Inbox

Inbox is where you triage and answer customer email without leaving Cust. Every conversation carries the account's full context, and everything you do here syncs back to your email provider.

Mailboxes and folders

The sidebar lists every email account connected to Cust that you have access to. Each mailbox has its own folders: Inbox, Archive, Sent, Spam, and Trash, with a count of open conversations next to each.

Shared inboxes

A shared inbox (for example support@ or success@) is a mailbox your whole team works out of. 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.

Focus mode

Toggle Focus mode to show only the conversations with your customers, so you spend your morning on threads that matter for retention and expansion. Toggle it off to see the rest of the mailbox (internal threads, vendors, anything that is not a customer).

Tags

Your Gmail labels and Outlook categories appear on conversations as tags, and you can filter the list by tag. The organization you already maintain in your email provider carries over, no re-tagging needed.

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

Inbox is not a copy of your mail, it is a live view of it:

• Reading, archiving, or trashing a conversation in Cust syncs the change back to Gmail or Outlook.
• Changes you make in Gmail or Outlook (archive a thread, delete a message) show up in Cust.
• New mail appears in near real time.

Reply faster with AI

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.

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.

For maximum productivity and inbox hygiene we recommend the Send and archive action, which replies and archives in one click.