Work the inbox

The Email inbox at a glance

Open Email in the left menu (https://relay.oroe.ai/inbox/email). You’ll see three parts:

• Folders down the side, shown as icons. Hover over one to see its name.
• The conversation list in the middle, with a search box at the top.
• The reading pane, where the conversation you pick opens.

Relay groups emails into conversations, so a message and all its replies sit together in one thread.

Folders

These folders are always there: Inbox, Starred, Sent, Drafts, Spam, Trash and Archive.

You can add your own folders too:

1. Select New Folder (the + button under the folders).
2. Type a Folder name and pick a colour.
3. Select Create.

To remove a folder you made, select Delete folder beside it and confirm. Folders can’t be renamed, so delete it and create a new one if you need a different name.

Find a conversation

1. Type into Search emails… at the top of the list.
2. Press Enter.
3. Relay matches the subject, the sender’s name and the sender’s email address.

Select Clear search to go back to the full list. Use Refresh emails to pull in anything that’s arrived since you opened the page.

Good to know The list shows your 20 most recent conversations. Use search to reach older ones.

Track where each conversation stands

Every conversation has a status and a priority, which helps a team see what still needs attention.

• Status is Open, Pending, Resolved or Closed.
• Priority is Low, Normal, High or Urgent.

Change either from the two menus at the top of an open conversation. In Inbox, Starred and Archive, the buttons above the list (All, Open, Pending, Resolved, Closed) filter by status.

Tip Agree on what each status means with your team. A simple rule works well: Pending means “waiting on the customer”, Resolved means “done unless they write back”.

Read a conversation

Select a conversation to open it. Relay marks it as read as soon as you open it.

Emails are cleaned up before they’re shown and displayed in a protected frame, so anything harmful hidden in a message can’t run in your browser. Occasionally this means an email looks a little plainer than it would in your usual mail app.

Reply

1. Open the conversation.
2. Select Reply.
3. A reply window opens under the conversation, already addressed to the sender. Write your message in the editor. You can use bold, lists and links.
4. Select Send.

The reply goes to the person who sent the conversation, from your default sending setup. See Send mail with SMTP.

Note Relay offers Reply only. There’s no reply-all or forward, and attachments aren’t available yet. To include someone else, open the Cc field in the reply window and add their address.

Write a new email

1. Close any open conversation, then select Compose Email in the reading pane.
2. Fill in To:, Cc: if needed, and Subject:.
3. Write your message and select Send.

Drafts save themselves

While you write, Relay saves a draft about three seconds after you stop typing. You’ll see Saving… and then Saved. Close the window and come back later: your draft is waiting in Drafts, and opening it picks up where you left off.

Where to go next

• Facebook Messenger
• Troubleshooting and FAQ