---
title: "Sending Inbox Messages"
slug: "replying-to-and-resolving-messages"
description: "The HTML editor in Inbox is the same editor used throughout Slate, including Deliver, Form Builder, Event Landing Pages, and on the person record when composing individual email messages."
updated: 2025-11-07T15:26:46Z
published: 2025-11-07T15:26:46Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.technolutions.net/llms.txt
> Use this file to discover all available pages before exploring further.

# Sending Inbox Messages

[Inbox](/v1/docs/inbox-overview) lets you respond to email and text messages directly in Slate. This article walks you through the mechanics of writing and sending responses.

## Composing a new message

To start a new conversation:

1. Select `+`.

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Select plus to compose(2).png)
2. Enter the recipient’s name and select a record.
3. From the **Address** list, select an email address or phone number.
4. Select **Continue**.****
5. Compose the message.

## Conversations

Select the **Conversation View**icon to view conversations in-line:

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Conversation View.png)

Select a message to view its **conversation history**.

For emails, message history includes the selected message and the five most recent messages sent to or from the associated record in the past 60 days.

The link to the assigned record displays the preferred name if one exists. If one does not, the first name appears.

Select the email header to toggle message visibility:

[![history.png](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/history.png)](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/history.png)

If you don’t see messages from a given person in the conversation history, those messages may not be [assigned to their record](/v1/docs/userrole-assignment).

## The message toolbar

The message toolbar features different options depending on the message type.

### Send and resolve

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Send and Resolve.png)

- **Send and Resolve:**Send the message to the recipient and mark the message as resolved.
- **Send:**This option will send the message to the recipient, but it will not update the status of the message.
- **Resolve:** This option will mark the message as resolved without sending a message.

### Save draft

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Save message.png)

Save the composed message without sending it.

### Forward

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Forward message.png)

Forward Inbox messages and preserve the original message in replies:

1. Select the **Forward**icon.
2. Add a recipient. Note that only one email address can be used in the Recipient line. If multiple email addresses should be forwarded the message, include those as a comma-separated list in either the CC or BCC line.
3. Check **Include Attachments** if an attachment from the original message should be included.
4. Select a send setting:
  - **Forward:** Forwards the message but keeps the message open.
  - **Forward and Resolve**: Forwards the message and marks it as resolved.
  - **Cancel:** Cancels forwarding the message.

### Assign

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Assign message.png)

Select **Assign** to assign a message to a record. If the record doesn’t exist in Slate, select **Create Record**to create a new one.

**📖**[Assigning Inbox messages](/v1/docs/userrole-assignment)

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Assign record to message.png)

### Delete

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Delete message.png)

Deletes the current message. Useful for spam not caught by your spam filters.

### Add note

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Add note to message.png)

Add custom notes to a message.

When a note is added to a message, it will appear in the thread among the sent and received messages in the order that it was submitted. Within an SMS thread, an internal note is designated in the bottom right corner of the note. Within an email conversation, an internal note is designated by the user that submitted the note, along with the note's subject and content:

[![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/360020070472.png)](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/360020070472.png)

### Edit attachments

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Add attachment to message.png)

Add attachments to a message.

Attachments included in a message can be viewed within Inbox and assigned to a material on a person or application record. If a message contains an attachment, a paper clip icon will appear next to the subject line when viewing messages in Inbox.

The number on the attachments icon indicates the number of attachments that have been uploaded to the message.

- **Display**: Attachments appear in the header area of messages within the Conversation History. Select the attachment link to display the attachment.
- **Size Limits**: There isn't an attachment limit, but there is an overall message size limit of 30MB. While Slate can accommodate this size limit, email-sending providers and clients such as Sendgrid, Gmail, or Outlook may have different sending and inbound size limit.

#### View attachments to responses

When you receive a message with an attachment, you can select the attachment filename to open the attachment’s details.

📖 [Assign attachments to a record](/v1/docs/userrole-assignment)

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Open attachment.png)

### Edit metadata

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Edit metadata.png)

You can use custom fields and a custom form to add **metadata**to an Inbox conversation.

The *Edit Metadata*icon appears when you complete these steps:

#### Step 1: Add custom Inbox-Message-scoped fields

To store Inbox message metadata, create as many fields of the scope Inbox Message as you need. Only Inbox-message-scoped fields can be used to set message metadata.

1. Go to **Database → Fields.**
2. Select **New Field**.
3. Configure the following settings:
  - **Status:**Active
  - **Scope Category:**Related
  - **Scope:**Inbox Message
  - **ID:**Enter a computer-friendly, unique ID for the field. Do not use the system IDs listed in the pop-up.
  - **Name:**Enter a human-friendly name for the field.
  - **Field Type:**Select the appropriate field type for the information you’re collecting.

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/New Inbox message scoped field.png)
4. Select **Save**.

#### Step 2: Add a metadata form

You’ll collect data for the fields you’ve just created in a form with a scope of *Inbox Message Metadata:*

1. Go to **Forms.**
2. Select **New Form**.
3. Give the form a title, like *Inbox Metadata*.
4. Select **Save**.
5. Select **Edit Form**.
6. Select **Edit Properties.**
7. From the **Scope**list, select *Inbox Message Metadata*.
8. Select **Save.**
9. Delete all existing person-scoped fields.
10. Add form fields for each Inbox-message-scoped field you’ve created.

#### Step 3: Grant form access to role

For the Edit Metadata icon to appear when a user views a message, their role must be granted access to the

1. Go to **Database**→ **Role Groups & Permissions**.
2. Select **Roles** from the sidebar.
3. Select a role to which you want to grant access to the form.
4. From the **Notes Form**list, select the name of the form you just created.

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Add notes form to role.png)

Now, when you view a conversation, the *Edit Metadata*icon appears. Select the icon to open the form as a pop-up.

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Add metadata to conversation.png)

### Star

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Star a conversation.png)

Mark important messages with a **star**.

Select the **Show Starred**status filter in the sidebar to show only messages that have been starred.

[![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/360006446851.png)](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/360006446851.png)

Envelope color reflects a combination of the message being starred, read, or unread:

- **Dark Envelope:**Starred & Unread
- **Light Envelope:**Starred & Read

[![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/360006446831.png)](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/360006446831.png)

### Tag

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Tag a conversation.png)

You can use tags to filter messages that appear in your Inbox view.

You can set a **tag**on a message to, for example, concisely represent a message's content, subject, or action to take. If no tags exist, or you want to create a new tag, select “Other” and then type in the desired tag name.

### Show in Reader

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Show in Reader.png)

Set a message to be viewed in the Reader.

1. Select the Reader icon in the message toolbar to flag the message as enabled in the Reader. When *Enable Reader Display* is turned on for a message, the icon will turn yellow.
2. Set up a Reader Tab Material to show Inbox Emails:
  - Use a Reader tab Material *Type* of Inbox Emails
  - Select the *Role* of the flagged inbox emails that should be displayed
3. View the flagged message in the Reader.

Changes to Reader Tab Materials may not be reflected immediately in the Reader: clear your browser cache to see the most up-to-date changes in the Reader.

## Prev, Next, and Cancel

- **Prev / Next:**These buttons allow you to navigate to the next and previous messages in Inbox based on the Inbox filters selected prior to opening the message.
- **Cancel:**This button will bring you back to the main Inbox page.

## Sender and recipient

Use the address book to select a Slate user, relationship, or record email address.

- **Sender:**Change the From address. Options include the current user's email address, the current Role's default email address, and the Default Sender Email for your database.
- **Recipient:**By default, this will be the email address that the original message was sent from. The Recipient text box permits you to enter any email address.
- **CC:**Set additional email address(es) to receive copies of the email. The recipient will see the CC email addresses.

## Dashboard, Snippets, and History

The **Dashboard**, **Snippets,**and **History**tabs appear below Inbox messages.

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Dashboard, Snippets, and History tabs.png)

#### Dashboard

You can customize this tab in **Database → Dashboards** by creating a new dashboard and setting its **Type**to *Inbox.*Build a query to return data about the record assigned to the message.

**📖**[Build an Inbox dashboard](/v1/docs/records-dashboards)

[![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/360006454971.png)](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/360006454971.png)

#### Snippets

Select a Snippet to insert into the message.

**📖**[Create Inbox Snippets](/v1/docs/inbox-snippets)

![](https://cdn.us.document360.io/cd8ea7a6-07f3-4846-a554-627ac016d3e3/Images/Documentation/Snippets.png)

#### History

View notes, message access details, and message audit events in the **History**tab.