Inbox

The Inbox is where you manage incoming emails for your configured email accounts. From here, you can read emails, assign them to cases, archive them, and perform other email management tasks.

Accessing Your Inbox

  1. Navigate to Commsroom from the left-hand menu (under “My Workspace”)
  2. You’ll see a list of email accounts configured for your organization
  3. Click on an email account to view its inbox
  4. The inbox displays all emails received for that account

Understanding Your Inbox

Inbox Display

Your inbox shows:

  • Email subject - The subject line of each email
  • Sender - Who sent the email
  • Date - When the email was received
  • Status indicators - Whether the email is read/unread, archived, or attached to a case
  • Attachments - Icons indicating if the email has attachments
  • Sentiment - Some emails may show sentiment analysis

Email Status

Emails can have different statuses:

  • Unread - New emails that haven’t been opened
  • Read - Emails you’ve already viewed
  • Archived - Emails moved to archive (won’t appear in main inbox)
  • Attached to Case - Emails linked to a specific case

Assigning Emails to Cases

Assigning emails to cases links them to the relevant case record, making it easy to track all communication related to a specific case.

Method 1: From the Inbox

  1. Open the email you want to assign
  2. Click the Attach to a case icon (folder with plus symbol)
  3. A clipboard bar will appear at the bottom of your screen
  4. Navigate to the case you want to assign the email to
  5. Click Attach to Case in the clipboard bar
  6. The email will be linked to that case and appear in its Conversations tab

Method 2: Using the Clipboard

  1. Click the Attach to a case icon on an email in your inbox
  2. The email is copied to your clipboard
  3. Navigate to any case in Caseblocks
  4. You’ll see a clipboard bar at the bottom of the screen
  5. Click Attach to Case to link the email to the current case
  6. Optionally, click Attach to Case and Return to Commsroom to link and return to your inbox

Verifying Assignment

After assigning an email to a case:

  • The email will show a folder icon indicating it’s attached to a case
  • Clicking the folder icon will take you directly to the case
  • The email will appear in the Conversations tab of that case
  • Any attachments from the email will also be available in the case

Archiving Emails

Archiving emails moves them out of your main inbox while keeping them accessible. This helps keep your inbox organized and focused on emails that need attention.

Archiving an Email

  1. Open the email you want to archive
  2. Click the Archive icon (archive box icon)
  3. The email will be moved to archive
  4. It will no longer appear in your main inbox view

Unarchiving an Email

  1. If you need to access an archived email, you can unarchive it
  2. Open the archived email (you may need to adjust your search or filters)
  3. Click the Unarchive icon
  4. The email will return to your main inbox

When to Archive

Consider archiving emails when:

  • You’ve completed the action required by the email
  • The email has been assigned to a case and you’ve finished processing it
  • The email is no longer needed in your active inbox
  • You want to keep your inbox focused on items requiring attention

Other Inbox Actions

Forwarding Emails

  1. Open the email you want to forward
  2. Click the Forward icon
  3. Enter the recipient’s email address (use semicolons to separate multiple addresses)
  4. Click Send
  5. The email will be forwarded and automatically archived

Deleting Emails

  1. Open the email you want to delete
  2. Click the Delete icon
  3. Confirm that you want to delete the email
  4. The email will be permanently deleted

Note: Be careful when deleting emails, as this action cannot be undone.

Searching Your Inbox

  1. Click the Search button in your inbox
  2. Enter your search terms
  3. Press Enter or click the search icon
  4. Results will be filtered based on your search

Saving Searches

After performing a search:

  1. Click Save search
  2. Enter a name for your saved search
  3. Click Save
  4. Your saved search will appear in the Commsroom menu for quick access

Refreshing Your Inbox

  • Click the Refresh icon in the inbox header
  • This checks for new emails and updates the inbox display
  • The inbox will show any new messages received since your last refresh

Managing Multiple Email Accounts

If your organization has multiple email accounts:

  • Each account has its own inbox
  • Switch between accounts using the Commsroom menu
  • Each inbox is managed independently
  • You can have different saved searches for each account

Inbox Organization Tips

Keep Your Inbox Clean

  • Archive regularly - Archive emails once you’ve processed them
  • Assign promptly - Assign emails to cases as soon as you identify the relevant case
  • Use search - Use saved searches to quickly find emails you need
  • Delete when appropriate - Remove emails that are no longer needed

Workflow Best Practices

  1. Review new emails - Check your inbox regularly for new messages
  2. Assign to cases - Link emails to cases as you read them
  3. Take action - Respond, forward, or process emails as needed
  4. Archive - Move processed emails to archive to keep your inbox organized
  5. Follow up - Use case conversations to track follow-up actions

Using Saved Searches

Create saved searches for:

  • Emails from specific senders
  • Emails about specific topics
  • Unread emails
  • Emails with attachments
  • Emails assigned to specific cases

Email Account Status

Your inbox may display status indicators for email accounts:

  • Verification On - Indicates that sent mailbox verification is enabled, which confirms delivery of sent emails
  • Error Messages - If there are issues with an email account, you’ll see error messages at the top of the inbox

Tips for Efficient Inbox Management

  • Process in batches - Set aside time to process multiple emails at once
  • Use keyboard shortcuts - Learn and use keyboard shortcuts for faster navigation
  • Filter and sort - Use search and filters to focus on relevant emails
  • Regular maintenance - Set aside time regularly to archive and organize your inbox
  • Case assignment first - Assign emails to cases before archiving to maintain context

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