This article explains how to preview, find, and manage emails in the Inbox Workspace, and how to manually link an email to a record when it isn't linked automatically.
This article covers the new inbox. If you connected using the Legacy Email & Calendar Integration instead of AutoSync Email, see How to preview and manage emails in the Mailbox View instead.
Requirements
- You must have a work or personal email account connected using AutoSync Email. See How to set up AutoSync Email in AMS+.
- You must be logged into AMS+ as an Agency User or Agent CRM User.
In this article
- Layout: folders, message list, and reading view
- Finding a message: filtering and search
- Manually linking an email to a record
- Removing an association
Layout: folders, message list, and reading view
You can reach the Inbox two ways: automatically, right after you finish connecting an email account, or anytime afterward from the email icon in the top navigation.
The Inbox uses a two-part layout: a folder list on one side and your messages on the other.
- A folder list showing your connected account and your synced folders. Selecting a folder shows its messages and sets the page title to that folder's name.
- A message list for whichever folder is selected.
- Opening a message replaces the message list with a full reading view showing the complete message or conversation and its linked record(s).
Message list columns and conversation threads
Each row in the message list shows:
- From — the sender.
- Associated record — the linked record, if any.
- Subject — the subject line and a short preview of the message.
- Date
Related messages in the same conversation are grouped together as a single, expandable thread. A message that isn't part of a conversation appears as its own row.
Finding a message: filtering and search
Above the message list, a search box lets you filter the current folder's messages by From, Associated record, or Subject.
A View dropdown, set to All by default, filters the list further.
Manually linking an email to a record
Automatic matching only works for Individual Records, by design. For Agent, Group, and Carrier Records, or for any email that wasn't matched automatically, you can link it manually from the message list or the reading view.
- On the email you want to link, select Associate, then Associate as email.
- In the Associate an Email pop-up window, choose an existing or create a new Individual, Agent, Group, or Carrier Record to associate the email with.
- (Optional) If you’re associating the email with a Group or Individual Record, you have the option to relate it to one of the Group/Individual’s associated Policy Records.
- Save.
Note: You can only associate an email with a record you have access to. If an email is already associated with a record you can't view, the associated-record info stays hidden, but the email itself still appears in the list.
You can also open the email and associate it with another record there.
Removing an association
If an email is linked to the wrong record, you can remove that link without deleting the email.
On the linked record shown for that email, select the X.
Note: This removes the association only. The email itself stays in your synced folder either way.
You can also open the email and remove the association there.
Email association can also be removed from the record’s Communication > Incoming Emails tab.