ServiceLayer

Tracking since Apr 7, 2026.

Changelog

• Apr 7, 2026
  description

  ServiceLayer for Google Workspace lets your team run one or more customer service inboxes, triage incoming threads, draft on-brand replies, route ownership, and warn before SLA risk turns into churn.

  ServiceLayer adds a shared inbox layer to Gmail for customer-facing teams — without asking you to leave your inbox or adopt another tool.
  
  ── WHAT IT DOES ──────────────────────────────
  
  • Shared queue with live presence
  See who's viewing or typing in any thread right now. Ownership handoff is explicit — no duplicate replies, no dropped threads.
  
  • In-Gmail dashboard
  Open the ServiceLayer panel to see your full queue at a glance: unread, needs triage, at-risk, overdue, new, in-progress, waiting, and solved today — updated every few minutes without leaving Gmail.
  
  • Organisation profiles
  Group contacts by company domain. Add a name, website, and notes. Every teammate sees the full company relationship before they reply.
  
  • Full email history
  Every thread shows all past emails from that sender — or from their whole company if an Organisation is defined. One click to jump to any prior conversation.
  
  • Private thread notes
  Leave internal notes that stay with the conversation, visible only to your team. Never sent to the customer.
  
  • SLA risk visibility
  Track risk windows, aging, and ownership movement. Get early warning before response breaches happen.
  
  • Per-thread links
  Attach a CRM record, helpdesk ticket, or any external URL to a thread so the whole team can find it.
  
  ── WHO IT'S FOR ──────────────────────────────
  
  Teams using Google Workspace who run one or more customer-facing inboxes and want queue discipline, SLA control, and company context - without migrating away from Gmail.
  
  ── PRICING ───────────────────────────────────
  
  Free — 1 mailbox, up to 5 users, no time limit.
  Pro  — $10/user/mo. Up to 10 mailboxes, min 5 users. 14-day free trial.
  Enterprise — $20/user/mo. Unlimited mailboxes, min 15 users.

Permissions & access

Permissions

storagetabs

Host access

https://mail.google.com/*, https://app.servicelayer.ai/*

Screenshots

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