Email Channel
Work company mailboxes as conversations in the shared Inbox.
Connect a company email address
The Owner connects a company mailbox — Gmail/Google Workspace, Outlook/Microsoft 365, or another IMAP/SMTP-compatible service — as a channel connection, so its traffic becomes conversations in the shared Inbox.
Authorize or re-authorize a connected mailbox
An Admin restores a mailbox connection whose OAuth grant was revoked or whose IMAP/SMTP credentials stopped working, without losing its history, rules or signature.
Manage several email addresses for the same company
An Admin works with several connected mailboxes independently — each with its own state, sync, rules and signature.
Detect a non-functional email connection
The system detects and classifies a mailbox connection failure — OAuth grant revoked, IMAP/SMTP authentication failure, mailbox not found, quota exceeded — and notifies Admins.
Receive an inbound email into the mailbox
A customer's email to a connected company mailbox is polled, captured, identified, grouped and routed into the shared Inbox.
Group emails belonging to the same exchange into a single conversation
Related email messages on the same mailbox are grouped into one `Conversation`, using RFC 5322 threading headers first, then the provider's own thread id, then a normalized subject and participant window as a last resort.
Identify the sender's address and create or associate the customer profile
The customer on an inbound email is identified from the `From` address, matched to an existing `Contact` by reliable identifier, or used to create a new one.
Keep cc and bcc participants out of automatic profile association
CC and BCC addresses on an inbound email are recorded for display and for a later Reply All, but never used to create or associate a customer profile — a deliberate contrast with the personal-mailbox sync path, which does match CC addresses for Activities.
Identify which company address an email arrived on
An operator working several connected mailboxes sees, on every email conversation and message, which company address received it.
Reply or reply all to an email from the platform
An operator replies to an email conversation; the outgoing message carries the correct `In-Reply-To`/`References` headers so it threads correctly in the customer's own mail client.
Add cc and bcc recipients to an outgoing email
An operator adds CC and BCC recipients to a reply or new email before sending.
Attach documents and files to an outgoing email
An operator attaches files to an outgoing email, validated against the sending mailbox's provider size limit and stored in object storage.
Apply a configured signature to an outgoing email
An outgoing email is composed with the sending mailbox's configured signature already applied.
Select the sending address when several are available
An operator with access to more than one connected mailbox chooses which company address an outgoing email sends from.
Initiate a new email from the platform
An operator starts a new email conversation with a customer, rather than replying to an inbound message.
Configure the rules that decide which emails enter the operational inbox
An Admin configures conditions on sender, domain, recipient, subject or headers that include, exclude, or include-without-KPI an inbound email — keeping auto-replies, newsletters and bulk mail from cluttering the operational queue.
Keep rule-excluded emails out of operational kpi
Conversations whose inbound email matched an *include-without-KPI* rule stay visible and workable in the Inbox, but are excluded from the operational dashboards.
Handle a failed email send and resend the message
A failed email send is shown clearly, with a precise reason, and the operator can resend without losing the original attempt.
Re-synchronize a mailbox after an interruption without duplicating messages
After an interruption long enough to invalidate its checkpoint, a mailbox falls back to a full resync that never re-creates a message it already captured.
Enable or disable the ai assistant for email conversations
An Admin enables or disables the AI Assistant independently for each connected mailbox.
Give the ai the email thread, subject and profile context
When the AI Assistant answers or drafts a reply on an email conversation, its context includes the full thread, the subject and the customer's profile, bounded by the requesting your visibility scope.