Docs • Workspace setup

Teams, agents, and daily ownership

A shared inbox works best when everyone understands who can respond, who can manage settings, and how handoffs should happen. This guide explains the basics for team setup in Mint Help.

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Workspace setup
Mint Help guide

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Role clarity matters

Workspace admins usually manage channels, routing, and reporting, while agents focus on conversations and follow-up. Supervisors often need enough access to monitor queues and coach the team without changing platform-wide settings.

Recommended team practices

Group agents by function, product line, or region when queues differ meaningfully.
Use private notes for handoffs rather than sending context in separate chat tools.
Assign a clear queue owner for each inbox or escalation path.
Review notification settings so urgent queues still get seen quickly.

Common handoff pattern

Add an internal note with the next action needed.
Assign the conversation to the right teammate or team.
Apply labels that make the issue easy to find later.
Only resolve the conversation once the customer outcome is confirmed.