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.

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

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).

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 open it again.

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.

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.

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.

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.