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.

On a contact's own page the same conversation shows in the Communications card — see Record-page widgets.

Where to find it

Threads

The page is headed Communication 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. Refresh reloads them.

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.

Open a row and the whole thread opens in a window, newest first. From there you can Reply…, Share… a message, Trash one, post an Internal note that is never sent to the contact, and set who the thread is Assigned to (Me, a colleague, or Nobody).

Comm review: the messages that matched nobody

The page is headed Communication review. When an inbound email, text 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 When, the Channel (email, SMS or call, with an arrow for its direction), From → To, the Message and the Status. Status is either unmatched (nothing matched) or ambiguous (several contacts matched, so the system refused to guess).

Above the list you filter by Status — Unmatched (the default), Ambiguous (several contacts matched) or Both — by Channel, by Assigned to me, or Search the subject, text and address (press Enter to search).

Each row has two buttons:

When no contact exists yet, the match window has Create a new contact instead: type a Name and press Create and match — the contact is created and the message matched to it in one step. That part of the window only shows to people who may create contacts.

The one tick-box that makes the queue shrink

In the match window: Remember this sender for the contact (next messages attach automatically). It is ticked already; leave it ticked 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. Untick it only for a one-off match.

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. Each row shows the Account, its Address and its Owner.
• Owner mailboxes — a grant on a person covers the private communications assigned to that user across their mailbox accounts. Each row shows the Owner and their Username.

To grant, pick a person in Grant access to… on the row and press Grant. Each row then lists who holds a grant, with Revoke beside each name.

Retention and legal holds

The same page carries Retention & legal holds, and its first sentence is the one to read:

A fresh space keeps everything: every window below is 0 (keep forever) until an administrator turns retention on.

Each channel gets a window, plus one for Internal notes and one for Unmatched inbound (never matched a contact). A window of 0 reads forever (0). Past its window a message is trashed; after the Grace before permanent deletion 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 not run yet, or that it is switched off. A failed sweep says FAILED 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. Choose a thread in Put a thread on legal hold… and press Hold; the list then says who holds it and since when, and Release takes it off again.

Who can do this

Granting and revoking mailbox access is a level-2 permission, so it asks for your password again.