Team guide
This guide covers how a team works in Intray day to day: inviting people, keeping the Todo list honest, assigning threads, writing notes, and setting up the first rules.
Invite the team
Open Settings, then Members. An owner sends invites by email or shares a join link. A workspace has two roles.
| Owner | Member | |
|---|---|---|
| Read, reply, assign, set status, add notes | Yes | Yes |
| Create and edit labels, rules, and agent knowledge | Yes | Yes |
| Block a recipient | Yes | Yes |
| Unblock a recipient | Yes | No |
| Invite and remove members | Yes | No |
| Domains, addresses, forwarding, mailboxes | Yes | No |
| API keys and connected applications | Yes | No |
| Rename or delete the workspace | Yes | No |
A member can leave a workspace on their own.
Work from the Todo list
The inbox has four views.
- Todo. Someone on the team owes a reply. The badge on Inbox counts these.
- Snoozed. Comes back to Todo at the time you set. The presets are later today (four hours), tomorrow at 9am, and next Monday at 9am. You can also pick a date and time.
- Done. Answered, or needs nothing. When the customer writes again, the thread moves back to Todo.
- Spam. Junk, kept out of Todo. New mail on a spam thread does not reopen it.
Assign every thread you work on
Assign a thread to yourself when you decide to answer it. Filter the inbox by assignee to see your own queue. Unassign when you hand it back.
Use notes for context
A note sits in the thread timeline for the team. Customers never see it, and the API never returns it. Use notes for context the next person needs, such as "refunded in Stripe, waiting on bank".
Notes have no mentions. To hand a thread to someone, assign it to them.
Reply as the address
A reply goes out from the shared address, such as support, with that address's display name. It does not come from your personal address. The customer sees one steady sender, however many teammates answer.
Send marks the thread done. Send & keep open leaves the status as it is, which suits a reply that still needs follow-up. A draft belongs to the person who wrote it, so teammates do not see it. The inbox page covers the rest of the screen.
Rules to create first
Open Automations. Every rule whose conditions match runs, in list order, and a later rule overwrites a field that an earlier rule set. The Automations page lists every trigger, condition, and action.
Route by address
When an email arrives, if inbox is press, assign a teammate and add the label Press.
Sort by meaning
When an email arrives, if AI matches "asks about an invoice, refund, or charge", add the label Billing and set a priority. Priority is a number. Lower is more urgent.
Draft the common answer
When an email arrives, if AI matches "asks how to reset a password", draft a reply with AI. The draft waits in the thread until a person reads it and sends it. Put the draft action in the same rule as its condition. The "A label is added" trigger fires only when a person adds the label, so a label that another rule applied does not start it.
What sends on its own
Intray never sends an AI draft. The one action that sends without a person is "Send auto-reply", which sends a template you wrote. Leave it out of a rule if you want a person to read every reply first.
What a rule can use
| Part | Options |
|---|---|
| Triggers | An email arrives. Status changes. A label is added. |
| Conditions | Sender email, sender domain, inbox address, subject contains, body contains, has label, status is, AI match on a sentence you write. Any line can be negated. Match any or all. |
| Actions | Assign or unassign, set status, snooze for a number of hours, set priority, add a label, remove a label, add a note, draft a reply with AI, send an auto-reply. |
Give the agent your instructions
Open Agent, then Knowledge. It has three tabs.
- Documents load when a question needs them. Add your refund policy, pricing, and setup guide.
- Instructions go into every prompt, so keep them short: tone, sign-off, and what never to promise.
- Memory is per person and fills in as you work.
Any member can edit documents and instructions. Knowledge applies to the agent you chat with on the Agent page and in a chat window. Write with AI in the composer and the "AI draft reply" rule action do not read it today, so their drafts do not follow your instructions yet. The Agent and knowledge page has the details.