ServiceLayer

ServiceLayer is a Gmail extension that delivers shared inbox customer service functionality for teams.

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.