A workspace is the shared home for your team in SmartReplyAssistant. It holds one knowledge base – your products, policies, tone of voice and canned answers – and everyone you invite draws from that same source when they reply. The result: a shared support or info mailbox that sounds like one consistent voice, no matter who is typing.
What a workspace is
Think of the workspace as the single source of truth that powers every reply the plugin generates. When you edit a knowledge article, every team member instantly benefits – their suggested replies improve without anyone copying snippets around. A workspace contains:
- The knowledge base – facts, policies, FAQs and reply templates.
- Members – the people who can edit knowledge or use the plugin.
- Connectors – the mailboxes and channels (Gmail, Shopify, Amazon, eBay…) that feed context into replies.
- The change log – a record of every knowledge edit, with an optional approval step.
Roles and permissions
Every member has exactly one role. Roles decide who can change the knowledge, who can manage people, and who only uses the plugin. There is always exactly one owner per workspace.
| Role | Edit knowledge | Manage members | Billing | Use plugin |
|---|---|---|---|---|
| Owner | Yes | Yes | Yes | Yes |
| Manager | Yes | Yes | No | Yes |
| Editor | Yes | No | No | Yes |
| Member | No | No | No | Yes |
- Owner – one person, full control including billing and deleting the workspace. Ownership can be transferred but never shared.
- Manager – edits the knowledge base and invites or removes members, but cannot touch billing.
- Editor – improves the knowledge base only; no people management.
- Member – uses the plugin to draft and send replies, but cannot change the shared knowledge.
Inviting members and seats
Inviting people requires the Company plan, which adds seats to your workspace. Free and personal plans are single-user – perfect for solo founders, but they cannot invite teammates.
- Open Workspace › Members as an owner or manager.
- Enter the colleague’s email and pick a role (manager, editor or member).
- Send the invite. Each accepted invite uses one seat from your Company plan.
- Need more seats? The owner adjusts the seat count in Billing at any time.
If every seat is taken, free up one by removing a member or raise the seat count before inviting again.
Switching workspaces
You can belong to several workspaces – for example one for your own brand and one for an agency client. Use the workspace switcher in the top bar of the dashboard and inside the plugin to jump between them. The plugin always answers using the knowledge of the currently active workspace, so check the switcher before you reply on behalf of a different team.
The change-log approval flow
To keep a shared mailbox accurate, knowledge edits can run through a lightweight approval flow. Every change is recorded in the change log, and you decide whether edits go live instantly or wait for a review.
- An editor or manager proposes a change to a knowledge article.
- The change is queued in the change log as pending.
- An owner or manager reviews it and approves or rejects it.
- Once approved, the new wording becomes part of every suggested reply.
Because the log is timestamped and attributed, you always know who changed what and why – handy when a policy update needs to be traced or rolled back. For small teams you can leave approvals off so editors publish directly; as the team grows, switch approvals on so a manager signs off before anything reaches a customer. Either way, nothing is ever lost: every revision stays in the history and can be restored with a click.
How this keeps a shared mailbox consistent
A support@ or info@ mailbox is usually handled by many hands. Without a shared brain, answers drift: one agent quotes the old refund window, another invents a tone, a third forgets a recent product change. SmartReplyAssistant fixes this by routing every reply through the same approved knowledge base. Update a policy once, get it approved, and the whole team starts answering the new way – consistently, on brand, and without retraining everyone.
Roles keep that knowledge clean. Editors and managers refine the answers, members simply use them, and the owner keeps an eye on billing and seats. New colleagues are productive on day one because they inherit the team’s collected knowledge instead of starting from a blank page. And because switching workspaces is one click, an agency or multi-brand team can keep each client’s voice perfectly separate while still working from a single login.
Ready to give your whole team one consistent voice? Create your free account and upgrade to the Company plan whenever you need seats.