Email Inbox

Overview

Where your client enables the personal-work view, these management instructions are replaced by the limited view described below. Open Outbound > Email Inbox to reach this page. The Inbox tab inside it keeps its existing name. Inbox brings the selected client's inbound and sent mailbox activity into one workspace. Use the folder tabs, mailbox and message filters, search, contact status, and inbox category to find the right conversation. Open a message to review its thread, attachments, and original formatted body. Embedded images referenced inside Gmail messages load in the message preview through the current authenticated client context, so older synced emails can display their original logos and graphics without changing the delivered message. SalesHive labels final or ambiguous delivery-failure notices Undeliverable. Recognized temporary retry notices use Ignore instead. Both retain delivery tracking and safeguards without counting as human replies. Warming mail is kept out of Inbox only when it carries SalesHive's private warming marker, so ordinary prospect mail is not hidden because of words in its subject or body. Mail sent only to SalesHive's internal test inboxes, mail from those test inboxes, and delivery-failure notices about a test inbox copy are also kept out of Inbox, reply counts and bounce counts. Depending on your role and mailbox access, you can reply, forward, draft a new message, run AI triage, update workflow fields, or move the conversation into a follow-up view. The Contact Follow-Up column keeps Asked for Info dates on the exact selected calendar day across display and editing, while other timed workflows retain their normal timezone behavior. Reply and compose senders are resolved inside the selected client, so a stale mailbox or message from another client is rejected instead of being sent. A new standalone message also checks every recipient before dispatch, as described in Resolve an outreach safety block. If the provider cannot confirm a manual send after dispatch starts, Inbox shows a delivery-unconfirmed warning and directs the user to Sent Mail before any retry.

How to use this page

Choose an inbox view
Use Inbox, Needs Follow-up, Maybe Later, Starred, Sent, or Drafts to focus the message list. Counts appear in the Inbox, Needs Follow-up, Maybe Later and Drafts tab labels when there are any. The Inbox count is conversations with unread mail, matching the list's one row per conversation, so a thread with three unread replies adds one. Above 999 it shows 999+.
Narrow the message list
Filter by email account, email category, contact status, and Primary or SDR mailbox type (the Mailbox Type filter is hidden in a self-serve workspace). SDR mailboxes show the names of active or paused campaigns assigned through Campaign settings > SDR inbox. Primary mailboxes show Shared inbox; hover to see linked campaign names when available. An optional nickname can appear beside either type. Search messages by email or contact text. Open in inbox on Potential Meetings opens this page already searched for that prospect's email address. A Meeting Reply Needs Attention alert opens the original message directly when you have access to its client. Review the reply and calendar before changing the meeting; the alert does not mean the invitation was updated. Hide Junk removes common automated categories, including Undeliverable, from the general inbox. Turn off Hide Junk or select the Undeliverable email category when you need to review delivery failures. Sent can hide campaign email activity so direct mailbox work is easier to review. Email Account search also matches optional nicknames and campaign names, including the names behind Shared inbox. For Email Account, Email Category and Contact Status: Focus the dropdown and press Up or Down to open it. If a search field appears, type to filter, then press Up or Down to enter the options. Within the options, use Up/Down to move, Home/End to jump to the first/last choice, and Enter or Space to select. Escape closes the menu without changing the value and returns focus to its button. Tab closes it and moves on. Reopening clears the search.
Open and read a conversation
Select a row to open its detail panel. Review sender, recipients, date, mailbox, thread history, downloadable attachments, and the formatted message body. Gmail images embedded by Content-ID appear inside the body when the source image is available, including messages synced before inline-image details were stored. A Meeting Reply Needs Attention alert for staff opens the original message directly in the selected client inbox. The Mark as read checkbox still controls whether opening it clears its unread state. If Failed to load email appears, reopen the correct client inbox and check your access before trying again.
Review triage and workflow context
Use the inbox category, contact status, AI Triage result, and History to understand how the message was classified. Final or ambiguous delivery failures are classified as Undeliverable without AI. Recognized temporary retry notices use Ignore instead, retain delivery tracking and safeguards, and do not count as prospect replies. AI triage runs only in self-serve workspaces. For managed clients, the Email Responder agent sorts replies instead and the AI Triage result reads skipped. In a self-serve workspace, select Run Triage (Re-run Triage once a message has been sorted) when an eligible message's classification should be reassessed. Changes are recorded in the message history when supported. Sorting a booked prospect's email never changes their meeting status (Meeting Set or Rescheduled) except to Rescheduling when they ask to move it; the message category still saves. Change a booked meeting on Booked Meetings. Setting a reply's category to Meeting Set or Rescheduled, by you or the Email Responder agent, only moves the contact to that status when they already have a meeting time. Otherwise the category saves, the contact keeps its status (a new sender is added as Interested), and a message asks you to book the meeting time and owner on the contact first, so the meeting gets reminders and an outcome. In Draft for review or Live, the Email Responder can mark a known contact No Longer at Company when a message explicitly says they left, even if that automatic reply is not linked to the contact. It also marks their email undeliverable to stop email to that address. Protected contact statuses and newer edits are preserved.
Review or edit the contact follow-up date
For a linked contact, use the Contact Follow-Up column when your role allows editing. If the contact is Asked for Info, the selected calendar day remains unchanged across Inbox, Contact Detail, Follow-ups, SDR Hub, and exports. The date editor also opens on the intended day for older Asked for Info records. The Email Responder can fill an empty date from a prospect request, but cannot replace or clear a saved date. Sending an agent follow-up email also leaves it unchanged. Review conflicting timing requests here when you have permission to edit. A due reminder does not automatically call for another email. The responder follows the actual conversation: a requested phone callback stays a phone task, and an information-only request or a promise to get back in touch does not justify a new meeting pitch.
Reply or forward
Select Reply or Forward, confirm the sending mailbox and recipients, choose a template when useful, write the message, review the signature, and attach files as needed. Sending uses a short Undo countdown so you can cancel an accidental send before dispatch. If the provider cannot confirm delivery after dispatch starts, check the selected sending mailbox in Sent Mail before trying again so you do not create a duplicate.
Compose a new message
Select Compose to open a separate draft window. Choose the sender, add recipients, write the subject and body, and use an approved template or attachment when needed. Close (X) keeps your work as a draft in the Drafts tab; Discard deletes it. Select the full screen button in the window header for more room; press Escape or click outside to return it to its docked size. A delivery-unconfirmed warning means the provider timed out after dispatch began. Check Sent Mail before retrying.
Move through the inbox efficiently
Use the row checkboxes for available bulk actions. After opening a message, the Up and Down arrow keys move between rows, and Delete or Backspace moves the selected message to trash when your role permits it.
Resolve an outreach safety block
A new standalone message checks every To, Cc, and Bcc recipient before sending. SalesHive blocks an unsubscribed or undeliverable address, a blocked contact or domain, new outreach to a company that already has a booked meeting, or a known contact at a company the client is working in its own pipeline. Exact active meeting owners, deal-linked client users, and active SalesHive teammates can receive an operational hand-off despite this client's prospect domain, meeting-company or client pipeline suppression, but only at the exact server-verified address. An active meeting owner for this client also passes this client's own exact email blocklist, which often lists the client's staff. Other exact email blocks, system-wide suppression, hard bounces, and unsubscribes still stop the send. These operational recipients are not created as Platform contacts. Existing-conversation replies and eligible follow-ups to the exact booked contact remain available. Follow the visible reason, correct the recipient or use the established thread, and try again.
Use your personal-work inbox when enabled
The limited personal-work view shows only your active assigned mailbox for this client and your own eligible signatures. You can compose, reply, forward, save a draft and use the available read, unread, star, archive and trash actions. AI Reply, triage, category changes and contact follow-up editing are unavailable in this view. Attachments and message history stay within the same mailbox access. If your mailbox is missing, ask your manager to check the assignment. Ordinary broader inbox controls in this guide apply only where your role permits them; earlier screenshots show that broader view.
Continue a contact meeting-email draft
Open Email from Contact Detail to use meeting templates with saved booking details. Hand-off fills the active meeting owner as recipient; Confirmation fills the prospect. Wait for template preparation, then review the sender, recipients, body and listed attachments before Send. Remove unwanted template attachments. A saved contact compose draft reopened from Drafts retains its contact and template context. A standalone compose window without that context asks you to open the contact page for meeting templates. Changed booking, sender or template details require a fresh template review. Existing mailbox access and sending permissions still apply.

What the buttons do

Inbox / Needs Follow-up / Maybe Later / Starred / Sent / Drafts: Switches between message workflow views, sent mail, and saved compose drafts.
Email Account: Filter messages by mailbox, or choose All Accounts. The address can show an optional nickname, SDR campaign names, Shared inbox or Assignment needed. The selected value shows up to two pills and +N for the rest; open the menu to see all pills. Hover over Shared inbox to see linked campaign names when available. These labels identify mailboxes; they do not filter messages by campaign.
Compose: Opens a new message draft using an available selected-client sender mailbox.
Reply: Opens a reply composer for the selected conversation and sends only through an available mailbox assigned to the selected client.
Forward: Opens the selected message in a forward composer with editable recipients.
AI Reply: Drafts a response from the selected message and available client context when the action is available.
Run Triage / Re-run Triage: Runs inbox classification for the selected received message. It reads Run Triage until the message has been sorted, then Re-run Triage. Deterministic delivery failures do not require AI triage. AI triage runs only in self-serve workspaces; for a managed client it marks the message skipped.
Star: Adds or removes the conversation from the Starred view.
Mark as read: Controls whether opening messages automatically clears their unread state.
Hide Junk / Hide Campaign Emails: Hides common automated inbox categories, including delivery failures, or campaign activity in Sent, without deleting messages.
Close: Closes the message detail panel and returns to the full list.
Contact Follow-Up: Shows and, when permitted, edits the linked contact next step. Asked for Info dates keep the exact selected calendar day.
Connect a mailbox / Reconnect mailbox: Self-serve only. Shows on the empty Inbox tab when no mailbox in the workspace is connected, with no filters applied. Opens Email accounts. It reads Reconnect mailbox when a disconnected mailbox needs a new sign in.
Reconnect (mailbox notice): Self-serve only. Shows beside each disconnected mailbox in the Reconnect your mailbox notice and opens Email accounts, where you sign in to that mailbox again.
Manage assignments in Campaign settings > SDR inbox: Employees only. Opens Campaigns. Open a campaign and select Campaign settings to review its SDR inbox assignment.

Common questions

Asked for Info uses a date-only next step. Inbox displays and edits the intended calendar day without converting it through a prospect or viewer timezone.

The preview loads Gmail Content-ID images from the original mailbox message through an authenticated, selected-client endpoint, which also repairs older synced messages. It does not edit or resend the delivered email. If an image is still missing, the source may no longer be available in the connected Gmail message or the email may use a different external image method. Attachments remain available separately when the mailbox still has them.

The Inbox count is the number of conversations with unread mail, while the list also shows conversations you have already read. Hide Junk, search, mailbox, category, status, or mailbox-type filters can narrow the list further. Clear the filters or turn off Hide Junk to review the broader view.

Yes, in a self-serve workspace (one that signed up for SalesHive on its own). The mailboxes you connected are listed under Email Account, their replies appear in Inbox, and you can reply, compose and save drafts from them. When a prospect replies to a campaign, you get an in-app reply notification; opening it brings you to Email Inbox searched to that prospect's email address. The Mailbox Type filter is hidden there because those mailboxes are not split into Primary and SDR. For managed clients, Inbox lists only Primary and SDR mailboxes; send-only Sender mailboxes stay out.

Turn off Hide Junk or choose Undeliverable in Email Category to review final or ambiguous delivery failures. Recognized temporary retry notices use Ignore; choose Ignore or turn off Hide Junk to find them. A temporary delay is not a final bounce. These notices retain delivery tracking and safeguards and do not count as human replies.

No. SalesHive keeps a message out of Inbox as warming traffic only when it carries the private warming marker added by the platform. Words in a normal subject or body are not enough. Separately, mail sent only to SalesHive's internal test inboxes, or sent from one, is left out by address, so those test messages never appear here or count as replies. A delivery-failure notice is left out too when every failed address in it is a test inbox, so it never shows as one of your bounces.

When a new reply in a connected Gmail mailbox is matched to one of this client's campaign sends, SalesHive moves it out of spam and into the inbox, the same as clicking Not spam in Gmail. It is then sorted and shown in the Inbox view like any other reply. Delivery failures, auto-replies, out of office notices, warming, internal and ignored senders stay where Gmail filed them. Replies synced before this change are not moved automatically, and other spam mail stays out of Inbox.

A saved reply is marked DRAFT on its conversation. New standalone compose drafts are available from the Drafts tab.

Mailbox access and user role determine which senders, triage controls, status changes, and delete actions are available for the selected client.

The selected message or sender mailbox is not available inside the current client context, often because the client changed in another tab or the mailbox was reassigned. Reopen Inbox for the correct client and select one of its available sender accounts.

The recipient may be unsubscribed, undeliverable, on an exact or system-wide blocklist, at a company that already has a booked meeting, or a contact at a company the client is working in its own pipeline. The compose message names the applicable safety reason. Existing-conversation replies and eligible follow-ups to the exact booked contact are preserved.

Yes, when SalesHive verifies the exact address as an active meeting owner for the selected client, an active deal-linked client user, or an active SalesHive teammate. That address may bypass only this client's prospect domain, meeting-company and client pipeline suppression. An active meeting owner may also bypass this client's exact email blocklist, so a client rep listed there can still get the meeting email. System-wide suppression, hard bounces, and unsubscribes still apply, and the recipient is not created as an outreach contact.

The email provider timed out after dispatch started, so SalesHive cannot safely confirm whether the manual reply, forward, or new message was sent. Check the selected sending mailbox in Sent Mail first. Retry only if no delivered copy is present.

This daily-work page and its overflowing panels retain native draggable scrollbars. Touch, wheel and keyboard scrolling remain available; scrolling does not change filters, records or permissions.

Yes. Matching reply headers can link a response to the original campaign send across mailboxes within the same client. Attribution requires supporting message evidence; it does not grant access to another client or guarantee every unmatched reply can be linked. Existing response classification and counting rules still apply.

Email subjects and bodies allow native browser spell checking. Suggestions depend on your browser language and spelling settings. There is no separate SalesHive spell-check button. Review suggested corrections before saving or sending; existing save and send steps still apply.

Supported signature previews and outgoing client email use the main message text's font family. When the message text sets a size, signature text without its own size uses that size too, so the two read alike; sizes set in the signature stay. Quoted reply text does not determine either. Emphasis, color, layout and image dimensions remain intact. This happens when the signature is rendered; it does not rewrite the saved signature or authored message. Existing review and send controls still apply.

This applies to the SDR Disposition templates offered in Inbox. Other saved inbox templates keep their authored content. Keep disposition follow-up and meeting email bodies focused on the message. Do not add a separate Best, Cheers, sender name/title or signature block at the end; the configured sending signature is appended separately. Recognized simple trailing sign-offs and sender merge-field footers are removed when templates are loaded or used. Literal names, linked artwork and custom signature designs are not automatically guessed or removed, so review the final draft.

An explicit cancellation or rescheduling request in a new reply stays available for review even when the sender also says they are away. Quoted history alone does not trigger that exception. Sorting a booked prospect's confirmation reply as Meeting Set records Confirmed by email (prospect reply), ending remaining confirmation calls. Cancelled stops confirmation calls but does not itself cancel the booked meeting; review Booked Meetings and the calendar. Real prospect replies also complete callbacks due by today. For managed-outreach clients, when the Email Responder sorts a reply received within the last 24 hours as rescheduling or cancelled for an existing scheduled meeting, eligible responsible internal SDRs and the assigned strategist can receive Meeting Reply Needs Attention in SalesHive and Slack. Open the alert to review the original email and calendar. It does not confirm that the invitation changed. Older replies do not trigger this alert on backfill; delivery follows notification preferences.

Self-serve workspaces only. Google or Microsoft stopped letting SalesHive use one of your connected mailboxes, usually after a password change, an admin removing access, or an expired sign in. Until someone signs in to it again, campaign emails from it cannot send and new replies to it do not reach your inbox. In Inbox it shows above the message list. Select Reconnect to open Email accounts, then choose Reconnect next to that mailbox and sign in with its own account. Anyone in the workspace sees the notice, since the mailbox owner is the one who can sign in. Workspace admins also get one email each time a mailbox is disconnected, and the Monday results email lists any mailbox still disconnected. Managed clients never see it.

For managed clients, AI triage no longer runs on any reply, and Run Triage marks it skipped again. On Primary and SDR mailboxes the Email Responder agent sorts replies when it is set to Draft for review or Live; Sender mailboxes forward their replies to the Primary. It leaves replies to a campaign whose Email responder switch is off (under Agents on the campaign page) for the team, so sort those yourself. Show AI Details says this. Rule-based filing, contact linking and meeting confirmations from booked prospects still run. In a self-serve workspace, mail keeps syncing, but AI triage does not run while the plan is canceled, paused, unpaid or its checkout is unfinished, or once the workspace has used this month's AI credits, and Show AI Details explains which reason applies. Those replies are not sorted later on their own: after the plan restarts, or once credits refill or an admin adds more, open one and select Run Triage.

No mailbox in the workspace is connected, so nothing can sync. Select Connect a mailbox (or Reconnect mailbox if one was disconnected) to open Email accounts and sign in. Replies start arriving here once a mailbox is connected.

The Email Responder refuses its unsubscribe action if the supplied address differs from the inbound message sender. Unsubscribe applies to the sender, so do not use that category to remove someone else mentioned in the message. Verify the named colleague and correct their own record separately. If the responder passes a contact-record correction to a person, agent emails to that contact are held; the review alone does not make them a Potential Meeting.

For an SDR mailbox with review preservation enabled, the Email Responder can categorize a reply and finish its own work without marking it read or archiving it. A reply already read stays read. This applies only to enabled SDR mailboxes, not every mailbox. Your own read, unread and folder actions still work, and opening a message follows the Mark as read checkbox. An unread message alone does not mean the agent still has work to do.

Assignment needed means at least one active or paused campaign for that SDR has no resolved inbox. An authorized editor should open the campaign, choose Campaign settings > SDR inbox, select an eligible mailbox and select Save inbox assignment. Automatic works only when exactly one active SDR mailbox belongs to that SDR and client. Changing the campaign SDR clears the previous explicit inbox choice. This setting identifies the inbox; it does not move messages or change sending accounts. SDR users can view the assignment but cannot change it.

When a booking requires a phone, the Email Responder checks the prospect's saved direct or mobile number and their own replies or signature. A clear recent instruction to use a particular personal number takes priority. It does not use company, fax or third-party numbers, guess a country code, or override calling restrictions. If the required number is missing or conflicting, it asks once through the permitted reply path and waits. If sending is unavailable, the question stays for review. After an answer, it rechecks the conversation and availability before booking. A missing phone alone does not create a human-booking hold, and a call number does not authorize SMS reminders. Check an unconfirmed booking or email attempt before retrying.

If the agreed time is verified unavailable before submission, the Email Responder can send up to three freshly checked alternatives from the same calendar when sending is allowed. It waits for a new prospect choice and rechecks availability before booking. It does not substitute a time or host. Request submitted; awaiting host confirmation means the meeting is not confirmed. Keep the existing request and any original meeting, check acceptance on the provider or its confirmation email, and ask a person to review it if acceptance cannot be verified. Do not submit again, cancel the original meeting or send a confirmed-meeting reply while acceptance is outstanding. Check any uncertain booking or reply before retrying. A confirmed booking does not prove inbox delivery.

Overview

How to use this page

Choose an inbox view

Narrow the message list

Open and read a conversation

Review triage and workflow context

Review or edit the contact follow-up date

Reply or forward

Compose a new message

Move through the inbox efficiently

Resolve an outreach safety block

Use your personal-work inbox when enabled

Continue a contact meeting-email draft

What the buttons do

Common questions

Get an answer from a real person

Contact support

Sign in to the platform

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