Work with email threads

Email threads automatically organize client correspondence by topic, keeping your inbox organized and conversations easy to follow. You can search, print, and assign threads to specific team members to ensure efficient communication management

View email threads

You can view email threads in two ways:

• To view email threads with all clients you have access to, go to Communications > Emails.

• To view threads with a specific client, go to Clients > Accounts > Communication > Email

The number of unread messages is indicated by a green circle next to the Communications section and the Communication tab inside the account. Email threads are sorted chronologically by the most recent response.

The Communications section displays:

• Assigned to me - Shows email threads from all accounts assigned to you. Read more below
• All accounts - Shows emails received from all client accounts you have access to.

Within the Email section in client profile, you have two viewing options:

• My mailbox - Shows only email threads from your personally synchronized email account
• All mailboxes - Shows email threads from all team members’ synchronized email accounts combined. If one or more addresses are not synced or can’t be found, you will be advised to check team settings.

This allows you to either focus on your own communications or see the complete picture of all team interactions with that client.

Assign email threads

Email threads could be assigned to specific team members to manage client conversations more effectively. The assignee’s avatar displays in both the thread header and list for easy identification.

You can easily handle your assignments from the Communications section, by using Threads assigned to me section.

Learn how to assign and unassign a thread, or filter the thread list by assignee in the dedicated article .

Search for the email thread

You can search for email threads or specific messages by keyword or phrase. Search looks through email subjects and message content to find relevant threads.

To search for an email thread:

1. Go to Clients > Accounts > Communication > Email for the specific client.

2. Type a keyword or phrase into the search field, then press Enter on your keyboard.

3. Review the search results, which display as a list of threads matching your criteria.

To clear the search field, click x.

Keep the following in mind when searching email threads:

• Search is available only on the client account page, not in the global Communications section.
• Search includes all email threads from the client that you have access to, across all connected firm mailboxes (Microsoft/Google), except IMAP.
• Search is not affected by the Assigned to filter, even if applied. All accessible threads are included in results.
• Assigned threads display the assignee’s avatar in search results for easy identification.
• When you open a thread from search results, its content loads from the email provider.

View system emails

You can find all system-generated emails sent to the client under the System emails in the Emails section of the client account. These are automatic messages we send when your firm requests actions from the client or when you set reminders about pending actions. You can learn more about system-generated emails in the dedicated article .

We display only the main information about each message, without its full text. If you want to see the exact content of the sent system emails, you can enable the option to receive copies of system messages .

Filter email threads

You can filter your email threads to show only the relevant ones. For example, filtering might allow you to quickly find all threads assigned to a specific team member. To filter a list:

1. Click Filter in the top-right corner of the email threads list.

2. Select Assigned to and choose one or more team members to see only threads assigned to them.

3. Click Apply.

Once you have applied filters, the list is narrowed accordingly. You can easily change the filters by adding or deleting any of them or clear all by clicking Reset. Here’s more on applying filters .

Print email threads /messages

To print a copy of your email thread or a specific message, follow these steps:

1. From the email list, choose the thread you want to print from Inbox or Sent.

2. Click the printer icon either near the thread, or near the message. Your browser will guide you through the next steps.

Delete email threads /messages

You can’t delete a thread or specific email from a client. That’s not possible, as the email sync mirrors the emails from your email inbox.