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Welcome to ServiceLayer

Introduction​

ServiceLayer for Google Workspace helps teams run shared customer support inboxes with clear visibility, less duplicated replies, and less time spent hunting for context.

You still use email in the way your customers expect. ServiceLayer adds shared collaboration and thread state visibility in the background so teams stay synchronized.

With ServiceLayer, one or more Google Workspace mailboxes become shared support inboxes for your team:

  • Threads are tracked across users and states.
  • Team presence is surfaced so people avoid duplicate replies.
  • SLA timers show what is safe, at risk, or overdue.
  • Slack notifications can keep teams informed outside Gmail.

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​