Email channel: inbox, reply, search and delete

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Emails in the inbox

• In the conversation list you see the sender, the email's subject and the time.
• The time is when it reached your mailbox, the same as in your webmail or email program, in your time zone. If for some reason the email took a while to reach MuseRelay, hovering over the time shows when it arrived.
• Formatted: emails in the inbox and in Automated are shown as the sender designed them (newsletters, invoices…), inside the conversation. They are displayed in an isolated frame, without scripts and with external images blocked: that way the sender doesn't know you opened it (many newsletters use invisible images, “tracking pixels”, to find out). Click “Show images” to see them, or “Always show images from this sender” so you don't have to ask again for that sender (the list is in Connection → “Images always shown”). “View without formatting” shows the clean text.
• Addresses that don't accept replies (noreply@, no-reply@, donotreply@…): instead of the reply box you'll see a notice, because those senders only send notifications and don't receive replies. If the email has a reply address (“Reply-To”), as many website forms do, the reply goes to that address and you can answer normally.
• Spam and older emails: emails in the Spam tab and those received before this change are shown as text; their “View formatted” link fetches the design from your mailbox when clicked. If you take an email out of Spam with “Not spam”, its formatting is fetched from the mailbox and it shows formatted from then on.
• Received attachments: they appear below the message with their name and size. Clicking them downloads them from your mailbox at that moment. Dangerous attachments are shown in red and ask for confirmation before opening.

Replying from the inbox

• Quick reply: type in the message box and click Send, like in any chat.
• Attachments: with the paperclip you can send several files at once, of any type (PDFs, images, documents, spreadsheets, audio…), up to 25 MB in total per message.
• Formatted message: the ⤢ button (next to the paperclip) opens a large editor with bold, italics, headings, lists, quotes, links, images by https address, emojis and attachments. Ideal for long replies or quotes.

If an AI agent is handling the conversation, pause the AI (or take control) to write yourself, just like in the other channels.

Copy in “Sent”. Every reply sent from MuseRelay, whether written by the AI or by a person, is also saved in your mailbox “Sent” folder, in the same thread: in your webmail or email program you see the full conversation. If your mailbox has no “Sent” folder, one is created. The same email is never saved twice, and if your mail server doesn't respond at that moment, MuseRelay retries for 24 hours (meanwhile the email waits encrypted).

Searching conversations

The inbox search finds conversations by:

• the contact's name, email or phone;
• the subject and sender of emails (for example “invoice” or “gmail.com”);
• the content of messages.

It searches as you type and ignores case and accents. In names and emails part of a word works (“anto” finds “Antonio”); in message content it matches whole words (“invoice” finds “Invoice”, but “inv” does not), because messages are stored encrypted.

Deleting conversations

Hover over a conversation and click the bin, or select several and click “Delete”:

• “Select all”, above the list, selects every conversation shown.
• Ctrl + click (⌘ + click on Mac) selects or deselects one conversation.
• Shift + click selects every conversation between the last one you selected and this one.

You are always asked to confirm before deleting. Deleting is available to people who can see all conversations in the workspace (owner and administrators); an agent who only sees their own conversations cannot delete.

What is deleted and what is not

MuseRelay deletes the conversation's messages (what the customer wrote and what was replied) and the stored files (photos, audio, documents…). This cannot be undone.

What came out of that conversation, however, stays where it is. For example, if a customer wrote to your hair salon on WhatsApp:

What happened in the conversation	When you delete the conversation…
The AI booked an appointment for Tuesday	The appointment stays in your calendar: the customer will still come
A support ticket was opened (“the hairdryer doesn't work”)	The ticket stays open in the tickets section
The AI used credits to reply	That usage still counts towards your consumption and your MuseRelay invoice

That way you can tidy up the inbox without losing appointments or upsetting your accounts.

What about my mailbox?

By default, deleting in MuseRelay does not touch your mailbox: the email stays there, but it does not reappear in MuseRelay.

If you also want to remove it from your email, tick “Also move the emails to the mailbox trash” in the confirmation:

• The emails are moved to the trash of your mailbox, never permanently deleted: you can recover them from your webmail or email program.
• It works with any provider: email servers mark their trash folder with a standard flag, and MuseRelay recognises it whether it is called “Trash”, “Bin”, “Deleted Items” or “Papelera” (Gmail, Outlook, iCloud, your hosting…).
• If your mailbox has no trash folder yet, a “Trash” folder is created, the name almost every email program recognises.
• It happens in the background: it may take a few seconds to show in your webmail.
• Changed your mind? If you deleted it with this box, move it back from the trash to the inbox in your webmail: within a minute or two it shows up again in MuseRelay, as a new conversation and without an automatic AI reply. Note: it comes in like any other email and goes through the filters again, so if it was phishing, suspicious, spam or automated it goes back to the matching tab (Spam, Automated…), not to “All”. If you don't see it, check those tabs. If you deleted it without the box, the email stays in your mailbox but doesn't come back to MuseRelay.
• The email is looked for in the inbox and also in the server spam folder: if you marked it as spam (or the server put it there), deleting it from the Spam tab also sends it to the trash (in that tab the box is called “Also delete the emails from the mailbox”). To send it to the spam folder without deleting it, use “Mark as spam” with its box: it also works with conversations already in Spam (for example phishing or those your server flagged), and their sender is also added to the spam list.