The thread list shows who has each thread
Each row shows the customer, the subject, the address the email came to, its labels, and the teammate assigned to it.
- Todo, Snoozed, Done, and Spam
- New email lands in Todo, and a customer reply on a Done thread brings it back to Todo.
- One address or all of them
- The title above the list is a menu. All inboxes shows every address, and each address narrows the list to it.
- Filter by person or label
- You can pick several teammates and labels, and the filter is kept in the page address so you can share the list.
- Search threads
- Search matches the subject, the customer's name and email address, and the preview, and returns up to 20 threads.
Triage a thread from the toolbar
Reply and leave notes inside the thread
Replies go out from the address the customer wrote to. Notes stay with your team, in the same timeline as the emails.
Leave notes that only your team sees
A note sits in the timeline between the emails. Customers never see notes, and the API never returns them. Notes have no mentions, so to hand a thread over, assign it.
Write with AI from the reply box
Press ⌘ J or Ctrl J, say what the reply should do, and edit the draft before you send it.
Teammates do not see your draft
Intray saves the reply as you type. Teammates who open the thread do not see your draft.
Reply as the shared address
If the customer wrote to support, the reply goes out as support, whoever on the team writes it.
Work through the inbox from the keyboard
J and K move between threads, and E marks the thread done. In the inbox, the ? key lists every shortcut for the screen you are on.