The platform sends and receives mail from your own addresses, per organization.
Mail servers
A mail server belongs to an organization: outgoing SMTP, incoming IMAP, and whether the mailbox is shared or personal.
A personal mailbox is the owner's, and nobody else's
Not the team's, not an administrator's, not a superuser's. This is a permanent rule of the platform, not a setting: a system that lets an administrator read staff mail is a system nobody can be honest in.
Shared mailboxes are the ones the team works together — info@, sales@,
bugs@. Those can feed the helpdesk.
Test before you trust. The Test button on a server opens a real connection and logs in — an incoming server over IMAP, an outgoing one over SMTP — and answers within twenty seconds either way. Two answers worth knowing:
- Network is unreachable on port 465 means the hosting provider filters that port on the way out (many do). Use port 587 with SSL/TLS switched off — the connection upgrades to TLS by STARTTLS and is just as private. The same relay usually serves both ports. The platform's operator names the filtered ports once, under Mail settings → Sending → Blocked outgoing ports (465 and 25 by default); every firm's server form then says so next to the port, and an outgoing server on such a port is refused at entry instead of failing at the first send.
- A wrong host name or a closed port answers after the timeout, not never: a server that hangs cannot block the page or the fetch.
Reading and writing
Inbox, compose, reply, forward and threads live in the back office. Messages are grouped into conversations and everything sent is logged.
The inbox reads like a mailbox: who wrote, what about, when — unread carries its own weight instead of a Yes/No column — and the message itself is one card with its actions on the header.
Read here is read everywhere. Opening a message — on this screen or through the assistant — sets the message's read flag on the mail server itself, so the phone and any other client on the same mailbox show it read within seconds. The other way round too: a message you read on the phone shows read here after the next fetch, because every fetch of the inbox asks the server which messages are read and follows it. The server holds the truth for the flag; if it cannot be reached for a moment, the page still shows what you did and the next fetch reconciles. Sent and Drafts folders are always "read" — only the inbox drives the unread count.
Mail is read as it was written: an HTML message keeps its formatting, including the older spellings real mail still uses. It is filtered on the way to the screen — scripts, frames and dangerous styling removed — while the stored copy stays exactly as it arrived, so a better filter later applies to old mail too.
If a message ever looked like its own source code
Mail fetched before the HTML part was stored separately keeps the whole document in the text field. It is recognised for what it is and rendered as mail, through the same filter; nothing in the database was rewritten.
Prefer a table? The same messages are also a configurable listing at Inbox → table, with columns, filters and exports.
Reply, Forward and New message sit on the message and on every row of the list, so answering does not have to start with opening.
A forward is a new conversation
It addresses nobody, because forwarding a mail back to the person who wrote it is the classic one-keystroke mistake. And it does not carry the thread headers: the recipient's reply belongs in its own conversation, not filed in front of people who were never on the original.
Every message goes out as full HTML mail. Signatures are per person and per organization, so the same account writing for two firms signs correctly for each.
Finding a message
The list filters by subject, by who it is from, and by which of your mailboxes it arrived at. The mailbox filter offers only addresses you can actually reach, so it cannot even name a mailbox whose mail you may not read.
Mailboxes themselves are grouped as Personal and Shared · firm — whose mailbox it is being the first thing you need to know about one.
Attachments
Attachments are filed in the file tree, in a structure that matches who they belong to:
Private/
Communication/
Shared/hello@yourfirm.com/ the firm's mailbox
Personal/you@yourfirm.com/ yours
The folder is the filing, not the lock
A folder named Personal keeps nothing safe by itself. What keeps it
private is that the file carries its owner from the moment the bytes are
written — taken from the mailbox, not from whoever happened to run the
fetch, and never stamped on by a later sweep. A file that becomes private
only once a sweep reaches it was readable in between.
An attachment on a personal mailbox is readable by its owner alone, superuser included. One on a shared mailbox belongs to the firm, like the mailbox it arrived at.
Sending is one door
Everything the platform sends — an invoice, a reminder, a ticket reply, a campaign — goes through one gate. That gate knows the organization's server, logs what was sent, and refuses what it should refuse.
| Guard | Why |
|---|---|
| Known contacts only | The platform is not a tool for mailing strangers |
| Test redirect | On a test system, everything goes to one address instead of to customers |
| Timeouts | A dead mail server must not hang the application |
| Bounce suppression | An address that hard-bounced is not written to again |
Deliverability
SPF, DKIM and DMARC decide whether your mail arrives at all. The deliverability screen checks your domain and says what is missing — this is DNS work, done once, and worth doing before the first campaign rather than after it.
Templates
The wording of every automatic mail is a template you can edit, per organization: invoices, reminders, portal invitations, ticket replies.
Campaigns
Bulk mail to contacts who opted in. Opt-in is not configurable and not a default that can be flipped — a campaign to people who did not ask is a legal problem, not a marketing decision.
Quotas
Personal mailboxes have a storage quota per user, so one large mailbox cannot fill the disk for everybody.