Emails

What Are Emails in Intum?

The Mail module is a shared mailbox for the entire company. It helps manage corporate email — instead of separate mailboxes known only to their owners, emails go into a shared system where the whole team can see what’s coming in, who’s working on what, and what needs attention.

This means:

• No customer email gets overlooked — even when someone is on vacation
• It’s clear who is responsible for what — assigned messages have a clear owner
• Correspondence history is available to the whole team — not locked in one person’s private mailbox
• Emails are linked to tasks, CRM contacts, and folders

Receiving and Sending

Emails arrive in the system through mailboxes (SMTP forwarding). Sending is done through the mailbox’s configured SMTP server.

Delivery Statuses

• Received — message came from outside
• Sent — message sent from the system
• Draft — saved, unsent email
• Scheduled — email with a future send date set

Threads

Emails are automatically grouped into threads based on SMTP headers (References, In-Reply-To). A reply to an email goes into the same thread — the entire conversation history is in one place.

Shared Emails and Assignment

Incoming messages don’t go to a single person — they’re visible to the entire team and await assignment. This is the key difference from traditional email.

How Assignment Works

Each email has a Responsible person field that determines who handles the message. An email can be assigned to:

• User — a specific person responsible for handling it
• Group — a team of people sharing responsibility (e.g., “Customer Support”, “Sales”). Every group member sees the email and can reply to it
• Team — assignment to an entire team

Mailbox Views

• Unassigned — emails without an assigned responsible person. This is the main queue requiring attention
• Mine — emails assigned to the current user
• All — full list of emails
• Sent — messages sent from the system
• Trash — deleted messages
• Spam — messages marked as spam
• Snoozed — threads snoozed for later

Automatic Assignment

Emails can be automatically assigned by:

• Filters — rules assigning a responsible person based on sender, domain, or subject
• Mailbox — default responsible person set on the mailbox
• CRM contact — if the sender is recognized, the email can inherit the responsible person from the contact

Changing the Responsible Person

The responsible person can be changed:

• From the email view — click the responsible field
• With bulk operations — select multiple emails and change the assignment
• Via API — responsible_id and responsible_type fields

Email Fields

• Subject — message subject
• From — sender
• To — recipient
• Cc / Bcc — carbon copy / blind carbon copy
• Content — message body (HTML)
• Mailbox — which mailbox the email was sent from
• Folder — assigned folder
• Responsible person — user, group, or team
• Status — email handling status
• Priority — importance (1-5)
• Contact — associated CRM contact
• Tags — categorization labels

Attachments

Files can be attached to emails. Attachments received from outside are stored in the cloud with secure access via signed URLs.

Associations

• Tasks — an email can be linked to tasks (and vice versa)
• CRM contact — automatic assignment based on sender address
• Forms — an email can result from a form submission

Operations

• Archive — hide the email from the inbox view
• Trash — move to trash (soft delete)
• Spam — mark as spam
• Snooze — hide the thread for a specified time
• Drafts — automatic and manual draft saving
• Print — print view
• Sharing — public link to the email (via token)

Bulk Operations

From the list view, you can select multiple emails and perform bulk actions:

• Change responsible person
• Change status
• Change folder
• Archive / delete
• Add / remove tags

Search

Emails support full-text search by subject, content, sender, and recipient. Filtering by mailbox, folder, status, responsible person, and tags.