Workspace channels: shared mailboxes and email templates

Connect the channels your whole business owns, decide who may send from a shared mailbox, and keep reusable email templates. Channels live on the admin-only Workspace Channels tab; templates live on Email Templates, which managers can use too.

See the workspace channels

Workspace Channels shows one card per channel: Telegram Bot, WhatsApp Business, Messenger & Instagram and Shared mailboxes, plus one card for each mailbox already connected and one card for each WhatsApp line. The Telegram card reads Active or Paused. Every WhatsApp line card and the Messenger card read Active or Inactive and say whether a token is stored.

Add or reassign a WhatsApp line

A workspace can hold more than one WhatsApp Business number. One is the team line, which everyone works. Another can be assigned to one person, who is then the only member who reads its conversations. The number stays the company’s either way.

To add a line:

1. Open Admin, then Workspace Channels.
2. On the WhatsApp Business card, or on Add a WhatsApp line once a line exists, enter the Phone Number ID, the WhatsApp Business Account ID, and optionally a Display number.
3. Enter the Access token.
4. Under Assigned to, keep the first option, which is the team line, or pick the member who will hold the line.
5. Click Connect.

Each line gets its own card, headed WhatsApp Business. Under the heading a team line says everyone in the workspace works it, and an assigned line reads Assigned to that member’s name. Below that the card shows the display number, whether the line is active, whether a token is stored, and how many conversations the line holds and how many messages it has sent.

To hand a line to somebody else, click Edit on its card, change Assigned to, and click Save. The conversations, messages and record links stay with the line and move to the new holder. This is what to do when a member leaves: reassign the line rather than removing it.

The trash button on a card removes that one line. Confirm in the dialog. Removing a line also removes that number’s conversations and messages from Mesy, and WhatsApp has no history to re-download, so the removal cannot be undone. Other lines are untouched.

Connect a shared mailbox

A shared mailbox is a Google account the team shares, such as a sales or support address. You sign in to that account itself, so it keeps working when people leave. To connect one:

1. Open Admin, then Workspace Channels.
2. On the Shared mailboxes card, type the address.
3. Click Connect.
4. When Google asks which account to use, sign in as the mailbox itself.
5. Back in Mesy, the banner reads Shared mailbox connected. Use Sync to pull its mail in.

If you sign in as a different Google account, nothing is connected. The banner then names the address you typed and the account you signed in as, so you can try again.

Sync, grant sending and disconnect

Each connected mailbox has its own card. It shows Active or its current status and, once a sync has run, a Last synced time. Click Sync to pull mail in; if a sync ran moments ago, Mesy says so and skips. Every member can read a shared mailbox’s mail. Sending is separate:

1. Click Who can send on the mailbox card.
2. Tick each member who may send as that address.
3. The message Send access updated confirms each change.

Admins can always send and have no checkbox. A member without a grant who tries to send sees a message pointing them to an admin.

Disconnecting removes the mailbox’s messages from Mesy; Gmail keeps its own copy. Confirm with Disconnect in the dialog.

Write an email template

Managers and admins can create templates on the Email Templates tab:

1. Click New Template.
2. Type a Name; it’s the only required field.
3. Add an optional Category, a Subject and a Body.
4. Click a merge field above the body to insert it where the cursor is.
5. Click Create.
6. The template appears in the list with its Name, Subject, Category and Created date.

The merge fields depend on which roles your object types carry. A person type offers {{first_name}}, {{last_name}}, {{full_name}}, {{email}} and {{phone}}. An organisation type adds {{company}}; an opportunity type adds {{deal_title}} and {{deal_stage}}, plus {{deal_value}} when it has a value field. {{owner_name}} is always available. Edit or delete a template from its row; deleting asks you to confirm.

Set the workspace’s name and sharing options

The Organization tab holds the workspace settings. Admins can edit Workspace Name and Industry and click Save Changes; managers see them read-only. Workspace ID and Created can’t be edited.

Admins also see three more settings. Default home screen is Dashboard or Chat, for members who haven’t chosen their own. Record sharing is a switch: on, visibility follows each object type’s setting plus the role hierarchy; off, everyone sees everything. Under Sharing behavior, four switches apply only while record sharing is on: Notify superiors on record changes, Telegram digest respects visibility, Auto-link incoming emails and Needs-reply detection.

Telegram digest respects visibility starts on; the other three start off. Each setting saves as soon as you change it.