Help centre / Communications & Inbox

Reply nudges, snooze & the 8am inbox digest

Never leave a customer e-mail unanswered: amber badges, alerts, snoozes and a morning summary.

Awaiting-reply nudge

An open e-mail with no staff reply after N days (default 2, set in Mailbox settings) is overdue: the row shows an amber awaiting reply 3d badge, the Awaiting-reply tile says how many are over the limit and the Overdue filter lists them. Every admin and manager gets one alert the moment an e-mail crosses the line (in-app, push and e-mail) and one combined reminder each morning while anything is still waiting.

Snooze

Waiting on a part or a client decision? Snooze the nudge for 1, 3 or 7 days with a short note (required). The item drops out of Overdue, shows a grey chip, and re-alerts when the snooze expires unanswered. Snoozes are logged on the request timeline and the audit log.

8am digest

After 08:00 UK time each admin and manager receives one e-mail listing Urgent, Unread and Awaiting a reply from us (oldest first with waiting Nd). It's skipped when there's nothing waiting. Turn it off for the company in Mailbox settings, or just for yourself with Stop my digest in the inbox.

Quick replies

The reply box has a Quick reply menu of admin-managed snippets rendered for that e-mail (client name, reference, your name, response time).

Related: The e-mail Inbox · Mailbox settings