Answering email in your inbox

Every email that arrives becomes a conversation with one person, with a status that says whether it still needs you. Write to the same person again with the same subject within 45 days and it carries on in the same conversation.

Writing a new email

The ✉ Write button sits in the bottom right of every page. Type who it is to - your contacts are suggested as you type - a subject and your message, and press Send. It is filed as a conversation, so their reply lands in your inbox beside it. Anyone you write to who is not yet in your contacts is added.

The views

• Needs an answer - they wrote last and are waiting on you. Start here.
• Waiting on us - people who answered you that you have not replied to yet, even if you closed the conversation. The Waiting on you card on Today shows the same people.
• New, Open, Waiting on them, Solved and Everything - by status.
• Put down - conversations you have set aside until later. See Putting a conversation down.
• Under Team: Personal, Mine, Nobody's and Overdue. See Working as a team.

Use ⚲ Filters and ⇅ Sort above the list to narrow it down and change the order, and save what you use often as a view. See Filtering, sorting and saved views.

Each row has read more, which opens the whole email in the list without marking it read, and ⋯ file their mail, which sends that sender (or their whole company) to a box from now on.

Replying

1. Open the conversation. It opens at the newest message, and long emails fold behind Read more.
2. Write your reply. Press Saved replies, or type /, to start from a saved reply. • List makes bullet points.
3. Check the From line. A reply goes from the address they wrote to.
4. Press Send and wait on them, or open the ▾ beside it to choose Send and mark solved, Send and close or Send and keep open instead.

Closing a conversation means you are done with it. If they write back to a solved or closed one, it opens again by itself, waiting on you.

The card beside a conversation

Status, Priority, Kind, Box, Assigned to and tags. Type in add a tag and press Add to tag the conversation without leaving it.

To write something only your team sees, use Save as internal note instead of sending.