The inbox in the dashboard
Choose Threads in the dashboard and the inbox takes the whole screen. Your team reads what your agents receive here, sorts it and answers it. To work with mail from your own code, see Folders and labels and Drafts.
The screen
- Down the left: Inbox, Sent, Drafts, Archive, Spam and Trash, then a dot for each label. Press a dot to see only that label’s threads. Keyboard shortcuts and Settings sit at the foot.
- Along the top: the agent switcher, the search icon and Compose. Choose All agents or one agent, and the list follows.
- On a phone: the switcher and the search icon come first, then a strip of the folders and label dots that scrolls sideways, with Settings beside it. The tab bar stays, and Compose is on it.
Choose a layout
Open Settings and pick from Inbox view in the General tab. There are five:
| Layout | What it shows |
|---|---|
| Simple list | One line for each thread, newest first. This is the default. |
| Grouped list | The same lines, under a heading for each label. |
| Board | A column of cards for each label. |
| Swimlanes | A row of cards for each label, which scrolls sideways. |
| Cards and list | The first label as a row of cards, and the others as grouped lines. |
Your pick stays in this browser. A link can name a layout too, such as /threads?view=board, and the link wins, so whoever opens it sees that layout. The names are list, grouped, board, swimlanes and cards.
Layouts by label
The four layouts other than Simple list show the folder you are in by label. A thread with two labels is in both groups. A name threads carry with no label behind it gets a group too, and Unlabelled comes last, for threads with none. The Board keeps an empty column so its columns stay where you left them, and the other layouts leave an empty group out.
Each group shows its newest 25, and See all opens the rest as a list. Columns on the Board and Groups in the others, at the end of the title’s line, pick which labels and names show, up to 20.
Nothing is dragged: a thread changes group when its labels change. A card carries the same Test and Quarantined marks as a line of the list, and says how many drafts wait on the thread. The keyboard shortcuts and the selection bar work in every layout.
A search always lists what it finds, and showing one label is a list too, whichever layout you picked.
What a line shows
Each thread is one line: who it is with, its labels and subject, the agent, the time and who it is assigned to. The line also shows a paperclip when the thread has an attachment, how many notes and drafts it holds, Test for test mail, and Quarantined when a message in it was quarantined. On a narrower screen the line wraps onto two or three.
Act on a thread
Point at a row and its actions appear: Mark as read or Mark as unread, Archive, Move to Trash and Label as. Press the assignee’s mark to assign the thread. In Archive the second action is Move to Inbox, and in Trash the third is Restore to Inbox.
Each move shows Undo. A phone has no pointer, so there the … menu on a row marks it read, assigns it and moves it. To act on many threads at once, see Keyboard shortcuts.
Search and quick filters
Press / or the search icon. The search box opens under the title, with four quick filters beside it. They stay open while a search or a filter is on. A search looks in every folder except Trash, and from Trash it looks in Trash.
- From me keeps threads an agent wrote in. During a search, it keeps mail your agents sent.
- Unread keeps unread threads.
- Has attachments keeps threads with a file.
- Assigned to me keeps threads assigned to you.
Each filter is part of the address, so you can share the view, reload it or go back to it. For what you can type in the box, see Search.
Read a thread
A thread’s labels sit under its subject. The × on a label takes it off the thread, with Undo. Reply, Reply all and Forward sit beneath the last email, and a thread shows its waiting drafts under its messages. Its notes are there too.
Settings
With one agent chosen, or only one agent in the workspace, the General tab is about that agent:
- Name, Address and ID to read and copy.
- Reply as: the name recipients see on this agent’s mail. It saves when you leave the field, and it takes an owner or an admin to change it. A name that is not saved stays in the field, with Not saved and the reason under it, until you change it. When the name needs a domain your workspace has not verified, the message links to Domains, where you can verify one. Anyone else sees the From line recipients see, and who to ask. See The name on your mail for what it can say.
- Archive agent, for an owner or an admin.
With All agents chosen, General lists your agents under Agents, each by name and address, above the layouts. Picking one switches the inbox to that agent, as the switcher does, and opens its Settings. The Labels tab manages your labels, in either case.
Next steps
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