Team collaboration and CRM users

How team collaboration works

The Interlinked CRM is a shared workspace where authorized teammates can view and manage customer conversations together. Depending on their role, team members can work with leads, take manual control, add labels and notes, and coordinate follow-up from the same operational context.

Use Manage workspace people and invitations for invitations, roles, pending seats, and access removal. This article focuses on how to work together once people have access.

Use a shared inbox deliberately

Because the CRM is shared, two people can see the same conversation. Agree on a simple ownership convention before your team starts responding:

• Assign follow-up to a teammate when the product provides an assignment control;
• Use a label for a queue, urgency, or responsible person;
• Add an internal note with the customer context and next action; and
• Check the latest messages before sending a manual reply.

The goal is to make ownership visible without hiding conversations from the rest of the team. See Manage CRM inboxes and filters and Customer profiles, labels, and notes for the detailed controls.

Coordinate AI and manual control

When a teammate needs to answer personally, use the conversation’s manual control as described in Switch between AI and manual control.

When a team member sends a manual reply on Instagram, Facebook Messenger, or WhatsApp, the AI pauses for 15 minutes for that conversation. The pause does not turn off the workspace agent or delete its configuration. Use the pause period to finish the human response and record any follow-up the next teammate needs.

Make a clean handoff

1. Read the latest customer messages and the AI’s recent context.
2. Add an internal note with what has been promised, what is pending, and who should act next.
3. Add a label or assignment that makes the next owner easy to find.
4. Reply to the customer only after confirming the current state.
5. Remove or update temporary labels when the handoff is complete.

Write notes so another teammate can continue without asking you to reconstruct the conversation. Do not put passwords, access tokens, or other secrets in CRM notes.

Roles are managed separately from CRM work

The People page is the source of truth for workspace access. In general:

• Owners have full workspace control;
• Admins can manage workspace configuration and people;
• Agents work with leads, conversations, and operations; and
• Viewers can see permitted information without managing access.

Your exact controls depend on the current role and workspace state. If a CRM action is unavailable, follow the panel’s permission message or ask an owner or admin. Do not share one account’s login with the whole team.

When a teammate leaves

Remove access from People as soon as a teammate no longer needs the workspace. Removing a member releases their seat, but CRM leads assigned to that person become unassigned. Review the CRM and assign those leads again so customer follow-up does not stop.

For seat limits and current add-on availability, check People and Billing. The displayed workspace values are more reliable than a fixed plan table in a documentation page; see Plans and pricing for the subscription context.

What to do next

• Manage access — Manage workspace people and invitations.
• Review customer context — Open and manage a conversation.
• Handle AI handoffs — Switch between AI and manual control.
• Work with service follow-up — Manage Service Requests.