Team & Workspaces

Multi-Workspace Support

A workspace is an isolated environment with its own contacts, deals, campaigns, templates, settings, and billing. Each workspace operates independently, with no data shared between workspaces unless explicitly configured.

• Creating Workspaces: Any user can create a new workspace from the workspace switcher in the top-left corner. Each workspace starts with its own subscription (Free tier by default).
• Workspace Settings: Each workspace has independent configuration for: name, logo, time zone, default language, currency, business hours, email signature, and sending domain.
• Data Isolation: Contacts, email accounts, deals, campaigns, templates, canned responses, workflows, and analytics are all scoped to the workspace. A user who belongs to multiple workspaces maintains separate data in each.
• Use Cases:
  • Agencies managing multiple client accounts, each in its own workspace.
  • Companies with separate departments (Sales, Support, Marketing) that need independent email management.
  • Freelancers separating personal and client communication.

Roles and Permissions

MailTrixy defines four roles with progressively increasing access levels. Each workspace member is assigned exactly one role:

Role Descriptions

• Viewer: Read-only access to the workspace. Can view contacts, deals, campaigns, and analytics but cannot create, edit, or delete anything. Ideal for executives or stakeholders who need visibility without action capability.
• Agent: Full operational access to the day-to-day features. Can compose and send emails, manage contacts, create and manage deals, use canned responses, and view analytics. Cannot manage workspace settings, team members, billing, or integrations.
• Admin: Full access to all features plus workspace administration. Can manage team members (invite, remove, change roles), configure workspace settings, manage integrations and email accounts, create and manage workflows and campaigns, and access billing. Cannot delete the workspace or transfer ownership.
• Owner: Complete control over the workspace. All Admin permissions plus the ability to delete the workspace, transfer ownership to another member, and manage the subscription plan. Each workspace has exactly one Owner.

Permissions Table

Member Invitation Flow

Admins and Owners can invite new team members to the workspace:

1. Navigate to Settings > Team > Invite Member.
2. Enter the invitee's email address and select their role (Viewer, Agent, or Admin).
3. Optionally add a personal message to the invitation email.
4. Click "Send Invitation". The invitee receives an email with a unique invitation link.
5. The invitee clicks the link and either signs in (if they already have a MailTrixy account) or creates a new account.
6. Upon sign-in, they are automatically added to the workspace with the assigned role.

• Pending Invitations: View and manage pending invitations from the Team settings page. Resend or revoke invitations as needed.
• Invitation Expiry: Invitation links expire after 7 days. After expiry, a new invitation must be sent.
• Bulk Invite: Invite multiple members at once by entering comma-separated email addresses. All invitees receive the same role assignment.

Skill-Based Routing

Assign skills to team members to enable intelligent conversation and deal routing:

• Defining Skills: Create skills in Settings > Team > Skills (e.g., "Technical Support", "Enterprise Sales", "Billing", "Spanish Language").
• Assigning Skills: Each team member can be assigned one or more skills with a proficiency level (Beginner, Intermediate, Expert).
• Routing Rules: Configure routing rules that match incoming email characteristics (sender domain, subject keywords, language) to required skills. The system routes the conversation to an available team member who has the matching skill.
• Priority Routing: When multiple team members have the required skill, routing considers: proficiency level (Expert first), current workload (least busy first), and availability status.
• Fallback: If no team member with the required skill is available, the conversation goes to a configurable fallback: any available agent, a specific agent, or an unassigned queue.

Availability Status

Each team member can set their availability status to control how conversations and deals are routed to them:

• Online: Available for new assignments. Shown with a green status indicator.
• Busy: Currently working but not accepting new auto-assignments. Existing conversations can still be replied to. Yellow indicator.
• Away: Temporarily unavailable (lunch, meeting). No new auto-assignments. Orange indicator.
• Offline: Not working. Completely excluded from auto-assignment. Gray indicator.

Status can be set manually from the top navigation bar or configured to change automatically based on business hours. When a team member's status is set outside business hours, it automatically switches to Offline and back to Online when business hours resume.

Tip: Combine availability status with skill-based routing for optimal workload distribution. Only online agents with the required skills receive new assignments.

Workspace Switching

Users who belong to multiple workspaces can switch between them instantly:

• Switcher Menu: Click the workspace name or logo in the top-left corner to open the workspace switcher. All your workspaces are listed with their logos, names, and your role in each.
• Quick Switch: Use the keyboard shortcut Ctrl + Shift + W to open the workspace switcher without reaching for the mouse.
• Cross-Workspace Notifications: When you are active in one workspace, you still receive notification badges for unread items in other workspaces. The switcher shows unread counts next to each workspace name.
• Session Persistence: Your position in each workspace is preserved when you switch. Return to a workspace and you are back exactly where you left off (same page, same filters, same scroll position).

Team Collaboration Features

Beyond role management, MailTrixy includes several features that facilitate team collaboration:

• Internal Notes: Add private notes to any email thread that are visible only to team members, not to the external contact. Useful for sharing context or instructions between agents.
• @Mentions: Tag a team member in a note using @name to send them a notification and draw their attention to a specific conversation.
• Conversation Assignment: Assign email conversations to specific team members. The assignee receives a notification and the conversation appears in their "Assigned to Me" view.
• Shared Drafts: Start composing a reply and save it as a shared draft. Other team members can review, edit, and send the draft. The draft shows who created it and when.
• Collision Detection: When two team members are viewing the same email thread simultaneously, a banner shows "Team Member X is also viewing this conversation" to prevent duplicate replies.