Conversations & Mailbox Access
Email, SMS and calls are attached to the contacts they concern, so a contact's record carries the conversation as well as the data. Three screens manage that: the threads themselves, a queue for inbound messages that could not be matched to anybody, and the grants that decide who may read a mailbox.
Where to find it
| Screen | Where it lives | What it is for |
|---|---|---|
Threads — /comm/threads | the sidebar | the conversations, as filterable lists |
Comm review — /comm/review | the sidebar | inbound messages that matched no contact |
Mailbox access — /admin/comm/mailbox-grants | Settings → Communication & integrations → Mailbox access | who may read which mailbox, plus retention and legal holds |
Threads
Conversations ride the ordinary list surface, so everything on Working with Lists applies: filter them, save a personal view, or share a view with the space. Two tabs ship as presets — Threads and Assigned to me.
These lists are saved per space. A space that has none shows an honest empty state — ask an admin to open the threads views — and explains that an administrator with permission to manage virtual tables creates them simply by opening this page.
Comm review: the messages that matched nobody
When an inbound email or call cannot be tied to a contact, it waits here rather than being filed against the wrong person or thrown away.
Each row shows the Channel (Email, SMS, Call), From → To, the Message, the Status and When. Status is either Unmatched (nothing matched) or Ambiguous (several contacts matched, so the system refused to guess). Filter by channel, by status, by assigned-to-me, or search the subject, text and address.
You have three answers:
| Action | What happens |
|---|---|
| Match to contact… | pick the right contact and confirm |
| Create and match | no contact exists yet — create one, and match to it |
| Ignore | the message is not a contact's; it leaves the queue |
The one tick-box that makes the queue shrink
In the match dialog: remember this sender for the contact. Tick it and the next message from that sender attaches by itself. Matching one message teaches the sender for next time — which is why a healthy queue gets shorter rather than growing for ever.
Mailbox access: who may read whose messages
This page is honest about the privacy model in one sentence, and it is worth quoting:
Messages in a mailbox are visible to its owner, to people it is shared with, and to anyone granted here; space admins do not see private messages unless granted.
Being an administrator is not a way into somebody's correspondence. Reading a private mailbox takes an explicit grant, and the grant is a row somebody can read back afterwards.
The two kinds of grant
- Channel accounts — a connected account (an address, a number). Granting access here covers that account's messages.
- Owner mailboxes — a grant on a person covers the private communications assigned to that user across their mailbox accounts.
Each row lists who holds the grant, with Revoke beside it. Granting and revoking both need the mailbox grant permission, which is a level-2 key.
Retention and legal holds
The same page carries retention, and its first sentence is the one to read:
A fresh space keeps everything: every window is 0 — keep for ever — until an administrator turns retention on.
Each channel gets a window, plus one for internal notes and one for unmatched inbound (messages that never matched a contact). Past its window a message is trashed; after the grace period it is deleted for good and its files go to the files Trash — see Files.
The page shows how much storage the space's communication files take, when the sweep last ran and what it did (last sweep … 42 trashed, 7 deleted), or that it has never run, or that it is switched off. A failed sweep says so with the reason rather than reading as a quiet success.
Legal holds
Threads on legal hold are never swept — no window and no grace applies to them. Put a thread on hold, and the row says who holds it and since when; Release takes it off again.