# The inbox The inbox is the screen where your team reads and answers email. The thread list is on the left, the open thread is in the middle, and the Details panel is on the right. This page describes what each part does. For advice on how a team should work in it, read the [team guide](/docs/team). ## Views The tabs above the thread list are Todo, Snoozed, Done, and Spam. Each thread is in one of them at a time, and each tab shows a count. | View | What it holds | How a thread gets there | | ------- | ---------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------ | | Todo | Threads that still need a reply or a decision | New email arrives here. A snooze that ends and a customer reply on a Done thread both bring a thread back | | Snoozed | Threads you have set aside until a time you chose | You snooze the thread | | Done | Threads that need nothing more | You mark the thread done, or you send a reply with **Send**, which marks the thread done at the same time | | Spam | Email that the receiving mail service flagged as spam or a virus | Intray places the email here when it arrives. A thread in Spam does not move to Todo when more email arrives | When a customer replies to a thread in Done, Intray moves the thread to Todo and records the change in the timeline. A reply to a snoozed thread leaves it snoozed until the snooze ends. When a snooze ends, Intray moves the thread to Todo at the time you chose. An hourly check also wakes any snoozed thread whose time has passed, so a thread cannot stay snoozed past its time for long. A thread in Todo shows a filled dot in the list when the customer wrote last. The dot clears after your team sends a reply. ## Choose an address If the workspace has more than one address, the title above the list is a menu. **All inboxes** shows every address together, and each address in the menu limits the list to that address. The title then shows the address name, for example support. Workspaces with a connected mailbox also see a **Mail** menu with **Check for new mail**. It asks Intray to read the mailbox now. New email appears in the list on its own when it arrives, so there is no progress message. ## Filter and search The **Filter** button opens a menu with **Assignee** and **Label**. You can pick several people and several labels. Each choice appears as a chip under the tabs, and you remove a filter by removing its chip. Filters are stored in the page address, so a filtered list can be bookmarked or shared with a teammate. The **Search** button opens a search field with the placeholder "Search threads…". Search needs at least two characters. It matches the subject, the customer's name and email address, and the preview text of each thread, and it returns up to 20 threads ordered by relevance. The **Display options** button has two switches, **Show preview** and **Show labels**. They change what each row in the list shows and apply to your browser only. ## Read a thread Opening a thread shows its timeline in the order things happened. The timeline holds these kinds of entries. | Entry | What it shows | | --------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Email | An email the customer sent or your team sent. Sent email shows its delivery status, such as Sending…, Sent, Delivered, Delivery delayed, Bounced, or Failed to send | | Note | An internal note from a teammate | | Form submission | A submission your product sent through the [Conversation API](/docs/conversation-api), with the message and any fields | | Activity | A line for each change: status changes, assignment, labels added or removed, delivery updates, a reply the agent drafted, and automations that ran | Remote images in a received email are blocked until you press **Show images**. An email that Intray could not confirm came from the address shown carries an **Unverified sender** tag. This is common for email that reached Intray through forwarding, and it does not mean the email is spam. ## Assign a thread The assign button in the thread toolbar opens a menu of workspace members. Picking a member assigns the thread to that person, and **Unassign** clears it. The same control is in the Details panel under **Assignee**. Each change adds an activity line such as "Assigned to Anouk by Jeroen". ## Snooze a thread The snooze menu offers **Later today**, which is four hours from now, **Tomorrow 9am**, and **Next week Mon 9am**. **Pick date & time…** opens a dialog where you choose any future time. Times use your browser's time zone. Setting the status to Todo or Done ends a snooze early. ## Labels A label has a name, a color, and an optional description. Any member of the workspace can create, edit, and delete labels. You manage labels under **Settings**, then **Labels**. **Create label** asks for a name, one of eight colors, and an optional description. Deleting a label removes it from every thread that carries it. You apply labels from the **Labels** button in the thread toolbar or from **Labels** in the Details panel. The menu has a field that filters the list as you type. When no label matches what you typed, the menu offers to create one with that name, and Intray picks the next color for it. An [automation](/docs/automations) can add or remove labels when email arrives, and a rule with an AI condition can label email by what it says. An automation that ran shows in the timeline with the rule's name. ## Notes The composer at the bottom of a thread has two tabs, **Reply** and **Note**. A note is for your team. It is never sent to the customer, and the Conversation API never returns it. The note field has the placeholder "Leave a note for your team…" and accepts up to 10,000 characters. You add it with **Add note** or with `⌘ Enter` on a Mac and `Ctrl Enter` elsewhere. ## Reply A reply goes out from the address the thread belongs to. If the customer wrote to support, the reply is sent as support, whoever on the team writes it. A reply cannot be sent from a different address. The composer starts as one line that reads "Reply to" followed by the customer's name. Pressing it, or pressing `r`, opens the full composer. The **More options** menu has these items. | Item | What it does | | ------------------------------------------- | ------------------------------------------------------------------------ | | Reply to all, or reply only to the customer | Switches between replying to everyone on the email and only the customer | | Send a copy to someone else | Adds a Cc line | | Send a private copy | Adds a Bcc line | | Send & keep open | Sends the reply and leaves the thread's status as it is | | Discard draft | Deletes the saved draft. It appears once a draft has been saved | **Send** sends the reply and marks the thread done. Use **Send & keep open** when the thread still needs work after your reply. Intray saves a draft as you type, including its attachments, and restores it when you open the thread again. A draft belongs to the person who wrote it, so a teammate who opens the same thread does not see it. A thread with your reply draft shows a **Draft** label in the list. Attachments on one email can total 30 MB. **Write with AI** drafts the reply for you to edit, and its shortcut is `⌘ J` or `Ctrl J`. ### Move a reply into a window The reply stays at the bottom of the thread while you are on it. The pop-out button in its header moves the reply into a window in the [tray](#the-tray). The text stays as it is. The thread then shows "Your reply is open in a window." with **Put back here**, and the window has **Put back in the thread** while you are on that thread. A window holds the reply only. Notes stay on the thread. When you leave a thread after editing its reply, the reply moves to the bar at the bottom of the screen, and a message reads "Reply to" and the customer's first name, then "moved to the bar". **Open** in the message opens the reply in a window. When you come back to the thread, the reply is at the bottom of the thread again. A reply you opened but did not edit stays on its thread and does not go to the bar. **Send** in a reply window sends the reply and closes the window. The message "Reply sent" has **Open**, which goes to the thread. If the address cannot send at the moment, for example because its domain is not verified, the send button is disabled and the composer shows the reason. A thread in Spam has no composer. Set its status to Todo first if you want to reply. ## Write a new email **Create email** in the bar at the bottom of the screen opens a new email in a window. The plus button above the thread list and the `c` key do the same, and `c` works on every page of the workspace. You choose the **From address** from the addresses that can send, then add recipients, a subject of up to 500 characters, and the message. The same 30 MB attachment limit applies, and **Write with AI** works here too. Intray saves the draft as you type. If a new email you have not typed in is already in the tray, **Create email** opens that one instead of adding another. You can keep several new emails in the tray at once. **Send** sends the email and closes the window. The message "Email sent" has **Open**, which goes to the new thread. The trash button discards the draft, and the message "Draft discarded" has **Undo**. ## The tray The bar at the bottom of the screen is the tray. It holds your email drafts and agent chats as buttons, and it has **Create email**, **Ask Agent**, and **Recent** on the right. The tray stays in place while you move between pages of the workspace. Pressing a draft or a chat in the bar opens it in a window above the bar. Several windows can be open side by side, and a new window opens to the left of the others. When there is no room for a new window, the oldest open window goes back to the bar. When the bar is full, the oldest items move into a menu at the end of the bar that shows how many it holds, for example **+3**. A draft window has these controls in its header. | Control | What it does | | ---------------------- | -------------------------------------------------------------------------------------------------------------------------- | | Minimize | Puts the window back in the bar. `Esc` does the same | | Focus | Enlarges the draft in the middle of the screen. An open chat window shows next to it. **Restore to tray** or `Esc` ends it | | Put back in the thread | Moves a reply back to the bottom of its thread. It shows while you are on that thread | | Close | Closes the window and keeps the draft. The message "Draft saved" has **Undo** | A button in the bar shows a spinner while a chat is working, an orange dot when a chat needs your approval, and a dark dot when a chat has activity you have not seen. After a reload, the items come back in the bar with their windows closed. The list of items is stored in your browser, so another computer has its own tray. Draft text is always saved in Intray. Another tab in the same browser shows the same items, and each tab opens its own windows. ### Recent **Recent** is the clock button at the right end of the bar. It lists your drafts that are not in the tray under **Drafts**, both new emails and replies, and then your agent chats by date. The search field matches draft subjects, recipients, and chat titles. Choosing a draft puts it back in the tray and opens its window. **View all chats** opens the Agent page. A draft leaves the list when you send it or discard it. Drafts that the agent or an [automation](/docs/automations) wrote on a thread are not in Recent. They wait on their thread. ### On a narrow screen Below 1024 pixels wide there is no bar and no windows. When the tray holds drafts, a strip under the page shows **Drafts** and how many there are, and it opens a list. A draft opens full screen, and closing it keeps the draft. A reply stays on its thread, and leaving the thread after an edit shows a message that the reply was saved to drafts, with **Open**. Chats open on the Agent page. ## The Details panel The Details panel sits to the right of the open thread. On a narrow screen a button in the thread header opens it. - **Status**, **Assignee**, and **Labels** show the thread's current values, and each one can be changed from the panel. - **Source** and **Reference** appear on a thread that your product created through the API. Source reads "Form submission" or "API", and Reference is the `external_id` your server sent. - **Customer** shows the person's name, email address, and the date Intray first saw them. - **Recent conversations** lists other threads from the same customer. - **Profile** shows data from your own product when [customer profiles](/docs/customer-profiles) are connected for the address. An owner links a customer with **Link profile**. ## What Spam does today Spam is a status that a thread can have. Intray sets it when the mail service that received the email marks the email as spam or as carrying a virus. For a domain hosted in Intray, an email that fails the sending domain's DMARC policy is also placed in Spam. Intray has no button that marks a customer as a spammer, and nothing in the product blocks a sender from future email. You move a thread out of Spam by setting its status to Todo or Done. To stop your own workspace from sending to an address, use the blocked recipients list in Settings. ## Keyboard shortcuts Press `?` anywhere in the inbox to see the shortcuts that work on the current screen. `⌘ K` on a Mac, or `Ctrl K` elsewhere, opens the command palette, which can switch views, act on the open thread, search threads, and open settings pages. | Keys | Where | Action | | ------------------------- | --------------- | ------------------------------- | | `g` then `i` | Anywhere | Go to Todo | | `g` then `s` | Anywhere | Go to Snoozed | | `g` then `d` | Anywhere | Go to Done | | `c` | Any page | Create email | | `j` and `k` | List and thread | Next and previous thread | | `Enter` or `o` | List | Open the focused thread | | `e` or `d` | List and thread | Mark done | | `u` | List and thread | Move back to Todo | | `s` | List and thread | Snooze | | `a` | List and thread | Assign | | `i` | List and thread | Assign to me | | `l` | List and thread | Edit labels | | `r` | Thread | Reply | | `Shift r` | Thread | Reply all | | `n` | Thread | Add an internal note | | `Esc` | Thread | Back to the list | | `⌘ Enter` or `Ctrl Enter` | Composer | Send the reply, or add the note | | `⌘ J` or `Ctrl J` | Composer | Write with AI | | `Esc` | Composer | Leave the composer | | `Esc` | Tray window | Minimize the window |