Work through your inbox

Select the accounts you need#

Open Inbox from the workspace navigation. It can show selected Gmail, Outlook, and text messaging accounts. Use Settings in the Inbox toolbar to manage the intended account in Integrations; text messaging also needs the correct sender selection.

The accounts available to you and the actions you can take depend on workspace access and the connection. Reading a conversation does not automatically enable sending from that account.

Open a mailbox shared with you#

When Mailbox is shown, choose My inbox for your own connected accounts or choose a mailbox or phone number shared with you. Shared messages use a separate view with a limited set of recent messages and plain text bodies.

The shared view does not include attachments, full mailbox history, sending, replies, assignment or mailbox organization. Opening a shared message does not mark it as read. Use Refresh shared inbox to recheck access. If access is no longer available, select My inbox and ask the connection owner to review the share.

Review a conversation#

1. Open Inbox and use the Account filter to select the intended account. Check its name and address.
2. Choose Inbox, Sent, Drafts, Archive, or All. Search loaded conversations by sender, address, subject, or message text; use Filters to narrow the view.
3. Open the conversation and review its recent messages. Use Show earlier messages when available to read more of the conversation.
4. Use Assign conversation, when available, to choose the teammate responsible for the follow-up.
5. Reopen the conversation to confirm the assignment. If you are preparing a reply, check the sending account and recipient before any sending action.

Read a formatted Gmail message#

In your own inbox, received Gmail messages can show supported formatting, lists, tables, signatures and inline images within the conversation. Formatting loads as you reach the message; some content may appear differently from Gmail.

External images stay hidden until you select Show external images. That choice applies to the conversation during the current inbox session. A successful read may show plain text when no supported formatting is available. If access or loading cannot be verified, the message body and attachments remain hidden. Follow the displayed explanation, wait for any stated delay, and use Try again or refresh the inbox when appropriate. Open Gmail directly if you need to inspect the original.

Download a Gmail attachment#

Open the message and look for Attachments below its content. Select Download next to a file; AgencyOS retrieves it only when requested. Files up to 25 MB can download here. Open larger or unavailable files in Gmail.

If a download fails, follow the explanation beside it. Wait for any stated delay before using Download again. Downloading a file does not mark it as safe to open.

Organize mail without waiting#

When Gmail inbox actions are enabled, read, unread, archive and move-to-inbox changes update the view immediately. AgencyOS saves each change and syncs it in the background. Keep the page open while it says Saving; once saved, the work can finish after you leave.

An immediate change in the list does not confirm that Gmail has applied it. If a change cannot sync, review its status and the current conversation. Follow the Gmail organization guide for an uncertain result, including when AgencyOS could not confirm that the change was saved. Sending email uses its own sending status.

Mail syncs when you first open Inbox. Navigating back to Inbox reuses the last successful sync for five minutes; after that, it requests a new sync. Switching back to the browser tab checks your workspace access but does not by itself fetch newer messages. Use Refresh inbox to request newer messages. If a read pause is shown, wait for the stated delay before refreshing. AgencyOS does not poll the mailbox while you stay on the page or leave it in the background. Check status only checks pending actions.

Before sending anything#

New message opens the composer. Availability in the inbox does not guarantee that the connected account can send. Follow the sending controls and confirmation shown for the selected source, and review the final recipient and content.

Assigning or organizing a local conversation record is separate from sending a message. An AI assistant that can triage records should not describe that work as an email or text being delivered.

Keep track of an unfinished reply#

Use Drafts or Continue your draft to return to unfinished messages during the current inbox session. Drafts stay in this session only; reloading the page discards them. Keep a separate copy of unfinished work before reloading or leaving the inbox.

Refresh inbox syncs messages while keeping the current session’s drafts. This is different from reloading the whole page.

Organize Gmail conversations#

When inbox actions are enabled for your Gmail account, an unread conversation stays unread while you view it. After its email loads, selecting a different conversation marks the previous one read. You can also use Mark read, Mark unread, and Archive directly. These actions change Gmail itself and need separate account access.

Resolve a Gmail sending problem#

Follow the explanation beside your draft. Sending still depends on your workspace access, the selected Gmail account, and whether sending has been enabled for it. A connection that can read mail may need an authorized teammate to enable sending.

• Account check or conversation changed: keep your draft, refresh the inbox, and confirm the sending account and current conversation before retrying.
• Connection or sending access: ask an authorized teammate to reconnect the intended Gmail account and review its sending access.
• Google Workspace restriction: ask your administrator to review the restriction before another attempt.
• Temporary sending limit: wait and check the account in Gmail before trying again.
• Invalid or oversized message: check the recipient and content, or shorten the message as requested.
• Sending could not be confirmed: check Gmail’s Sent folder and the conversation first. Use Check sending status when offered; do not start another copy while the result is uncertain.

When the inbox looks incomplete#

Check the account, search terms, and Filters. Search and counts cover loaded conversations, not your entire mailbox. For Gmail, scroll toward the bottom of the conversation list to load older messages when available, or search Gmail directly. If loading fails, follow the warning and any stated wait time, then select Retry loading older messages. Select Refresh inbox to sync the latest messages; if it fails, the messages still shown may be out of date.

After a send with an uncertain result, check the conversation and delivery status before trying again. If no sending option is available, complete the reply in the original service.