Help centre / Communications & Inbox

Mailbox settings: polling, auto-create, replies & urgent words

Every switch in Mailbox settings and what it changes.

Open Mailbox settings from the Inbox header (admins) or Settings → Operations → Email Inbox.

Connection

• IMAP host, port, user, password — Test connection runs DNS → connect → TLS → login step by step and shows the server's exact reply.
• Poll every minute (otherwise every 3 minutes) and mark as read in the mailbox (off = read-only, nothing is imported twice).
• Keep a Sent copy files every outbound inbox e-mail in your mailbox's Sent folder.

Sender replies (SMTP)

Staff replies from the inbox go out only through this SMTP account, so they come from your real address and thread correctly. Until it's set up the reply box is hidden and a banner says so. Test sends a [TEST] e-mail to you. Acknowledgements and status e-mails also use it when present, otherwise Settings → Email Sending.

Behaviour

• Auto-create requests for known-client senders.
• Acknowledgement e-mails on/off and a Reply-To address.
• AI summary & category on each item (priority hints never downgrade an urgent keyword match).
• Urgent words / fault words — company-wide lists; a hit sets priority Urgent (or High) and alerts every admin and manager. Per client you can add extra words on top (never remove company words).
• Emergency routing — life-safety words raise an Emergency Job instead (see the emergency article).
• Quick-reply snippets — shared templates with placeholders such as {first_name}, {reference}, {response_time}; six starters are provided.
• Client reply nudge days and the 8am digest toggle.
• AI scope of works for new requests, with a one-off Draft for N existing e-mail requests backfill.

Related: The e-mail Inbox · Email templates · Acknowledgement e-mails