The Email Inbox is where incoming emails from your configured Sales and Service channels land — giving you one place to review, respond to, and act on every inbound message, with a direct path to turning a sales inquiry into a Lead without ever leaving the CRM.
Email Inbox List View
A unified view of every email received across your connected channels.
What You’ll See
- Inbox Summary Bar – Total, Unread, Starred, and Sent counts
- Filter Dropdown – switch between All Emails, Unread, Starred, or Sent
- Search Bar – find an email by subject, sender, or content
- Email List Grid – every email with sender, channel, and conversion status
- Pagination – for larger inboxes
Grid Columns
| Column | Description |
|---|---|
| Sender | Avatar, name, and email address |
| Subject | The email’s subject line, with a preview snippet below it |
| Channel | Which channel the email came in on — Sales Channel or Service Channel |
| Related | The linked CRM record, if the email has been converted — shows “–” until then |
| Received At | Date and time the email arrived |
| Status | Converted or Not Converted |
Each row also has a + Convert to Lead quick action, plus View and Delete icons.
Toolbar Actions
- Refresh – manually syncs the inbox
- Settings, Filter, Sort, Reset
Good to Know
- New emails arrive automatically — there’s no manual import step, and the inbox stays synced with your configured email channels
- Emails are sorted newest-first by default
- Unread emails are visually distinguished from read ones, so nothing slips through unnoticed
Converting an Email to a Lead
The + Convert to Lead action — available right from the inbox row, or from the email’s own detail view — is the fastest path from an inbound inquiry to a working Lead.
- Clicking it opens the Lead creation form, pre-filled with the sender’s name, email address, and company where available, and with Lead Source automatically set to Email
- You can review and add to the pre-filled details — status, interest level, owner — before saving
- Once saved, the email’s status flips from Not Converted to Converted, and the Lead now appears in the email’s Related tab
Good to Know
- This is a one-way action — once an email is converted, it can’t be reverted back to Not Converted. Any corrections from that point happen on the Lead record itself
- Each email can only be converted once. If it needs to be tied to more than one record, that additional linking happens from the Lead module rather than back in the inbox
- If the sender’s email address matches an existing Lead, the system flags it as a possible duplicate before letting you save
Email Detail View
Opening an email gives you everything about that message in one panel — full content, thread history, and quick actions — without leaving the inbox.
What You’ll See
- Email Details – From, the channel it arrived on, read status, owner, and received timestamp
- System Processing – how the system classified it on arrival (New Email, Reply, or Forward) and whether that classification was automatic or manual
- Email Body – the full message content
- Thread – every message in the conversation, grouped together with sender, timestamp, and content for each
Good to Know
- Opening an email automatically marks it as Read, and the Unread count in your inbox updates immediately
- All the email metadata here is system-stamped and read-only — there’s nothing to edit directly on the email record itself
Bottom Action Bar
Four actions are always available, regardless of the email’s conversion status:
- Reply – opens a composer pre-filled with the sender’s address; your reply is sent from the channel’s address and appended to the thread
- Forward – opens a composer with the original message pre-filled, ready for you to add a recipient
- Assign – reassigns the email’s owner to another CRM user, taking effect immediately
- Convert to Lead – as described above; this button disappears or disables once the email has already been converted
Related Tab
Shows whether this email has been linked to a CRM record yet.
Before Conversion
You’ll see an empty state explaining the email hasn’t been converted yet, with a Convert to Lead button built right in — no need to jump back to the Overview tab.
After Conversion
A Linked Records card appears showing the connected Lead’s name, ID, status, email, company, source, owner, and which channel address it came in on.
- View Lead takes you straight to the full Lead detail view
- Reassign lets you change the Lead’s owner directly from here, without opening the Lead itself
- The Lead status shown here stays live — if it changes in the Lead module, it updates here automatically
Attachments Tab
Every file that arrived with the email, listed with its name, size, and the date it was received.
- Each file has a Download button — clicking it starts the download immediately, with no inline preview
- If the email has no attachments, you’ll see a simple empty state
- Attachments here are read-only references — they can’t be renamed, replaced, or deleted from this tab, since they’re sourced directly from the received email