Emails is the pipeline's half of your mailbox: the conversations that involve your contacts, synced from every mailbox connected to the organisation, with the enquiry or booking each one belongs to attached. Nothing gets here until a mailbox is connected, so start with Connecting your mailbox.
Open emails
Conversations
A row is a conversation, not a message: every thread about the same exchange, across every mailbox that holds a copy, rolled into one record with a message count and the latest snippet. Badges under the subject show the contacts and the enquiry or booking it is linked to, followed by the mailbox the copy sits in. A Not linked badge means it has neither yet, and a Private badge means the conversation is still yours alone. The date and message count sit on the right.
Three tabs sit above the list.
| Tab | What it shows |
|---|---|
| Inbox | Every conversation you can see |
| Drafts | Your own unscheduled drafts, including group email drafts |
| Outgoing | Scheduled drafts, group email progress, and pending or failed sends |
A band above the list counts the conversations that are not on a contact or job yet, under the label Need linking. Show them narrows the list to those; the band turns dark green, reads Showing only these, and the button becomes Show everything. Nothing left to link, no band. Sent group emails share an expandable row showing their subject and conversation count. When a conversation receives a reply, it leaves the group and appears on its own.
Linking a conversation
Open a conversation and the Linked records card sits under the header. Add contact and Add enquiry or booking search for the record; the cross beside an existing link removes it. Addresses that clearly match a contact are linked as the mail syncs, so the card is usually a matter of confirming rather than typing.
Linking matters twice over. It puts the conversation on the enquiry or booking where the rest of the team can read it, and it gives merge fields something to resolve against when you send.
Replying and composing
Reply, Reply all and Forward sit under the last message, and on conversations in mailboxes your role lets you use. New email on the list, or Draft an email on the overview rail, opens the same composer from nothing.
The composer takes To, CC, BCC and Subject, then the Message body. A Template picker appears when your organisation has saved any, a Signature picker chooses which sign-off goes on, and Attachment adds files up to 10 MB in total per email. Send options beside Send offer Schedule send: see Scheduled sends.
A new composition is linked to matching contacts and bookings automatically. A reply inherits whatever the conversation is already linked to.
Drafts
The composer saves as you type, showing Saving… then Saved in its header. Closing an empty draft deletes it; drafts with a subject or message are kept. Drafts wait on the Drafts tab: Continue reopens one where you left it, Discard deletes it and everything attached to it, and there is no second copy. Group drafts show a Group badge and recipient count. Scheduled drafts live on Outgoing.
Drafts are personal
A draft belongs to whoever wrote it. Nobody else sees it, and it is not visible on the enquiry until the email actually sends.
The writing assistant
Assistant in the composer header opens a column beside the email. Ask it for a first draft or for a change to what you have written, and it answers with a proposal you can read in full before deciding. Apply moves it into the body, Undo puts your version back, Discard leaves the body alone.
A draft can hold several chats, switched from the title at the top of the column; Delete chat removes one without touching the email. The tone it writes in comes from your AI assistant settings. The panel appears only where the organisation has the assistant switched on and your role holds the Use the AI assistant permission.
For questions about a booking rather than words for an email, that is Arby.