> ## Documentation Index
> Fetch the complete documentation index at: https://docs.yorlet.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Inbox

> Review conversations with customers and owners as threads. Email is the channel Inbox uses today.

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](https://dashboard.yorlet.com/inbox) page.

<CardGroup cols={2}>
  <Card title="Email" icon="envelope" iconType="duotone" color="#6366f1" href="/business-automation/inbox/email">
    Provision addresses, bring a domain, and send on the email channel
  </Card>

  <Card title="Agents" icon="sparkles" iconType="duotone" color="#6366f1" href="/business-automation/inbox/agents">
    How the assistant, email agent, and Recover triage use Inbox threads
  </Card>
</CardGroup>

## Threads

A thread groups messages between your account and one other party on a channel. On email, that is one of your [provisioned addresses](/business-automation/inbox/email) 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](/customers) or [owner](/owners) when their address matches a record on the account.

<Note>
  Threads are channel-neutral. Email is the only channel today; a later channel such as SMS would appear in the same Inbox with its own channel badge.
</Note>

## Start a conversation

You can email a customer or owner from Inbox, or from their page. You need a [provisioned address](/business-automation/inbox/email) first.

To start a conversation from Inbox, follow these steps:

1. Open [Inbox](https://dashboard.yorlet.com/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](https://dashboard.yorlet.com/customers) or [owner](https://dashboard.yorlet.com/owners).
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.

## How a conversation starts

When someone emails a [provisioned address](/business-automation/inbox/email):

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](/business-automation/inbox/agents) does not draft a reply.

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

## Agents

[Agents](/business-automation/inbox/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](/business-automation/ai/assistant) and [Claude or ChatGPT](/business-automation/ai/mcp) can send on a thread when you ask them to.

Those sends still follow [agent policy](/business-automation/ai/policy). Approve them from [Approvals](/business-automation/ai/approvals).