Team collaboration and CRM users

How team collaboration works

The Interlinked CRM is a shared workspace where multiple team members can view and manage customer conversations together. When your business has more than one person handling customer interactions, the CRM becomes a collaborative hub where everyone can:

• View all active conversations across all connected channels
• Take manual control of conversations and send replies
• Add labels and notes to customer profiles for team context
• Monitor the AI agent’s performance and step in when needed
• Coordinate customer handoffs between team members

All workspace users share the same CRM inbox — there is no per-user inbox segregation. This means every team member can see every conversation, which enables seamless collaboration and prevents conversations from falling through the cracks.

Workspace users

Owner

Every Interlinked workspace has one owner — the person who created the account. The owner has full access to all workspace features, including:

• CRM and all conversation management tools
• AI Config and agent configuration
• Billing and subscription management
• Workspace settings and collaborator management
• All product features (Products, Orders, Calendar, Lead Discovery, etc.)

Collaborators

Collaborators are additional team members invited to the workspace by the owner. Collaborators have access to the CRM and operational features, enabling them to participate in customer conversations and team workflows.

User limits per plan

Each Interlinked plan includes a specific number of workspace users. Additional collaborators can be added at a per-user monthly cost:

Plan	Included users	Extra collaborator cost	Maximum collaborators
Free	1 (owner only)	—	No CRM access
Starter	1 (owner)	$15 USD/month each	Additional as needed
Pro	3 (owner + 2)	$15 USD/month each	Additional as needed
Ultra	5 (owner + 4)	$10 USD/month each	Additional as needed
Enterprise	Custom	Negotiated	Custom

Adding extra collaborators

If you need more users than your plan includes, you can add extra collaborators at the per-user rate shown above. For example:

• Pro plan (3 included) + 2 extra collaborators = 5 total users, with 2 × $15 = $30 USD/month added to your subscription.
• Ultra plan (5 included) + 3 extra collaborators = 8 total users, with 3 × $10 = $30 USD/month added to your subscription.

Extra collaborator charges are prorated and appear on your Interlinked billing. See Billing and subscription management for details.

Shared inbox workflow

Since all team members share the same CRM inbox, it is important to have clear workflows to avoid conflicts:

Who responds to what

Without clear guidelines, multiple team members might respond to the same conversation simultaneously, or important conversations might be ignored because everyone assumes someone else is handling them. Here are recommended strategies:

Channel-based assignment:

• Team member A handles Instagram conversations
• Team member B handles WhatsApp conversations
• Team member C handles Messenger conversations

Time-based shifts:

• Team member A covers morning hours (9 AM – 1 PM)
• Team member B covers afternoon hours (1 PM – 6 PM)
• AI handles everything outside business hours

Label-based assignment:

• Tag conversations with team member names (e.g., “Maria,” “Carlos”)
• Each person filters the inbox to their assigned label
• Untagged conversations are claimed by the first available person

Using labels for coordination

Labels are essential for team coordination:

Label	Purpose
⭐ Prioritario	Needs immediate attention from anyone available
👁 Seguimiento	Needs follow-up — note the next action in the notes field
[Team member name]	Assigned to a specific person
Escalated	Needs manager or senior team member review
Waiting for customer	On hold until the customer responds

Using notes for handoffs

When one team member needs to hand a conversation to another:

1. Add a note to the customer profile explaining the context, what was discussed, and what needs to happen next.
2. Apply a label (e.g., the next team member’s name or “Escalated”).
3. Notify your colleague through your team’s communication channel (Slack, email, etc.).

AI escalation scenarios

The AI agent can trigger situations that require human team intervention:

When the AI cannot answer

If the AI encounters a question outside its training or business context, it may:

• Tell the customer it cannot help with that specific request
• Suggest the customer rephrase or provide more details
• In handoff workflows, route the conversation to a human team member

Anger or frustration detection

The AI can recognize when a customer is upset or frustrated. Depending on your workflow:

• The AI may soften its tone and attempt to resolve the issue
• In handoff workflows, the AI may proactively transfer to a human
• The conversation may appear with indicators that suggest manual review

Qualification complete

In qualification workflows, once the AI has gathered the required information from a lead, the conversation may be handed off to a team member for personal follow-up.

Best practices for AI escalation

1. Monitor the CRM regularly — Do not rely entirely on the AI. Check the inbox at least twice per day for conversations that might need human intervention.
2. Review AI responses — Periodically read through AI-handled conversations to catch any issues.
3. Improve business context — When you notice the AI struggling with a specific topic, add clarifying instructions to your business context in AI Config.

Security best practices

When multiple people access the CRM:

1. Invite only authorized team members — Only add collaborators who need access to customer conversations.
2. Review collaborator access periodically — Remove access for team members who no longer need it (employees who left, contractors whose projects are complete).
3. Avoid sharing sensitive data in notes — While notes are internal-only, they are visible to all workspace users. Use caution with sensitive customer information.
4. Use strong passwords — Each team member should use a strong, unique password for their Interlinked account.
5. Log out of shared devices — If team members access the CRM from shared computers, ensure they log out after each session.

What to do next

• Understand your plan options — See Plans and pricing for the full plan comparison including collaborator limits.
• Master the AI/Manual toggle — See Switch between AI and manual control for detailed mode management.
• Organize customers — See Customer profiles, labels, and notes for the full label and notes guide.