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Email

Dashboard Email brings shared communication into the same workspace as customers, tasks, protocols, projects, newsletters, and events.

Routes:

  • Inbox: /organizations/:id/inbox
  • Archive: /organizations/:id/inbox/archive
  • Spam: /organizations/:id/inbox/spam
  • Sent emails: /organizations/:id/sent-emails

Unread counters can surface directly on the parent email nav item. The badge combines inbound unread counts and sent email bounce/unread indicators where configured.

Email Views​

Inbox​

The inbox shows open inbound messages tied to organization-managed email addresses. Inbound messages can include sender metadata, recipients, subject, date, attachments, tags, status, spam state, customer link, responsible customer link, and project link.

Archive​

The archive stores messages that were deliberately closed or no longer need the main inbox workflow. Archived messages are not deleted; they are moved out of the active inbox view, which makes the archive the first place to check when a handled message seems to disappear.

Spam​

The spam view contains messages marked as spam or classified as suspicious. Expected messages that never reached the normal inbox may have landed here.

Sent Emails​

Sent emails show outbound messages. This is important for troubleshooting:

  • Whether a message was sent.
  • Which sender was used.
  • Whether a bounce or delivery issue is visible.
  • Which customer, project, event, newsletter, or operational flow generated the message.

Inbound Email Context​

Inbound email records can store:

  • Organization.
  • Recipient scope.
  • Recipient member customer for personal-scope mail.
  • Message ID.
  • From address and display name.
  • To and CC addresses.
  • Subject.
  • Date.
  • Forwarding metadata.
  • Optional reference to raw message storage (when retained for troubleshooting).
  • Attachment metadata.
  • Status (unread, read, archived).
  • Spam flag.
  • Tags.
  • Customer link.
  • Responsible customer link.
  • Project link.

Support should check these fields when a message appears under the wrong customer, project, or inbox section.

Organization Vs Personal Recipient Scope​

Inbound email can be scoped to the organization or to a personal recipient member customer.

  • Organization scope: shared organization inbox behavior.
  • Personal scope: message visibility can depend on the recipient member customer, plus admin/permission rules.

If one user can see an email and another cannot, check recipient scope, responsible customer, active organization, and email permissions.

Email And Customers​

Inbound messages can be matched to customers. Customer detail pages can show email context, so support can investigate correspondence without leaving the CRM record.

When a message does not appear on a customer, compare the sender and recipient email with the expected customer, then confirm the customer link exists. Also check archive/spam state, email and customer permissions, and whether the record belongs to the expected organization.

Email And Projects​

Inbound and outbound messages can be linked to projects. Project mail tabs help teams keep delivery communication beside milestones, tasks, documents, events, and protocols.

If a project email is missing, check the project link on the email and whether the user has both project and email access.

Outbound Sender Context​

Some customer/member records can have email sender configuration such as contact email, local sender part, or signature. This supports managed subdomain or custom-domain sending behavior where configured.

Sender investigations usually come down to:

  • The active organization.
  • The sender customer/member.
  • Contact email and local sender settings.
  • Whether the message was sent from a project, customer, newsletter, event, or other workflow.
  • Bounce or unread-bounced indicators in sent email views.

Permissions​

Email navigation appears when the user can list or read email. Actions and row visibility depend on email permissions, recipient scope, active organization, customer/project visibility, and admin status.

Email can also be affected by customer permissions because matched messages often rely on customer context.

Common Support Scenarios​

A message is missing​

Check inbox, archive, spam, active organization, email permissions, recipient scope, customer link, project link, and search/filter state.

A message appears under the wrong customer​

Check the sender address, original forwarded sender metadata, customer link, and whether duplicate customer records exist across organizations.

One user sees an email and another does not​

Check email permission scope, personal recipient scope, responsible customer linkage, and assigned-only customer/project context.

A sent email needs verification​

Open sent emails and check sender, recipient, subject, date, related entity, and bounce/unread indicators.

Related concepts: Newsletters, Mail templates.