Inbox

Inbox is where conversations live. Each conversation is a thread — one ongoing exchange with a customer or owner, on a channel. Email is the channel you have today. Later channels would use the same Inbox, with their own channel badge. Open Inbox from the sidebar, or from the Inbox page.

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Threads

A thread groups messages between your account and one other party on a channel. On email, that is one of your provisioned addresses and one other mailbox. Yorlet matches a new message to an existing thread when it can — using the message headers if this is a reply, otherwise the address plus subject. Each row shows:

• The subject, or the other party’s address if there is no subject
• The channel — email today
• Whether the thread is Open or Closed
• When the last message was sent or received

Tabs filter Open and Closed threads. Open a thread to read its timeline. That list is paginated and includes more than messages: inbound and outbound mail, plus status and assignee changes. Inbound is what you received; outbound is what you sent. Yorlet tries to attach the other party to a customer or owner when their address matches a record on the account.

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Start a conversation

You can email a customer or owner from Inbox, or from their page. You need a provisioned address first. To start a conversation from Inbox, follow these steps:

1. Open Inbox.
2. Click New conversation.
3. Choose Customer or Owner, then pick who to email.
4. Optionally choose the From address. It defaults to the agent address.
5. Enter a Subject and Message, then click Send.

The send opens as a thread in Inbox. To start a conversation from a customer or owner, follow these steps:

1. Open the customer or owner.
2. Click New on the Inbox section, or open Actions and click New conversation.
3. Enter a Subject and Message, then click Send.

The customer or owner must have an email address on their record.

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How a conversation starts

When someone emails a provisioned address:

1. Yorlet matches the recipient to that address.
2. It matches the sender to a customer or owner when it can.
3. It adds the message to a thread in Inbox — creating one if needed.
4. Automated mail such as out-of-office replies is stored, but the email agent does not draft a reply.

Mail to any provisioned address is stored in Inbox, not only the agent address.

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Agents

Agents read and write the same threads you see in Inbox:

• The email agent drafts a reply on a thread when someone emails the agent address.
• Recover triage reads a customer’s threads before it proposes enrolment or a send.
• The assistant and Claude or ChatGPT can send on a thread when you ask them to.

Those sends still follow agent policy. Approve them from Approvals.