Inbox: read, reply, write and schedule e-mail in CRM

Inbox shows the mail of the mailboxes you connected — see Your mailbox. Each conversation is one thread.

Folders

Inbox, Snoozed, Starred, Sent, Drafts, Archive, Deleted, Unread and All. With several mailboxes, pick one in the sidebar or see all of them together.

At the top: Search emails…, Refresh inbox and Compose. Tick conversations to mark them read or unread, archive them or delete them together.

If a mailbox has stopped syncing, a banner says This mailbox is not syncing: with Check settings.

A conversation

Open a conversation to read it. Next to it CRM shows who it is with — their contact or lead, open deals and what they owe — so you answer with the whole picture.

For each message:

• Reply — answers the sender.
• Reply All — answers the sender and the other recipients; the copies go to Cc. Your own addresses are left out.
• Forward — sends it on, with a message of yours.
• Mark private (in a shared mailbox) — colleagues will not see this message on contacts and leads.
• Enroll — puts the sender into a sequence.
• Archive and Delete.

For the whole conversation: Snooze — Later today, Tomorrow morning or Next week — hides it until then; Un-snooze now brings it back.

Reply

The reply box has To, Subject and Template (— Insert template — fills the subject and the text from an e-mail template). Write in HTML or Plain Text and click Send Reply.

After sending, Message sent. stays for 15 seconds with Undo — click it to cancel the send.

When the person you write to is in a sequence, their reply stops the sequence for them.

Write a new e-mail

Compose opens a new e-mail: From (your mailbox), To, Cc, Bcc, Subject, Use a template and the Message.

• Attachments — files up to 10 MB each: PDF, Word, Excel, images, ZIP, CSV and text.
• Schedule send — pick the date and time; the button turns Schedule send. The e-mail goes out then.
• Start a sequence — when you write to a contact, enroll them into a sequence instead.
• Save draft keeps it in Drafts; Discard drops it.

Mail you send is linked to the contact or lead with that address and appears on their page.

AI in Inbox

Summaries, AI replies and AI tasks send the whole conversation to an external AI provider, so they are off: the buttons appear only in a workspace that has asked for them.

If something doesn't work

Connect a mailbox in My settings → Mailbox to send e-mail from CRM.

You have no mailbox in CRM yet. See Your mailbox.

Too late — this message has already been sent.

The 15 seconds for Undo had passed.

I do not see a colleague's e-mails

Their mailbox is personal, or the message is marked private. See Your mailbox.

My new mail does not appear

CRM checks every minute. Click Refresh inbox; if the mailbox is not syncing, check its settings.