Message view and work actions
The message view turns one email into work context. Actions depend on the mailbox, permissions, message state, and CRM links.
Before acting
Check sender, recipients, subject, thread, sending mailbox, attachments, and existing links. Do not create a new opportunity or task if the email continues an active process. If the message does not load, check access and whether it was archived.
Triage, moving, and partial results
From the list or message view you can mark a message read or unread, star or unstar it, archive it, delete it, or move it to a provider folder. Moving to a provider folder is different from local archive. Bulk and conversation moves may return a mixed result or a temporary “syncing” state: review success and failure counts before retrying. Protected system folders and messages without move access can be rejected; retry only the failed items.
Reply and forward
Reply, Reply all, and Forward use the selected sending mailbox. Check recipients, copies, signature, attachments, and internal notes before sending. CRM context must not leak outside. New mail, replies, reply-all, and forwards may support scheduled send and a short undo window when the mailbox provides them. If an error appears after a success notice, inspect the affected draft and retry or discard only that draft so you do not send a duplicate.
Create a task
Create task prepares a task draft from the subject and context. Add a concrete outcome, owner, due date, and completion criteria. The email and its attachments do not replace a task description. After saving, verify the link to the source message and avoid duplicates from the same thread.
CRM links
You may link the message to an existing client/contact, link or create an opportunity when the rules allow, link an existing task, or open an existing CRM card. Search first; viewing CRM does not automatically grant edit access. Personal mailbox access is usually limited to its owner; shared mailbox access follows its members, department, or workspace policy, so individual actions may be hidden even when the message opens. Do not create a second card after a failed search without checking the result.
Thread notes and activity
Open the activity panel in a thread to see internal notes separately from the thread history. A teammate with management permission can add, edit, or delete a note; a note can be published to CRM only with the corresponding access, otherwise it stays internal. The history is read-only, loads 20 events at a time, and continues with Load more. An empty history and a load error are different states; retry after checking access and the current thread.
Attachments and privacy
Open or save only files needed for work. Forwarding is limited to 10 files, 10 MiB per file, and 20 MiB total, and a forward may contain fewer attachments when the portal cannot download some files or the limits are exceeded; verify the final list before sending. Never forward internal notes, private links, tokens, passwords, bank data, or another client’s documents. A file saved into a task or CRM record has its own access policy; verify it afterward. External HTML is sanitized but is not automatically trusted: check the sender and links, and remember that downloading an attachment still requires mailbox access.
An image in an email's HTML may be an inline MIME part referenced by cid: and rendered inside the message rather than as a separate file. The portal embeds only safe raster images within 20 parts, 2 MiB per part, and 6 MiB total; an unresolved, unsupported, or oversized part is not rendered in the body but remains an attachment when it can be downloaded. HTML sanitization and privacy checks still apply: verify the sender, links, and final file list before replying or forwarding.
Safe demonstrations
Use synthetic senders, addresses, subjects, and files. Do not show real emails, phones, conversations, technical identifiers, or mixed-language labels. Leave money out when it is not part of the scenario.
The message view keeps the list context. Triage also supports read/unread, star, move, archive, delete, and bulk actions; review partial results before retrying. Compose supports new, reply, reply-all, forward, scheduled send, and a short undo window when the mailbox supports them. Attachment limits are 10 files, 10 MiB each, and 20 MiB total. Personal/shared access and CRM rights can hide individual actions; sanitized HTML still needs caution.
Scheduled and undo-window sends are prepared before delivery. If an error appears after the success message, inspect the affected draft and retry or discard only that draft rather than sending a duplicate. Forwarding copies only attachments that the portal can download and that fit within the limits, so a forward may contain fewer files; verify the attachment list before sending.
Related pages