Inbox Management

Keep a shared inbox organized with thread states, ownership tracking, snooze, and filters.

What is Inbox Management?

Inbox management helps your team work together effectively by:

• Knowing what's what: See the status of every conversation at a glance
• Clear ownership: See who is handling what and avoid duplicate work
• Stay organized: Snooze threads you can’t handle right now, set reminders for later
• Find what you need: Use filters to focus on what matters

Thread States

Every email thread has a status that tells you what's happening with it.

Available States

• Open: This thread needs attention - someone should work on it
• Waiting on Client: We're waiting for the client to respond
• Waiting on Internal: We're waiting for someone on our team to respond
• Snoozed: Temporarily hidden - it'll come back later
• Resolved/Closed: No action needed

How States Change

States update automatically when things happen:

Automatic Updates:

• A resolved thread becomes "open" when the client sends a new message
• A snoozed thread becomes "open" when the snooze time expires
• "Waiting on client" becomes "open" when the client responds
• "Waiting on internal" becomes "open" when your teammate responds

Manual Updates:

• You can change any thread's state anytime using the dropdown in the thread view
• All changes are logged so you can see what happened when

Where You'll See States

Thread states show up everywhere:

• In your inbox list (with helpful color-coded badges)
• In the thread detail view
• In your filter options

Ownership & Assignment

Assigning Threads

Assign threads to team members so everyone knows who's responsible:

1. Open any thread in your inbox
2. Click Assign in the thread details
3. Pick a team member from the dropdown
4. (Optional) Add a quick note about why you're assigning it

Why this helps:

• No confusion about who's handling what
• Prevents duplicate work (two people working on the same thing)
• Easy to see at a glance who's got what

Unassigning Threads

Need to unassign a thread? No problem:

1. Open the thread
2. Click Unassign next to the current assignee
3. The thread is now available for anyone to pick up

Watchers

Add watchers to keep team members in the loop without assigning them:

1. Open a thread
2. Click Add Watcher in the thread details
3. Select team members who should stay informed

Watchers get:

• Notifications when the thread state changes
• Updates when new messages arrive
• Visibility into what's happening (without being responsible for it)

Seeing Who's Assigned

You can see assignments in a few places:

• Inbox List: Each thread shows the assignee's name right there
• Filter by Assignee: Filter your inbox to see only threads assigned to specific people (or yourself!)
• Thread Details: See the full assignment history and all watchers

Snooze & Reminders

Snoozing Threads

Snooze threads you can't handle right now - they'll come back when you're ready:

Quick Snooze Options:

• 1 Day
• 3 Days
• 1 Week
• 2 Weeks
• 1 Month

Custom Snooze:

1. Click the snooze icon (clock) on any thread
2. Select Custom date & time
3. Pick exactly when you want it to come back
4. The thread will reappear in your inbox at that time

How it works:

• Snoozed threads disappear from your main inbox view
• They automatically come back when the time is up
• You can still see them using the "Snoozed" filter if you need to
• You can clear the snooze anytime if you're ready to handle it sooner

Reminders

Set reminders to get notified about threads at a specific time:

1. Open a thread
2. Click Add Reminder in the thread details
3. Pick when you want to be reminded
4. Add a note if you want (like "follow up about pricing")
5. Save it

Reminder features:

• One-time reminders (not recurring - set a new one if you need it again)
• You'll get a notification when the reminder time arrives
• Reminders are marked as done after you're notified
• See all your active reminders right in the thread details

Filtering & Views

Smart Filters

The inbox includes filters to help you find what you need:

Status Filters:

• All threads
• Open (needs attention)
• Waiting on client
• Waiting on internal
• Snoozed
• Resolved/Closed

Assignment Filters:

• All threads
• Assigned to me
• Assigned to [specific person]
• Unassigned

Smart Filters:

• Needs Reply: Shows threads that need a response from your team (waiting on internal or open with no recent response)
• Waiting: Shows threads waiting on either the client or your team (excludes resolved/snoozed threads)

Other Helpful Filters:

• Read/Unread
• Archived/Not Archived
• Sensitive threads (marked as sensitive)

Search

Search across all your threads:

• Search by subject line
• Search by sender email
• Search by client name
• Search by message content

Sensitive Threads

Marking Threads as Sensitive

Admins can mark threads as sensitive to make sure they get extra care:

1. Open a thread
2. Toggle the Sensitive switch (admin-only)
3. The thread is now marked as sensitive

What happens:

• You'll see a visual indicator (badge) in the inbox
• AI autonomy is automatically turned off (no auto-sending)
• All responses need human review
• Everyone can see it's sensitive, but only admins can mark/unmark it

Sensitive Clients

When you mark a client as sensitive:

• All threads from that client are automatically marked as sensitive too
• You can override this on individual threads if needed
• This keeps sensitive accounts consistent and safe

Tips & Best Practices

Staying Organized

1. Assign right away: When you start working on a thread, assign it to yourself
2. Keep states accurate: Update thread states to reflect what's really happening
3. Snooze wisely: Use snooze for threads you can't handle now but will later
4. Set reminders: Use reminders for follow-ups and deadlines

Working as a Team

1. Clear ownership: Always assign threads when you're taking action
2. Add watchers: Add watchers for threads that affect multiple people
3. Update states: Keep thread states current so your team knows what's happening
4. Use filters: Use filters to focus on what needs your attention

Your Daily Workflow

1. Start with filters: Use "Needs Reply" or "Waiting" filters to find work
2. Assign as you go: Assign threads as you work on them
3. Update states: Change state when you're waiting on the client or your team
4. Resolve when done: Mark threads as resolved when you're finished

Troubleshooting

Snoozed Threads Not Coming Back

• Make sure the snooze time has actually passed
• Check with your admin that the background job is running
• You can manually clear the snooze if needed

Can't Assign Threads

• Make sure you have the right permissions
• Check that team members exist in the system
• Contact your admin if assignment options are missing

Filters Not Working

• Clear your filters and try again
• Make sure threads actually match your filter criteria
• Try refreshing the page if filters seem stuck

Next Steps

• Email Conversations - Learn about email conversation features
• Workflows - Set up automated email workflows
• Configuration - Configure email domains and settings