Managing conversations

Working with threads inside the unified inbox. Reply inline — mail goes out through that account's own sending settings, so it looks like a normal reply from your mailbox.

Working with threads inside the unified inbox.

The conversation view

• Reply inline — mail goes out through that account's own sending settings, so it looks like a normal reply from your mailbox.
• Folders and tags — create your own organization and apply them per thread.
• Assignment — hand a conversation to a teammate or a team, and see who owns each thread.
• Internal notes — private comments on a conversation that the customer never sees.
• Snooze and status controls keep the list clean.

Contacts

Every correspondent gets a contact card with their conversation history. From a contact you can:

• Update their details and avatar.
• Add to list — subscribe them to one of your email lists.
• Add to sequence — drop them into a cold outreach campaign (when the Outreach addon is active).

Reply templates

Save frequently used replies as templates and insert them while composing — under the conversation's reply box.

Tips

• Use folders for workflow states (e.g. Follow up, Waiting, Done) and tags for topics.
• Assignment + internal notes makes the inbox safe for teams — no more "who answered this?"