Inviting staff members lets your team access the shared inbox, receive notifications, and respond to customer messages in Re:amaze. Each staff member can also customize their own notification and dashboard preferences.
Add a New Staff Member
To add a new staff member, go to Settings > Staff, then click Add Staff.
Enter the following details:
- Staff Name The name used internally within Re:amaze.
- Display Name The name shown to customers when the staff member replies to messages.
- Email Address Used for logging in and receiving staff notifications. This should be the staff member’s work email address.
- Department(s) The department or staff group the user belongs to. Available on Plus plans.
- Role The permission level assigned to the user. Available on Plus plans.
After the account is created, staff members can choose a different email address for notifications by going to Settings > Personal Settings > Profile.
Re:amaze is a shared inbox so when customers email support@acme.com, the message is distributed to individual staff members assigned to that channel. When a staff replies, you can choose to show either the staff’s display name, your email channel name, or your brand name as the sender name ("From" name), making for a more personable experience. However, the staff email address is purely internal and will not be seen by customers.
If a staff member didn’t receive their account invitation email
When you add a new staff user, they will receive a welcome email from notifications@reamaze.com. This will allow them to log in and create a password.
If a staff member didn’t receive the welcome email, please have them check their spam or junk folder. You can also re-send the invite by going to the Settings > Staff > Actions > Re-invite. If it still doesn’t work, please reach out to support@reamaze.com or send us a chat for further assistance.
How Staff Messaging Works
Re:amaze uses a shared inbox. When a customer emails an address like [support@acme.com](mailto:support@acme.com), the message appears in the inbox for staff members assigned to that channel.
When a staff member replies, the sender name can appear as:
- The staff member’s display name
- The email channel name
- The brand name
The staff member’s email address is internal only and is never visible to customers.
If a Staff Member Didn’t Receive the Invitation Email
When a new staff member is added, Re:amaze sends a welcome email from [notifications@reamaze.com](mailto:notifications@reamaze.com). This email allows the user to create a password and log in.
If the email was not received:
- Ask the staff member to check their spam or junk folder
- Go to Settings > Staff > Actions > Re-invite to resend the invitation
If the issue continues, contact Re:amaze support for help at support@reamaze.com.