# 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](/docs/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](/docs/automations) page lists every trigger, condition, and action.

<Steps>
  <Step title="Route by address">
    When an email arrives, if inbox is press, assign a teammate and add the
    label Press.
  </Step>
  <Step title="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.
  </Step>
  <Step title="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.
  </Step>
</Steps>

<Note title="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.
</Note>

### 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](/docs/agent) page has the details.