| Account Type | Maximum Delegates |
|---|---|
| Personal Gmail | 10 people |
| Google Workspace | 1,000 people |
How to Set Up Gmail Delegation
Step 1: Open Gmail and click the gear icon, then "See all settings"
Step 2: Go to the "Accounts and Import" tab
Step 3: Scroll to "Grant access to your account" and click "Add another account"
Step 4: Enter the email address of the person you want to grant access to
Step 5: Click "Next step" and confirm. The delegate will receive an email to accept access.
Note: It can take up to 24 hours for delegation to become active after the delegate accepts.
What Delegates Can and Cannot Do
| Can Do | Cannot Do |
|---|---|
| Read all emails | Change account password |
| Send emails (shows "sent by [delegate]") | Modify account settings |
| Delete emails | Access Google Chat |
| Use labels and filters | Grant access to others |
| Archive messages | Access account on mobile |
Method 2: Google Groups Collaborative Inbox (Best for Small Teams)
Google Groups Collaborative Inbox is a better option for teams. It creates a shared email address (like support@yourcompany.com) that multiple people can manage.
How to Create a Google Groups Collaborative Inbox
Step 1: Go to groups.google.com and sign in
Step 2: Click "Create group" in the upper left corner
Step 3: Fill in the group details:
- Group name: e.g., "Support Team"
- Group email: e.g., support@yourcompany.com
- Description: Brief description of the group's purpose
Step 4: Configure privacy settings based on your needs:
- Who can see the group
- Who can join
- Who can post
Step 5: Add team members by entering their email addresses, then click "Create group"
Step 6: After the group is created, go to Group settings > General
Step 7: Under "Enable additional Google Groups features," select Collaborative Inbox
Step 8: Save your changes
Collaborative Inbox Features
Once enabled, you can:
- Assign conversations to specific team members
- Mark conversations as complete, duplicate, or no action needed
- Add labels to categorize messages
- Filter by assignment status
For a deeper dive, see our guide on using Google Groups as a collaborative inbox.
Method 3: Third-Party Shared Inbox Tools (Best for Growing Teams)
If your team needs more than basic email sharing, a dedicated shared inbox tool provides:
- Collision detection - See when teammates are viewing or replying to the same email
- Internal notes - Discuss emails privately without the customer seeing
- Assignment & workflows - Automatically route emails to the right person
- Reporting - Track response times, volume, and team performance
- Integrations - Connect with Slack, CRM tools, and more
Popular Options
| Tool | Starting Price | Best For |
|---|---|---|
| SupportBee | $13/user/month | Customer support teams |
| Hiver | $15/user/month | Teams staying in Gmail |
| Front | $19/user/month | Sales and support teams |
| Help Scout | $20/user/month | Growing support teams |
Why Teams Upgrade from Gmail/Google Groups
After using Gmail delegation or Google Groups, teams typically upgrade when they:
- Need to track who's handling what - No more "Did someone reply to this?"
- Want internal discussions - Comment on emails without customers seeing
- Need performance data - Measure response times and team workload
- Experience email collisions - Multiple people replying to the same email
- Want automation - Auto-assign, auto-tag, or auto-respond based on rules
SupportBee's shared inbox connects directly to your Gmail and provides all these features while keeping the familiar email experience.
Pros and Cons of Gmail Shared Inbox Methods
Gmail Delegation
Pros:
- Free and quick to set up
- No new interface to learn
- Works with existing Gmail account
Cons:
- No way to track who's working on what
- Risk of duplicate replies
- No internal collaboration features
- Limited to 10 delegates (personal accounts)
Google Groups Collaborative Inbox
Pros:
- Free for Google Workspace users
- Basic assignment and status tracking
- Dedicated shared email address
- Works with unlimited team members
Cons:
- No collision detection
- Limited reporting and analytics
- No internal notes or discussions
- Clunky interface compared to Gmail
Third-Party Tools
Pros:
- Full collision detection
- Internal notes and team discussions
- Detailed analytics and reporting
- Automation and workflow features
- Often includes knowledge base
Cons:
- Monthly cost per user
- Requires setup and onboarding
- Another tool for the team to learn
Troubleshooting Common Issues
Gmail Delegation Issues
"Delegation not showing up"
- Wait up to 24 hours after the delegate accepts
- Check that the delegate accepted the invitation email
- Verify you're using the desktop version of Gmail (not mobile)
"Sent emails show wrong sender"
- Emails sent by delegates always show "sent by [delegate name]"
- This cannot be changed for security reasons
"Account temporarily locked"
- Too many people accessing the account simultaneously
- Wait a few hours, then try again
- Consider switching to Google Groups for larger teams
Google Groups Issues
"Not receiving emails to the group"
- Check that the sender isn't blocked
- Verify group settings allow external emails
- Check spam folder for the group
"Can't enable Collaborative Inbox"
- You need to be a group owner or manager
- This feature requires Google Workspace (not available for personal Gmail)
Final Thoughts
Gmail delegation and Google Groups work well for small teams with basic needs. But as your team grows, the lack of collision detection, internal notes, and reporting becomes a real problem.
SupportBee's shared inbox bridges this gap by connecting to your existing Gmail while adding the collaboration features you need:
- Internal comments to discuss emails with your team
- Collision detection so two people never reply to the same email
- Assignment tracking to see who's working on what
- Reports to measure response times and team performance
Plus, it includes knowledge base software and a customer portal at no extra cost.
Start your free 14-day trial - no credit card required.
Frequently Asked Questions
How do I create a shared inbox in Gmail for free?
There are two free methods:
- Gmail Delegation - Grant access to up to 10 people (personal) or 1,000 (Workspace)
- Google Groups Collaborative Inbox - Create a shared email address for your team
Both are free but have limited collaboration features compared to dedicated tools.
Can multiple people access a Gmail account at the same time?
Yes, but with limitations:
- Delegation: Multiple delegates can access simultaneously, but too many may trigger temporary account locks
- Google Groups: No limit on simultaneous access
- Best practice: For teams larger than 5, use Google Groups or a dedicated shared inbox tool
How do I set up a collaborative inbox in Google Groups?
- Go to groups.google.com
- Create or select a group
- Go to Group settings > General
- Under "Enable additional Google Groups features," select "Collaborative Inbox"
- Save your changes
What's the difference between Gmail delegation and Google Groups?
Gmail Delegation shares access to an existing Gmail account. Delegates can read and send emails on your behalf. Best for 1-2 people.
Google Groups Collaborative Inbox creates a new shared email address that multiple people can manage. Includes basic assignment and status tracking. Better for teams.
How do I know if someone else is replying to the same email?
Gmail and Google Groups don't have collision detection. You won't know if a teammate is already replying to an email until after they send it.
Third-party tools like SupportBee show real-time indicators when someone else is viewing or replying to an email.