10.3 Email Conversations (Direct Communication)

What This Feature Does #

Email Conversations is the inbox and compose interface for direct email communication with contacts. It shows emails from the Reply-To Mailbox assigned to the current user.

When to Use #

• Use to read replies from contacts who responded to your campaigns.
• Use to send a direct email to a specific contact.
• Use to forward or reply to an existing email thread.
• Do not use for bulk campaigns — use Email Campaigns for that.

Prerequisites #

• TenantUser or CompanyAdmin role.
• A Reply-To Mailbox must be assigned to you by a CompanyAdmin.
• The mailbox must be successfully connected.

10.3.1 Read Your Emails #

1. In the sidebar, click Email → Chat.
2. The inbox shows emails from your assigned mailbox.
3. Click any email to read it.
4. Use search to find a specific message.

10.3.2 Compose a New Email #

1. On the Email Conversations page, click Compose.
2. Fill in:
   • To: Enter the contact’s email address or search by contact name.
   • Subject
   • Body (rich text editor)
   • Attachments (optional — use the Media Library or upload directly)
3. Click Send.

What happens: The email is sent using your assigned mailbox’s outbound channel (SMTP or OAuth native channel). It appears in your sent items and in the contact’s Email Conversation thread.

10.3.3 Reply to an Email #

1. Open the email you want to reply to.
2. Click Reply or Reply All.
3. Write your reply.
4. Click Send.

10.3.4 Forward an Email #

1. Open the email.
2. Click Forward.
3. Enter the recipient address.
4. Add a note if needed.
5. Click Send.

Note: Forward requires the CanForwardEmails permission. If you do not see the Forward button, ask your CompanyAdmin to enable this permission.

10.3.5 Delete Messages #

1. Select the messages to delete using the checkboxes.
2. Click Delete Selected.
3. Confirm in the popup.

Note: Delete requires the CanDeleteEmailMessages permission.

Errors, Messages, and Common Fixes #