Docs

Email inbox

Work customer email from Email. Threads are filed and filtered with the left Shelves rail; open a row to read, reply, and take action.

Email workspace overview
Email workspace overview

Open Email

  1. In the top nav, click Email (full title: Email Dashboard).
  2. The list shows threads for the current shelf / view chip.
  3. Click a thread to open it. On narrow layouts the thread may take the full width; use back to return to the list.

Shelves rail

Shelves rail with Active selected
Shelves rail with Active selected

The left rail is labeled Shelves. It has three jobs: switch queues, filter by teammate tags, and file mail onto labels.

Chip What you see
Active Live inbox — not archived, deleted, or ignored
Arch Archived threads
Handled Archived threads marked handled by a human
Del Deleted threads
Ignored Ignored threads

Click Active when you want work-in-progress. Use Handled when measuring human-completed work.

Tagged filter

Use Tagged — All or Tagged — {name} to show threads tagged for a teammate (when tags exist for your org).

Labels (shelves)

  1. Search with Find a shelf…
  2. Click a label to browse On this shelf.
  3. Drag a thread onto a shelf to file it. While dragging, the rail shows Drop on a shelf · clears inbox — filing typically removes the thread from Active while keeping the label.
  4. Empty states: Loading shelves…, No shelves match, No labels yet. Use Retry if labels fail to load.

Built-in category-style labels you may see include • Warranty and • Special Orders (visibility depends on org config).

List groups (Active)

On Active, the list may group threads as Open, Locked, Escalated, plus related sections. Searching replaces groups with Search results.

Thread actions

Thread with Arch, Handled, Clear, Del
Thread with Arch, Handled, Clear, Del

Buttons on a thread (text can be customized per org via Settings → Email / action config):

Action Typical effect
Arch Archive the thread
Handled Mark handled by a human and archive
Clear Remove from inbox while keeping labels
Del Delete
Restore to inbox / Unarchive / Restore Bring a thread back from Arch/Del contexts

Bulk actions

With multiple threads selected: Archive, Clear, Apply tag…, Move to label…, Delete.

AI drafts

When email AI is enabled, drafts appear in the thread for review. Edit before sending. Behavior is controlled by Settings → Agent (tools/policies) and Settings → Email.

Use the email search field to find threads by subject, participant, or content. Results show under Search results.

Tasks, Notes, and Tools

From a conversation you may open slide-out panels for tasks, notes, and shipping Tools (return labels) when carriers are connected — same edge-tab pattern as Help.