Inbox is where you triage and answer customer email without leaving Cust. Every conversation carries the account's full context, and supported email actions sync with your provider.

Mailboxes and folders

Where the mailbox sidebar experience is enabled, the sidebar lists every email account connected to Cust that you have access to. Personal mailboxes have Inbox, Snoozed, Archive, and Sent, with Spam and Trash under More. Shared inboxes have Open, Assigned to me, Unassigned, Snoozed, and Archive. In a ticket queue, Archive is labeled Resolved.

In the earlier Inbox layout, use the Folder filter above the conversation list to choose the conversation status.

Folder and assignment badges in the mailbox sidebar count unread conversations. The Snoozed badge counts all snoozed conversations, including ones you have read.

Triage from the conversation list

In the newer Inbox layout, the mailbox sidebar, conversation list, and open thread sit alongside each other on a wide screen. Use Hide sidebar to make more room for the list and thread, then Show sidebar to switch mailboxes or folders.

Each row shows the correspondent, subject, and message preview, with a message count for threads with more than one message. Unread conversations use bold text. Assigned conversations show the teammate's initials; hover over the avatar to see their name. A Replied badge identifies a conversation whose latest message is an outgoing reply.

Open a conversation to read it, then use its row controls to mark it unread again.

Hover over a conversation to act on it without opening the thread:

Mark as read or Mark as unread changes its read status.
Snooze lets you choose when an open or archived conversation should return.
Archive removes an open conversation from the inbox. Use Unarchive to bring an archived conversation back. In ticket queues, these actions are labeled Resolve and Reopen.

Selecting a conversation marks it as read. On a wide screen, a thread that appears automatically when Inbox opens or advances to the next conversation keeps its unread status until you select it or mark it as read.

On a narrow screen, opening a conversation replaces the list with the thread. Use Back to list to return to the same place in the list. Archiving or snoozing the open conversation also returns you to the list. Show sidebar opens the mailbox and folder navigation as a drawer.

In an open message, the header shows the sender's name and email address. Hover over a recipient's name to see their full email address.

Shared inboxes

A shared inbox (for example support@ or success@) is a mailbox shared with selected teammates. The email account owner also retains access. Shared mailboxes are marked with a team icon in the sidebar, and add two things on top of a personal mailbox:

Assignment: any conversation can be assigned to a teammate, so it is always clear who owns the reply. Assignment changes are recorded on the conversation.
Assignee filter: filter the list to your own conversations, a teammate's, or unassigned ones.

For ticket stages, reply targets, routing, and team boards, enable and configure Ticketing.

Focus mode

Open Filter & sort and turn on Customer conversations only to focus on customer threads. Turn it off to include the rest of the mailbox, such as internal conversations and vendors.

Search

Search runs across the full text of your conversations, not just subjects and senders, so you can find a thread by a phrase you remember from the body.

When reading a long thread, Cust trims quoted history and boilerplate so the message is easy to scan. A show full content toggle reveals the complete, untrimmed body of any email when you need the whole picture.

Two-way sync

Supported mailbox actions sync in both directions:

Archiving or trashing a conversation in Cust syncs the change back to Gmail or Outlook.
In personal mailboxes, read and unread changes sync with the provider. Shared inboxes track read status separately for each teammate.
Changes you make in Gmail or Outlook (archive a thread, delete a message) show up in Cust.
New mail appears in near real time.

Use the conversation header's Mark as read or Mark as unread action to change its read status. Marking a conversation unread keeps it bold in the list until you select it again or mark it as read.

Snooze a conversation

Open a conversation and use Snooze in its header to set a time to return to it. Choose Later today, Tomorrow, Next week, or Pick date & time…. You can also select several conversations and snooze them together.

Choose Tomorrow to bring the renewal conversation back on Wednesday at 09:00. It moves into Snoozed with its wake time visible. Example data.

Snoozed conversations leave the open queue and appear under Snoozed in the mailbox sidebar. The header shows the wake time; open that control to change it or choose Unsnooze. You can snooze both open and archived conversations. At the scheduled time, the conversation returns to the open inbox as unread; an archived conversation is reopened.

A new incoming human reply can end the snooze early. Your own sent messages and detected automatic replies do not. Moving the conversation to another folder also ends its snooze.

Edit reply recipients

The reply composer's address suggestions include people already in the thread as well as matching contacts. Select Cc or Bcc to add those recipient fields.

Drag a recipient chip between To, Cc, and Bcc to move the address. You can also drag an address from a message header into a recipient field. The composer removes that address from the other recipient fields, so moving it does not add a duplicate. Check the final recipient list before sending.

Move Jamie Lee from Cc to Bcc, then choose Taylor Chen from the thread-participant suggestions to add them to To. Alex Morgan stays in To.

Suggestions are grouped into Thread participants and Colleagues. Example data.

Reply faster with AI

Select Help me with this conversation to ask the Assistant about the open thread. Suggested prompts include Draft a reply, Summarize this thread, and What does the customer need?

Every customer thread has full context attached: account health, recent meetings, prior emails, open opportunities, product usage. Cust uses that context to draft replies that fit the conversation, so you can review, edit, and send instead of starting from a blank box.

When Cust has prepared a draft for a conversation (for example through a workflow or an agent), it appears as a banner above the composer. Apply it with one click or dismiss it; nothing is inserted into your reply until you choose.

The composer supports rich formatting, including text color, highlight color, and inline images, so a reply can match your usual style. When you are answering from a task, a Send & complete task action sends the reply and closes the task in one step.

Select an inline image in the composer, then drag a corner handle to resize it. The image keeps its proportions and stays within the editor width. In a received or sent message, click an image to enlarge it. Images that link to a website keep their link behavior.

Reply, then archive

Once you have replied to a customer, hit Archive to remove the thread from Inbox. That keeps the queue clean and surfaces the next thread that needs your attention.

Use Send & Archive when you want to reply and remove the conversation from the open inbox in one action. In a ticket queue, Send leaves the next stage to the ticketing rules, while Send & Resolve explicitly closes the request.

To reply and bring the conversation back later, open the send menu, choose Send & snooze, and select a wake time. This is available for open and archived conversations.