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Welcome to ServiceLayer

Introduction​

ServiceLayer for Google Workspace gives teams a CRM layer inside Gmail. Organisation profiles, contact email history, private notes, and queue management are all available directly in the sidebar — so your team has the context they need without leaving Gmail.

You still use email in the way your contacts expect. ServiceLayer adds relationship context and shared collaboration in the background so teams stay synchronized.

With ServiceLayer, one or more Google Workspace mailboxes become a shared inbox with full CRM context for your team:

  • Threads are tracked across users and states.
  • Team presence is surfaced so people avoid duplicate replies.
  • Private notes let agents share context on any thread without emailing the customer.
  • SLA timers show what is safe, at risk, or overdue.
  • Slack notifications can keep teams informed outside Gmail.
  • Organisation profiles group email contacts by company domain with a name, website, and shared notes visible to your whole team.
  • Email history shows all recent emails from a sender or their company domain, fetched live from Gmail, so you have full relationship context before you reply.

All you need to have to use ServiceLayer are:

  1. Google Workspace
  2. Google Chrome
  3. A mailbox account with admin access to configure users, delegation, and credentials

What this documentation is for​

Use these docs to:

  • Set up ServiceLayer as an admin.
  • Start supporting tickets as an agent.
  • Configure mailboxes, users, Slack notifications, and SLAs.
  • Find support if things do not behave as expected.
  • Understand what data is processed and retained.

Next step​