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Membership decides who can see an inbox. Team members only see conversations for inboxes where they are explicitly added as members, so if someone reports missing conversations, the first thing to check is whether they are a member of the relevant inbox.
You need the Manage members permission to edit membership.

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Adding members to an inbox

  1. Go to Settings > Inboxes
  2. Select the inbox by name
  3. Open the Members tab
  4. Add the team member or members who need access
Once added, members will see conversations in that inbox immediately.

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Frequently asked questions

Check membership before anything else. Missing conversations in a single inbox is almost always a membership gap rather than a routing or sync problem.
No. Access takes effect immediately.
Removing a member takes away their access to that inbox. Reassign anything they were actively handling so it does not sit unattended.
Editing membership requires the Manage members permission. Ask a workspace admin to grant it or to make the change for you.