Understanding the Email Interface
A guide to the Email Support interface, including the thread list, conversation view, and context panel.
Updated: 29 May 2026
The Email interface is designed for maximum efficiency, dividing your workspace into three distinct panes.
1. Thread List (Left Pane)#
This pane displays a list of your email conversations.
- Filtering: You can filter the list by email modes (All, Inbox, Auto), search for specific queries, or filter by a specific integration/mailbox.
- Categories: Threads are grouped into categories like "Needs reply", "No reply needed", "Automated", and "Spam".
- Presence Indicators: Avatars show if other team members are currently viewing a thread.
2. Conversation View (Center Pane)#
This is where the actual communication happens.
- Message History: View the full email thread history.
- AI Suggestions: Review the draft replies and proposed actions generated by Whisper.
- Actions: Approve, Edit, Ignore, Save for later, or Mark as spam.
3. Context Panel (Right Pane)#
The context panel provides crucial background information so you don't have to switch tabs.
- Customer Context: Displays information synced from your e-commerce integration (e.g., order history, lifetime value).
- Related Threads: Shows previous conversations with the same customer.
- Re-analyze: If context is missing or outdated, click the "Re-analyze" button to refresh the AI's understanding.
Spam Handling#
- Toggle Show spam in the thread list to view messages flagged as spam.
- If a message is incorrectly flagged, click Not spam to return it to the inbox and help train the system.
- To flag a message, select Mark as spam from the action menu in the conversation view.