The inbox
Inbox shows every conversation across every mailbox you can read: the workspace's shared mailboxes and your own personal mailboxes, not a teammate's. A conversation is a thread of messages to and from one person, whichever of your addresses they wrote to. The page has three panes: the rail (views, labels, mailboxes), the list, and the open thread with the customer panel beside it.
Views
| View | Contains |
|---|---|
| Inbox | Open conversations with at least one message in a mailbox's Inbox folder. Snoozed and Done conversations are excluded. |
| Starred | Conversations with a starred message. |
| Needs you | Inbox conversations whose most recent message is from the customer, not from you. |
| Assigned to me | Conversations assigned to the signed-in user. |
| Snoozed | Conversations with a follow-up date in the future. |
| Scheduled | Messages waiting to be sent later, soonest first, and any that could not be sent, marked in red with the reason. |
| Sent | Messages you sent, from the dashboard or over SMTP. |
| Drafts | Unsent messages, including drafts written by the API or the MCP server. |
| Archive | Conversations you archived or marked Done. |
| Junk | Messages the spam filter classified as junk, and ones you marked as junk. |
| Trash | Deleted conversations, until you delete them forever. |
The counts beside Inbox and Needs you are unread conversations; the others count conversations. The strip above the list has the same views for narrow screens, plus an Unread toggle that hides read conversations.
Grouping the list
The list is one list; the Customer / Mailbox / Time switch changes how it is grouped.
- Customer groups conversations under the organisation or person who wrote. This is the default and the reason the product exists: one customer who wrote to three of your addresses is one group.
- Mailbox groups by the address the mail came to, the way a conventional mail client would.
- Time groups by day: Today, Yesterday, then dates.
Within a group, conversations are ordered by the time of their latest message. The Mailboxes section of the rail narrows the list to one address; click it again to clear.
Search
The search box searches subject and body text across every mailbox you can read, using full-text search.
Quotes find an exact phrase ("invoice 2291"), a leading minus excludes a word
(renewal -newsletter), and or matches either term. Press
/ to focus the box and Esc to clear it.
Reading a thread
Messages are shown oldest first; earlier ones are collapsed and expand on click. Each message
card shows the sender, the date, the mailbox it was sent to, the body, and its attachments with
a download button. The buttons on each card reply, reply all or forward that message, and
download it as a .eml file; the bar at the foot of the thread does the same for the
latest message.
HTML mail is cleaned on the server and rendered in an isolated frame. Images hosted on remote servers are not loaded until you click Show images on that message, so the sender learns nothing about when or whether you opened it. Images embedded in the message itself are shown normally.
Messages the spam filter scored show the score and the reasons at the foot of the card.
Actions on a conversation
The toolbar above the open thread, and the bar that appears when you tick conversations in the list, have the same actions. Every one applies to a multi-selection.
| Action | Effect | Key |
|---|---|---|
| Star | Flags the latest message. Starred conversations collect in the Starred view and are flagged in IMAP clients. | s |
| Archive | Removes the conversation from Inbox. It stays searchable and appears in Archive. | e |
| Delete | Moves the conversation to Trash. From Trash, Delete forever removes it permanently after a confirmation. | # |
| Junk / Not junk | Files the conversation under Junk, or returns a misfiled one to Inbox. Marking a message as not junk also records its sender as a contact you may reply to. | |
| Follow up | Snoozes the conversation until later today, tomorrow, this weekend, next week, or a date and time you pick. It leaves Inbox and comes back when the time arrives, or earlier if the customer writes again. | z |
| Assign | Assigns the conversation to a team member. Their name shows on the row, and the conversation appears in their Assigned to me view. | |
| Labels | Applies or removes labels; a new label can be created from the same menu. | l |
| Mark read / unread | Sets the read state of the conversation's messages. | |
| Done | Marks the conversation resolved and archives it. A new message from the customer reopens it and returns it to Inbox; your own replies do not. Reopen undoes it. | |
| Move to inbox | From Archive or Trash, returns the conversation to Inbox. |
The workflow bar
Under the thread's subject, one line carries the workflow: Assigned to with a picker, Done or Reopen, Follow up, and Add note. A note is internal: it is shown in the timeline between the messages, signed with the author's name and time, and is never sent. Notes can be deleted by their author. The row in the list shows a note count.
Labels
Labels are workspace-wide and have a name and a colour chosen from a fixed palette. Create one with the + beside Labels in the rail or from the label menu on a conversation. Clicking a label in the rail shows the conversations carrying it; the count beside it is the number of conversations. A label is applied to a conversation's messages, so it follows the thread if messages are moved.
The customer panel
Beside the open thread, the customer panel shows the contact's name and address, their organisation, how many messages they have sent and when they were first seen, any notes kept on the contact, and, if you have linked your own record to them, the plan, monthly revenue, sign-up date and user id from your product under In your app. Open contact goes to their page. See Contacts.
Writing
New Email (or c) opens the compose window in the corner of the inbox; it can be minimised, expanded or closed while you keep reading. Reply (r), reply all (a) and forward (f) open the same window with the thread's details filled in. Forwarding carries the original message's attachments.
- From lists every enabled mailbox in the workspace. A reply defaults to the mailbox the message came to.
- To, Cc, Bcc take addresses as chips. Contacts you have heard from are suggested as you type; Enter or a comma completes a chip.
- The body is rich text: bold, italic, underline, lists, links and code. It is sent as HTML with a plain-text alternative.
- Attachments are uploaded as you add them and shown as chips you can remove. What the files on one message may weigh together depends on the plan; the figure is on Billing, and a file over it is refused at the chip.
- Save draft keeps the message in Drafts; the window also saves automatically as you type ("Draft saved"). Drafts appear in the Drafts folder of the sending mailbox, so an IMAP client sees them too. Discard deletes the draft.
- Send delivers the message through the domain's outbound rules. A refusal (domain not verified for sending, recipient not allowed in reply-only mode, monthly allowance used) is shown in the window with the reason, and the draft is kept.
- Send later (the arrow beside Send) sends the message at a time you choose: tomorrow morning, tomorrow afternoon, Monday morning, or any date and time up to 90 days ahead, in your browser's time zone. It goes out at that minute even with the dashboard closed, through the same rules as Send. The confirmation offers Undo; until it leaves, Cancel send in Scheduled or in the thread returns it to Drafts, and Send now sends it at once. If it cannot be sent when the time comes, it stays in Scheduled with the reason and you get an email. A scheduled message is not visible to IMAP clients until it has been sent. Forwards cannot be scheduled. Every plan can schedule; Free keeps one message waiting at a time and Plus ten, while Pro and Scale have no limit. A message that has been sent, or could not be, frees its place.
Keyboard shortcuts
| Key | Action |
|---|---|
| j / k | Next / previous conversation |
| o or Enter | Open the highlighted conversation |
| u | Back to the list |
| x | Select or deselect the highlighted conversation |
| c | New email |
| r / a / f | Reply / reply all / forward the latest message |
| e | Archive |
| # | Delete (to Trash) |
| s | Star / unstar |
| z | Follow up (snooze) |
| l | Labels |
| / | Search |
| Esc | Close the open menu, clear the search, or leave the search box |
Shortcuts are ignored while you are typing in a field or in the compose window.
Junk
Incoming mail is scored by a spam filter. Mail scored as junk is filed under Junk, does not count toward your monthly allowance, does not trigger forwarders or webhooks, and does not create a contact. Mail scored very high is refused at delivery with a permanent error, so the sender is told. If the filter is unavailable, mail is delivered anyway: a filter outage never becomes a mail outage. If a real message lands in Junk, Not junk returns it to Inbox and records the sender as someone you can reply to.