The Inbox brings website contact messages and messages sent through the platform's help forms into one place. It is available to Twidget administrators. The existing Emails page still manages templates and bulk email.
Open Inbox in the admin navigation. Filter by source or Open/Resolved status, or search for an email address, subject or name. Select Search and use the page controls to move through results. Open a conversation to read the original message and its reply history.
Messages are shown as text, including any markup the sender entered. A notice appears if a very long older message has been shortened for display; the saved original is unchanged. Platform messages can include the account, organization and workspace context that accompanied the original submission. New Help screenshots and supported incoming email attachments stay with their message. Old screenshots or attachments that were never retained cannot be recovered from the Inbox.
Attachments appear beneath the original message or the reply that included them. Select View for an image preview or a readable text-file preview. Select Download to save a file. PDFs and other file formats are available as downloads for opening with your usual app. Remote images from an email's HTML are not loaded.
Files are limited to 3 attachments per message, 2 MiB each and 5 MiB total. PNG/JPEG previews require valid images no larger than 4096 pixels per side and 16 million pixels overall. If a file cannot be retained or opened, check the message's attachment notice or error. A missing older file does not mean the sender never attached one.
The recipient comes from the saved message and cannot be edited. Write your reply and select Send reply. Reply text is plain text. You can also send images with or without text. An empty reply with no images, or an invalid saved recipient, cannot be sent. If sending is disabled, the conversation explains that mail delivery has not been enabled.
Use Add images to choose PNG/JPEG files, or paste a copied screenshot into the message box. Review the image previews and remove anything you do not want to send. You can include up to 3 images, 2 MiB each and 5 MiB total, no larger than 4096 pixels per side and 16 million pixels overall. The images are attached to the email and recorded with the reply. They are not shared drafts or uploaded to a separate public image host.
Accepted by mail server means the mail server accepted the message; it does not confirm that it reached the recipient's inbox. An unknown outcome means Twidget could not confirm the send result. Do not repeatedly send another copy: check the mail account before deciding what to do next. Reloading or repeating the same send attempt does not automatically send another email. After checking the mailbox, select Review unconfirmed reply, then Allow another reply; this records your review and does not resend the uncertain message.
Only select Send reply when the message is ready to leave Twidget. Drafts are temporary and are not a shared saved conversation message.
Select Resolve when a conversation is handled. Twidget also tries to mark its linked incoming email replies as read in the receiving mailbox, so Outlook can show them as read after it updates. A mailbox failure does not undo the conversation's Resolved status; check the displayed result before assuming Outlook has changed.
Resolve/Reopen stays at the top left of the conversation toolbar, with Refresh on the right. The messages scroll beneath the toolbar in their own area, keeping these actions clear of the text.
Only imported email replies with an exact mailbox link can be marked as read. Older form-notification emails have no such link and remain unchanged. Twidget explains when there are no linked emails, the connection is disabled, or marking read could not be confirmed. Use Retry marking email read when offered; the conversation stays resolved while Twidget tries again. Select Reopen when the conversation needs further attention; reopening does not mark emails unread. Neither action deletes contact messages or emails.
Select Refresh inbox to check for customers' email replies and reload saved conversations. When the receiving mailbox is disabled or unavailable, saved conversations still reload and the mailbox status explains what could not be checked. Matching replies appear in the conversation history and reopen resolved conversations. Repeating a refresh does not add another copy of the same message. If more mail remains to check, refresh again to continue.
Only responses linked to an email sent from this Inbox and matching its saved recipient are added. The displayed sender is not proof of identity. Unrelated mailbox messages are left alone. Refreshing does not move, delete or mark mailbox messages as read; marking read is requested separately by Resolve. Plain text and retained attachments appear in the conversation, including image-only replies. HTML is not rendered and remote images are not fetched. Messages or files exceeding the supported size checks may be skipped or show an attachment notice. A disabled or failed connection is shown separately from an empty conversation list.
Existing contact-notification emails continue as before. Sending and receiving need their mailbox configuration enabled; an empty or disabled Inbox is not evidence that the provider mailbox has no messages.
Open a conversation from the list. Use the Conversations and Message tabs to switch between the filtered list and the selected conversation. Your temporary draft remains available while you switch. Scroll within the message area to reach the reply box; Resolve/Reopen and Refresh stay available above it.
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