Skip to main content

Team inbox

Templ gives each user one private conversation with your protocol's team. Your team answers. If you add an , it answers first and passes the rest to your team. Users can ask in the widget without a wallet unless your requires one. A separate proof verifies their wallet.

The inbox and its staff tools follow their release gates. Email reply notifications and general paid checkout remain closed until their hosted checks pass. Feature availability lists the current state.

Who can read it​

The user, the workspace manager, and the staff and AI agents the manager has given support access can read the thread. Newly authorized staff can read retained history. Assignment identifies who is handling a case; it grants no access and does not make that person the only reader.

Only the manager can give someone support access, in Team. Removing someone there cuts off their access to history, search, exports, screenshots and new messages, even in a chat they already have open. Support leads must already have support access before receiving queue-management powers.

Badges come from granted workspace permissions. A name such as “Admin” or “Support” grants no authority. Messages are not end-to-end encrypted, and the normal data policy applies. A saved screenshot or export cannot be made unseen later.

Contact the team​

Open the widget on your protocol's official site and send the question. Sign in with your wallet when the workspace requires it or the team asks. The widget guide covers wallet integration and its authentication boundary.

If the team can't take a new request because the trial is over, this month's answered users are used up or paid months have run out, the widget tells the user "This team can't take new requests right now." Users are not asked to buy the workspace's plan.

Your first support request starts the Support trial if it has not started already. Staff previews and test accounts do not start it. Asking again reuses the same thread. A user reply reopens a resolved case.

Support inbox​

Staff work in Inbox. The left column lists requests with views for Unassigned, Assigned to me, All open, Waiting on member, Resolved and Spam, plus search and filters. Each request shows its status, tags, owner and unread activity. The open conversation sits in the middle, and its details column shows the verified wallet, sign-in network, website, shared context, status, assignee, tags, , saved replies, activity and screenshots.

Requests from the widget show how the user reached you. No wallet means they asked without one. Unverified wallet shows an address their app reported, which proves nothing. Choose Ask to verify wallet before acting on a wallet; the widget then shows the user a sign-in button. After they sign in, the details column shows the verified wallet, and the thread keeps everything they wrote before. If the same wallet already had a request, the details column links to it. Search and filters operate only on conversations the staff member is currently allowed to read.

Use Assign to me to take a request, pick another authorized staff member in the details column, or Unassign to return it to the queue. Status and tag changes are recorded with timestamps. Viewing and composing indicators help staff spot concurrent replies; they do not lock a conversation.

Shared saved replies can be searched and previewed in the details column, then placed in the reply for editing. Managers and support leads maintain them in Settings. Categories and tags organize requests. Reporting covers new and unanswered requests, response times, resolutions, reopenings and billable usage. Spam and automatic replies do not count toward human response metrics.

Internal notes and screenshots​

The internal-note composer lives in the details column, separate from the user reply composer. Notes and staff mentions stay with authorized staff and are excluded from user responses, exports and notifications.

The app saves unsent replies, note drafts and inbox preferences on the current device. They restore only for the same signed-in account after current ticket access is checked. An uncertain reply keeps its original retry ID until delivery is confirmed or you remove it. Restoring it never resends it automatically; choose Retry after checking the thread. Sign-out, an account change or revoked access clears the saved data. At most 50 entries are kept; entries older than seven days are removed when the app next checks storage. Sent history stays separate from draft storage.

Screenshots accept PNG images up to 2 MiB and 4,096 pixels on either side, with at most 4,194,304 pixels total. Each conversation can keep 20 screenshots. Total screenshot storage is 20 MiB during the trial and 1 GiB with paid Support coverage. These are storage bounds; uploads do not add counted support usage. Unsupported or malformed files are rejected. Images are stored privately and each view checks current conversation access. Private support files have no public media URL.

Hosted storage isolation, deletion, retention and cost checks remain separate release requirements. The limits above do not establish verified storage capacity.

Request context can include an issue description, network and transaction hash. Review the exact context before sharing it. Never attach an unrelated portfolio or private staff notes.

Notifications and response expectations​

Email alerts and email linking are not available yet. Users and staff need to check Templ for replies. The alert preference appears once delivery checks pass.

When enabled, an alert contains a link to the conversation that requires sign-in. It includes no message text, note text or wallet data. The sender groups repeated activity and checks current permission before sending. Delivery stays disabled until real user and staff delivery tests and capacity checks pass.

Set business hours, timezone and a first-response note in Settings to tell users when your team expects to respond. Automatic acknowledgments do not consume support usage.

Choose Copy support link under Widget and place it where users already look for help. A private workspace's support link is not an invitation and grants no access.

Assign a conversation​

Assignment shows who is handling a case. Other authorized staff retain read and reply access. Returning a case to the queue does not change its user or privacy. A plan change never lifts the user's stop preference.

Stop team messages​

Stop team messages prevents every staff write, initiation and reopen, including the manager, bots and API clients. The user can still read their retained history. Only the user can ask again and lift the stop; staff permissions, ownership and plan changes cannot do so.

A thread carries the fixed warning never to share a recovery phrase or private key. Wallet sign-in happens in the authentication flow. Support has no wallet-signing, swap, approval or payment controls.

Usage and history​

A user counts once per 30-day month when a teammate or a registered AI agent answers their request. Follow-ups, reassignment, reopening and notes add no usage. Staff test accounts, automatic greetings, spam and messages your team sends to people who didn't ask for help don't count.

Each counted user comes out of your tier's allowance for the month. When it runs out, new users see "This team can't take new requests right now." until the next month starts or your team upgrades the current one. Users answered this month keep their conversations.

The trial allows three answered users over up to seven days, counted the same way. After three users have been answered, new users need a paid month. Already-counted users can continue their existing conversations within the trial's time and operating limits.

Resolving a case deletes nothing. While you have coverage, resolved and spam cases are deleted 365 days after their last message, and open cases stay.

Expired Support coverage has a 30-day read-only/export window, and then Templ deletes every case with its notes, activity and screenshots. Cases opened before trial expiry have 48 hours to finish within that window before becoming read-only. Answers in those 48 hours still use the trial's three users; no new cases are admitted. Support pricing lists the tiers, the trial and operating limits.