How to Create a Shared Mailbox in Google Workspace (2025 Guide)
Google Workspace doesn't have a native "shared mailbox" feature like Microsoft 365. But there are two ways to achieve the same result: Gmail delegation and Google Groups Collaborative Inbox.
This guide covers both methods with step-by-step instructions so you can choose the right approach for your team.
In this article:
- Method 1 vs Method 2: Which Should You Use?
- Method 1: Gmail Delegation
- Method 2: Google Groups Collaborative Inbox
- Limitations of Google Workspace Shared Mailboxes
- When to Use a Dedicated Shared Inbox Tool
- Frequently Asked Questions
Method 1 vs Method 2: Which Should You Use?
| Gmail Delegation | Google Groups Collaborative Inbox | |
|---|---|---|
| Best for | 1-2 people helping manage one inbox | Teams sharing a common email address |
| Email address | Uses existing Gmail address | Creates new group email (e.g., support@company.com) |
| Max users | Up to 1,000 delegates | Unlimited |
| Assignment tracking | No | Yes (basic) |
| Conversation status | No | Yes (complete, duplicate, no action needed) |
| Setup complexity | Very easy | Moderate |
Choose Gmail Delegation if:
- You need an assistant or backup to manage your personal inbox
- Only 1-2 people need access
Choose Google Groups Collaborative Inbox if:
- Your team needs a shared email address (support@, info@, sales@)
- Multiple people will be responding to emails
- You want basic assignment and status tracking
Method 1: Gmail Delegation
Gmail delegation lets you grant access to your inbox without sharing your password. Delegates can read, send, and delete emails on your behalf.
How to Set Up Gmail Delegation
Step 1: Open Gmail and click the gear icon → "See all settings"
Step 2: Click 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
Step 5: Click "Next step" and confirm
The delegate will receive an email to accept access. It can take up to 24 hours to become active.
Delegation Limits in Google Workspace
| Account Type | Maximum Delegates |
|---|---|
| Google Workspace | 1,000 users |
| Personal Gmail | 10 users |
| Recommended simultaneous users | ~40 (to avoid slowdowns) |
What Delegates Can Do
- Read all emails
- Send emails (shows "sent by [delegate name]")
- Delete and archive emails
- Use labels and filters
- Search the inbox
What Delegates Cannot Do
- Change account password or settings
- Access Google Chat or Meet
- Grant access to others
- Access the account on mobile
Method 2: Google Groups Collaborative Inbox
A Collaborative Inbox creates a shared email address (like support@yourcompany.com) that multiple team members can manage together.
Step 1: Create a Google Group
Sign in to Google Groups with your Google Workspace account.
Click + Create group and fill in:
- Group name: e.g., "Customer Support"
- Group email: e.g., support@yourcompany.com
- Description: Brief description of the group's purpose
Click Next to continue.
Step 2: Configure Privacy Settings
Choose who can:
- See the group
- Join the group
- Post to the group
- View conversations
For a support inbox, you'll typically want:
- Who can join: Only invited users
- Who can post: Anyone on the web (to receive customer emails)
- Who can view conversations: All group members
Click Next to continue.
Step 3: Add Team Members
Enter the email addresses of team members who should have access.
Options:
- Directly add members: They get immediate access
- Send invitations: They must accept before getting access
Click Create group to finish.
Step 4: Enable Collaborative Inbox Features
After creating the group:
- Go to Group settings in the left sidebar
-
Under General, find "Enable additional Google Groups features"
-
Select Collaborative Inbox
- Click Save changes
Collaborative Inbox Features
Once enabled, team members can:
| Feature | Description |
|---|---|
| Assign conversations | Claim an email or assign it to a teammate |
| Mark status | Set as Complete, Duplicate, or No Action Needed |
| Filter by assignment | View only your assigned conversations |
| Filter by status | View only open, complete, or specific status |
Limitations of Google Workspace Shared Mailboxes
While Google's built-in options work for basic needs, they have significant limitations for teams handling high email volumes:
No Collision Detection
There's no way to see if a teammate is already replying to an email. This leads to:
- Duplicate responses to customers
- Wasted effort
- Confused customers receiving multiple replies
No Internal Notes
You can't privately discuss an email with teammates before responding. Options are:
- Forward the email (creates copies, hard to track)
- Use a separate chat tool (context lost)
- Just reply and hope for the best
Limited Analytics
Google Groups provides no reporting on:
- Response times
- Volume by day/week/month
- Team member workload
- Customer satisfaction
No Automation
You cannot:
- Auto-assign emails based on content or sender
- Set up auto-responses for after hours
- Create templates/canned responses within the interface
- Route emails to specific team members automatically
Clunky Interface
Google Groups was designed for mailing lists, not customer support. The interface is:
- Less intuitive than Gmail
- Slower to navigate
- Missing keyboard shortcuts
- Not optimized for high-volume email management
When to Use a Dedicated Shared Inbox Tool
Consider upgrading from Google Groups when:
- Your team is growing - More than 5 people handling emails
- You need accountability - Track who responded to what and when
- Customers are falling through the cracks - Emails going unanswered
- You're sending duplicate replies - Multiple people responding to the same email
- You need performance data - Measure response times and team workload
SupportBee: A Better Alternative
SupportBee connects directly to your Google Workspace email and adds the collaboration features you're missing:
| Feature | Google Groups | SupportBee |
|---|---|---|
| Collision detection | No | Yes |
| Internal notes | No | Yes |
| Response time tracking | No | Yes |
| Canned responses/snippets | No | Yes |
| Auto-assignment rules | No | Yes |
| Customer history | Limited | Full |
| Knowledge base | No | Included |
| Customer portal | No | Included |
Pricing: Starting at $13/user/month
Start your free 14-day trial - no credit card required.
Frequently Asked Questions
What is the difference between a shared mailbox and a Google Group?
A Google Group is primarily a mailing list - send one email and everyone in the group receives it.
A Collaborative Inbox (enabled on a Google Group) turns that group into a shared mailbox where members can view, assign, and respond to conversations together.
Without Collaborative Inbox enabled, group members only see emails in their personal inbox - they can't see what others have responded to.
How many people can access a shared mailbox in Google Workspace?
- Gmail delegation: Up to 1,000 delegates (Google recommends ~40 simultaneous users)
- Google Groups: Unlimited members
Is Google Workspace free?
Google Workspace plans start at $6/user/month for Business Starter. There's no free tier for business use, but:
- Personal Gmail accounts are free (with limited delegation)
- Education accounts may have free access
Can I use a shared mailbox with my existing email address?
Gmail delegation: Yes - delegates access your existing Gmail address.
Google Groups: No - you create a new group email address. But you can set up forwarding from an existing address to your group.
How do I know if someone is already replying to an email?
Google Groups: You can't. There's no real-time indicator when someone is viewing or replying to a conversation.
Workaround: Before replying, assign the conversation to yourself. But teammates won't see this until they refresh.
Better solution: Use a dedicated shared inbox tool like SupportBee that shows real-time collision detection.
Can external people email my Google Groups address?
Yes, but you need to configure the settings:
- Go to Group settings → Posting policies
- Under "Who can post," select "Anyone on the web"
This allows customers and external contacts to email your support@company.com address.