Google Workspace provides businesses with powerful email solutions designed to improve collaboration, streamline communication, and enhance productivity. With tools like Gmail, Groups, and advanced admin controls, teams can efficiently manage internal and external communications. 

However, when it comes to shared email management, things can get a bit confusing.

Many businesses assume that Google Workspace offers a traditional shared mailbox like Microsoft 365, but that’s not exactly the case. Instead, Google provides a Collaborative Inbox through Google Groups, which functions differently from a shared mailbox. 

This often leads to uncertainty about whether a Collaborative Inbox can fully replace a shared mailbox and which option is best for different business needs.

In this article, we’ll break down the key differences between Google Workspace Collaborative Inbox and Shared Mailbox, explore their use cases, and help you determine which solution is the right fit for your team.

Google Workspace Email Solutions: Video Overview

Confused about the different types of email solutions you can find on Google Workspace? This video explains the distinctions between a delegated mailbox, a Google Group, and a Google Groups Collaborative Inbox, their features, and use cases.

What Is the Difference Between a Group Email and a Shared Inbox?

A group email and a shared inbox both allow multiple users to access and manage emails. However, they serve distinct purposes and operate differently. Choosing the right solution can significantly impact workflow efficiency and customer responsiveness.

Understanding Group Email Functionality

A group email in Google Workspace is created through Google Groups, which enables multiple users to receive messages sent to a single email address. However, it functions more like a distribution list rather than a shared mailbox. 

Key characteristics include:

• Emails are forwarded to individual inboxes instead of being stored in a shared location.
• Team members can reply from their personal inboxes, but responses aren’t automatically visible to others.
• No built-in tracking, assignment, or workflow management features.

While powerful in its own way, a Google Group is rather limited as far as functionalities like email assignment, labeling, and tracking are concerned; hence, people might turn to a shared inbox.

How Shared Inboxes Enhance Team Collaboration

A shared inbox is a centralized mailbox that multiple users can access, manage, and respond from collaboratively. Unlike a group email, a shared inbox provides:

• A single inbox where all team members can view, reply to, and track emails.
• The ability to send responses from the shared email address, ensuring consistent communication.
• Real-time visibility into team replies to prevent duplicate responses or missed messages.

Google Workspace does not offer a native shared inbox like Microsoft 365. Instead, businesses often use alternatives such as delegated Gmail accounts or third-party tools to gain better tracking, analytics, and team collaboration features. 

What Is the Google Workspace Equivalent to a Shared Mailbox?

The closest thing that Google Workspace has to a shared mailbox is its Collaborative Inbox through Google Groups. But it does come with some limitations. 

Exploring Google Groups Collaborative Inbox

The Collaborative Inbox is NOT a direct shared mailbox replacement, but it provides tools for assigning emails, tracking responses, and organizing messages within the Google Groups interface. 

Key features include:

• Email assignment: Team members can assign messages to themselves or others for accountability.
• Status tracking: Emails can be marked as completed, duplicated, or no action needed.
• Labels and categories: Messages can be tagged for better organization and filtering.

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Is it a true shared inbox? Not quite.

Users cannot send emails from the shared address within Gmail, there’s no unified sent folder, and replies sent by one team member aren’t visible to others unless they manually CC the group. This can make it difficult for teams that need real-time visibility into conversations.

Comparing Google Groups With Traditional Shared Mailboxes

A traditional shared mailbox, like those in Microsoft 365, allows multiple users to send, receive, and track emails from a single inbox seamlessly. 

Here’s how Google Groups Collaborative Inbox compares:

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Emails stored in a shared inbox

• Google Groups: Yes
• Traditional shared mailbox: Yes

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Users can send emails from the shared address within Gmail

• Google Groups: No
• Traditional shared mailbox: Yes

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Unified sent folder

• Google Groups: No
• Traditional shared mailbox: Yes

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Real-time visibility into replies

• Google Groups: No
• Traditional shared mailbox: Yes

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Email assignment & tracking

• Google Groups: Yes
• Traditional shared mailbox: No (unless paired with additional tools)

Because of these limitations, some might wonder whether it’s better to just have two different email addresses with just one account. Let’s talk about that next.

Can I Have Two Emails on Google Workspace?

Yes, Google Workspace allows users to have multiple email addresses under a single account. Whether you need separate emails for different roles, departments, or projects, there are several ways to set up and manage multiple email accounts efficiently. 

The right approach depends on whether you need individual inboxes or a shared system for collaboration.

Setting Up Multiple Email Accounts in Google Workspace

There are several ways to manage multiple email addresses on Google Workspace. These include:

• Aliases: You can create multiple email addresses that direct messages to the same inbox (e.g., john@company.com and support@company.com both go to John’s inbox).
• Multiple Google Workspace users: Each user can have their own separate inbox with a unique email address.
• Google Groups: Create group emails like team@company.com to distribute messages to multiple people.
• Delegated Access: Grant access to another user to send and manage emails on your behalf without sharing login credentials.

If you need a second email for yourself, using an alias is the simplest solution. If you need a separate inbox, adding a new Google Workspace user is the best approach.

Managing Multiple Emails for Team Collaboration

For teams handling shared responsibilities, multiple email addresses need to be managed efficiently. The best solutions include:

• Google Groups Collaborative Inbox: Allows multiple users to receive, categorize, and assign emails but lacks a unified sent folder.
• Delegated Gmail access: Allows a team member access and respond to emails from another user’s inbox while keeping replies visible.
• Third-party shared inbox tools: Third-party tools provide better tracking, analytics, and collaboration features for shared emails.

Now, as we can see, there are key differences between a user and a group in Google Workspace. If you want to use the suite for email management, you need to learn how to differentiate between the two.

What Is the Difference Between Users and Groups in Google Workspace?

In Google Workspace, users and groups serve different functions in managing email communication, access control, and collaboration. 

Knowing these distinctions ensures that businesses can organize workflows, manage team emails efficiently, and control permissions effectively.

Defining Users and Their Roles in Google Workspace

A user in Google Workspace refers to an individual account assigned to an employee, contractor, or team member. Each user has:

• A unique email address (e.g., jane@company.com).
• A dedicated inbox that only they can access, unless they delegate it to someone else.
• Google Workspace app access, including Gmail, Drive, Calendar, and Meet.
• Storage and personalization, with personal settings and configurations for apps.

Users can collaborate with each other by sharing documents, scheduling meetings, and emailing directly. If someone needs multiple email addresses but does not require a separate inbox, for example, email aliases can be used (e.g., sales@company.com forwarding to jane@company.com). 

However, for teams managing shared email communications, Google Groups is a better alternative.

How Groups Streamline Communication and Collaboration

A Google Group is a shared email address that can include multiple users, functioning as a distribution list, access control tool, or Collaborative Inbox. 

Instead of a single user managing an inbox, a Google Group allows teams to:

• Centralize communication: Emails sent to a group email (e.g., support@company.com) are automatically received by all members.
• Enable team-based email management: With a Collaborative Inbox, emails can be assigned to specific team members and marked as completed.
• Grant shared access easily: Groups can be used to manage permissions for Google Drive, Calendar, and other services without adding users individually.
• Simplify IT management: Admins can manage permissions and access levels at the group level instead of handling each user separately.

Unlike individual users, Google Groups do not have a dedicated inbox for personal use; instead, they function as a tool for team collaboration and resource sharing. 

For businesses looking to streamline communication, improve shared email workflows, and manage team permissions efficiently, Google Groups can be a powerful tool, especially because of its Collaborative Inbox feature.

Collaborative Inbox Google Workspace: Pros and Cons

Google’s Collaborative Inbox within Google Groups is a useful tool for managing shared emails, especially for centralizing team communications.

Advantages of Using Google Collaborative Inbox

• Centralized email management: All emails sent to the group address are accessible to multiple team members.
• Email assignment: Messages can be assigned to specific team members for follow-up.
• Status tracking: Emails can be marked as "Completed" to track progress.
• No additional cost: Available as part of Google Workspace without extra licensing fees.

However, it also has limitations, foremost fo which is the lack of key inbox features that businesses might need for efficient collaboration.

Limitations of Google Collaborative Inbox for Teams

• No shared sent folder: Responses sent by individual team members do not appear in a shared thread.
• Limited automation: No built-in tools for SLAs, auto-assignment, or tagging.
• Difficult tracking: No insights into response times, workloads, or email trends.
• Basic interface: Lacks modern workflow tools found in dedicated shared inbox solutions.

While Google’s Collaborative Inbox works for basic shared email management, teams that need advanced analytics, automation, and tracking may need third-party tools.

So if you need to choose between the Collaborative Inbox or other Google Workspace solutions, is one better than the other? Let’s discuss.

Google Workspace Collaborative Inbox vs Gmail: Which Is Better?

Google Collaborative Inbox and Gmail serve different purposes. While Gmail is designed for personal email management, the Collaborative Inbox is meant for team-based email handling.

Google Workspace Collaborative Inbox vs Gmail: Key Differences

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Gmail (Personal Inbox)

• Designed for individual use.
• Each user has a private inbox.
• No shared access (except via delegation).
• Full visibility of sent emails.

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Google Collaborative Inbox

• Designed for team email management.
• Multiple users can access and manage emails.
• Emails can be assigned to team members.
• No shared sent folder.

When to Choose Gmail Over Google Collaborative Inbox

• Use Gmail if you need a personal inbox with full control over emails.
• Use Collaborative Inbox if multiple team members need shared access to emails but don’t require a fully integrated shared inbox system.

For businesses that need real-time collaboration for a fraction of the cost, setting up a Google Groups Collaborative Inbox might prove valuable.

Collaborative Inbox vs Delegated Inbox: What’s the Difference?

Both Collaborative Inbox and Delegated Inbox allow shared email access, but they work differently.

Understanding Delegated Inbox Functionality

A Delegated Inbox allows one user to grant another user access to their Gmail account. Delegates can:

• Read and send emails on behalf of the owner.
• Manage emails without needing the owner's password.
• See sent emails, unlike in a Collaborative Inbox.

Collaborative Inbox vs Delegated Inbox: Feature Comparison

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Delegated Inbox

• One user grants another access to their personal inbox.
• Delegates can read, send, and manage emails on behalf of the owner.
• Sent emails remain visible to the owner.
• Best for one-on-one email management.

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Collaborative Inbox

• Shared inbox for multiple team members.
• Emails can be assigned to specific users.
• No shared sent folder—responses come from individual accounts.
• Best for customer support and team-based email handling.

Choose a Delegated Inbox for one-on-one shared access, and a Collaborative Inbox for team-wide email handling.

How to Set Up a Google Groups Collaborative Inbox

Setting up a Collaborative Inbox in Google Workspace is straightforward, but managing permissions correctly is key.

Step-by-Step Guide to Creating a Collaborative Inbox

1. Go to Google Groups (groups.google.com).
2. Click Create Group and enter a name and email address (e.g., support@company.com).
3. Under Group Type, select Collaborative Inbox.
4. Adjust membership settings, ensuring the right team members are added.
5. Click Create Group to finalize.

Assigning Permissions and Managing Team Access

1. Navigate to Group Settings > Permissions.
2. Allow members to view, respond to, and assign messages.
3. Adjust access levels for managers, owners, and team members.
4. Save changes and start using the Collaborative Inbox.

Proper permission management ensures efficiency and prevents unauthorized changes or email loss.

Is Google Collaborative Inbox Right for Your Team?

Google’s Collaborative Inbox can be a useful solution for basic team email management, but it’s not always the best fit for every team. Before deciding if it meets your needs, consider whether its features align with your team’s workflows, collaboration style, and reporting requirements.

Evaluating Your Team’s Collaboration Needs

To determine if Google Collaborative Inbox is the right solution, ask yourself the following questions:

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• Do we need a shared inbox with tracking features?
  
  • If your team handles group emails (e.g., support@, sales@), a shared inbox allows multiple people to manage incoming messages.
  • Google Collaborative Inbox enables basic email assignment, but lacks tracking for follow-ups and performance metrics.
• Do we require email assignment and follow-ups?
  
  • Google Collaborative Inbox allows you to assign emails to team members. However, there’s no automation for tracking email progress or notifying users about pending tasks.
  • If your team needs to prioritize follow-ups, a third-party tool with automated workflows may be a better option.
• Do we need detailed email analytics to measure response times?
  • Google Collaborative Inbox does not provide built-in reporting for response time, email volume, or team workload.

When to Consider Switching to a Different Solution

If your team relies on more advanced email management features, you may need a more robust solution than Google Collaborative Inbox. Here are some scenarios where an alternative may be a better choice:

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• If shared sent email visibility is important
  
  • Google Collaborative Inbox does not have a shared "Sent" folder, meaning team members cannot see responses sent by others.
  • If your team needs visibility into all sent emails, tools like Front or Hiver provide this functionality.
• If your team requires automation and workflow optimization
  
  • Google Collaborative Inbox has no automation for email categorization, follow-up reminders, or SLA tracking.
  • If your team needs workflow automation, consider solutions like Help Scout or Hiver, which offer canned responses, rule-based tagging, and automatic assignments.
• If your team needs deep integrations with other tools
  
  • Google Collaborative Inbox works with Google Workspace apps, but it does not integrate with CRMs, help desks, or external collaboration tools.
  • Third-party shared inboxes like Front support Salesforce, Slack, Trello, and customer support platforms, making them a better choice for businesses that rely on integrations.

Best Alternatives to Google Collaborative Inbox

Below are some of the best alternatives to Google Collaborative Inbox, each offering unique benefits to improve team email management and productivity.

1. Front: The Unified Team Inbox with Automation Features

Front is a shared inbox platform that combines email, chat, and social media messages into a single, collaborative workspace. It allows teams to manage customer communications efficiently with workflow automation, internal discussions, and analytics.

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Key Features

• Shared inbox for teams: Manage group emails like sales@ or support@ efficiently.
• Automation & workflows: Set up rules to assign, tag, and categorize emails automatically.
• Internal comments: Discuss emails without forwarding or CCing teammates.
• CRM & app integrations: Connect with tools like Salesforce, Slack, and Trello.
• Analytics & reporting: Track email response times and team productivity.

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Why It’s Better Than Google Collaborative Inbox

• Provides real-time collaboration with internal discussions on emails.
• Includes smart automation for handling repetitive email tasks.
• Tracks team performance with built-in reporting and analytics.

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Pros

• Streamlines email workflows with automation.
• Prevents internal email clutter with in-email discussions.
• Supports integrations with CRM and customer support tools.

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Cons

• Expensive compared to Google’s free Collaborative Inbox.
• May require training to fully utilize all features.

2. Hiver: Shared Inbox Inside Gmail for Better Workflow Management

Hiver transforms Gmail into a shared inbox, allowing teams to manage group emails without switching platforms. It’s a lightweight, easy-to-use alternative to Google Collaborative Inbox that enables email assignments, tagging, and automation directly inside Gmail.

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Key Features

• Shared labels: Organize and categorize emails for better tracking.
• Email assignment: Assign emails to team members with a single click.
• Collision detection: Prevents duplicate responses by notifying users if someone is replying.
• SLA tracking: Monitor response time for customer-facing teams.
• Analytics dashboard: Gain insights into team workload and performance.

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Why It’s Better Than Google Collaborative Inbox

• Works inside Gmail, so teams don’t need to learn a new tool.
• Provides better tracking of assigned and unassigned emails.
• Includes email automation and SLA tracking for support teams.

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Pros

• Seamless integration with Gmail.
• Easy to use, with minimal setup required.
• Prevents email duplication and improves workflow efficiency.

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Cons

• Limited features compared to more advanced tools like Front.
• Only works with Gmail — not a standalone email management platform.

3. Help Scout: Built for Customer Support Teams

Help Scout is a customer service-oriented shared inbox that enables support teams to collaborate on emails efficiently. Unlike Google Collaborative Inbox, which lacks customer management tools, Help Scout offers built-in customer profiles, tagging, and automation for better support workflows.

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Key Features

• Shared inbox for support teams: Manage customer inquiries effectively.
• Collision detection: Prevents duplicate replies by showing when someone else is responding.
• Saved replies (canned responses): Speed up responses with pre-written templates.
• Customer profiles: See conversation history for better context.
• Knowledge base integration: Create self-service help articles.

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Why It’s Better Than Google Collaborative Inbox

• Designed specifically for customer service, with tools like ticketing and canned responses.
• Provides customer history and context for better support.
• Offers team performance tracking and SLA reporting.

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Pros

• Best for support teams that need structured workflows.
• Includes built-in knowledge base for self-service support.
• Tracks team performance with detailed analytics.

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Cons

• Not ideal for general team email collaboration (best for customer service teams).
• Pricing can be high for small teams.

Supercharge Your Collaborative Inbox or Google Group with Email Meter

Regardless of your email setup—Gmail, Collaborative Inbox, or Google Groups—Email Meter ensures you have full visibility into team email activity.

With Email Meter, you can:

• Track email response times for better customer service.
• Analyze team workload and balance assignments.
• Identify email volume trends to optimize workflow.
• Gain real-time insights into email performance.

Google’s native solutions lack advanced analytics, making it difficult to track email effectiveness. Email Meter fills this gap, giving businesses the data-driven insights they need to optimize team email management.

Ready to take control of your team’s emails? Request a demo today to see how Email Meter can boost your email management solutions!