# All e-mails

{% hint style="info" %}
*There you can find information about the way e-mails are* [*processed*](#working) *within mluvii, which* [*information*](#details) *you can find by each e-mail message, how to distinguish e-mails within and after* [*SLA*](#sla) *expiration, and how e-mail messages are grouped into* [*threads*](#threads)*.*
{% endhint %}

The e-mail client lets you link your mailbox(es) to manage incoming and outgoing e-mails **in a single environment.** This means greater clarity and options in managing or prioritizing incoming requests. In addition, operators have all requests in a single queue, increasing their work efficiency.

### E-mails processing <a href="#working" id="working"></a>

In this section, you will find all client e-mails and their details. It is easy to **search** among individual e-mail threads.

{% hint style="info" %}
*Use the buttons in the upper right corner to choose whether you want to see message **threads or individual messages**.*
{% endhint %}

E-mails that operators have removed from the queue with the *Ignore* button are also available in the overview. As an administrator, you can **return to processing** using the arrow button in the upper right corner.

{% hint style="success" %}
*You can manage the table of all e-mails using the **settings** icon in the upper right corner, where you can select individual columns to be displayed in the overview*.
{% endhint %}

{% hint style="info" %}
*The filter icon next to each column name gives you the option to **filter e-mails** by specific parameters. To remove a filter, use the button Reset filters.*
{% endhint %}

{% hint style="warning" %}
I*f you're filtering a specific email address, make sure it doesn't contain capital letters. Filtering is "case-sensitive".*
{% endhint %}

{% hint style="success" %}
*You can also **download all selected e-mails** in a csv format using the Export CSV button.*
{% endhint %}

### E-mail details <a href="#details" id="details"></a>

To view the details of a particular e-mail, click on the corresponding message line and a new panel will open on the right.

In the panel, you can click through four tabs:

* **Transcript**,
* **Info**,
* **Routing** and
* **E-mail parameters**.

***The transcript*** displays the message and any operator’s response to it. You can find there an automatic message or notes from other operators.

{% hint style="info" %}
*The **Info** section provides details about the message or thread. Attached* [*tags*](https://docs.mluvii.com/guide/en/for-administrators/tenant-management/settings/application.html#tags) *and a time of thread creating you can find there too.*
{% endhint %}

***Routing*** shows the current routing status and message status. Individual statuses are **color-coded** for clarity. You can also see the routing history (groups, operators).

{% hint style="success" %}
*The administrator can manually intervene in the routing and select specific operators or groups to which the e-mail thread will be redirected. This is identical behavior to the* [*Sessions*](/en/for-administrators/tenant-management/sessions.md)*.*
{% endhint %}

The last tab ***E-mail parameters*** displays any parameters together with their values. In the lower part, there is a table of the history of parameter changes, including users making modifications.

{% hint style="success" %}
*At the top right of the panel, there is a button to **redirect the message** to a group of operators or a specific operator. After redirection, this activity will appear in the **Transcript** tab.*
{% endhint %}

## E-mail SLA <a href="#sla" id="sla"></a>

If you have SLA set at the mailbox level, emails in a single queue will be color-coded. The e-mail line remaining less than an hour until the expiration date will be colored yellow. If the value is exceeded, the color changes to red. At the end of a line of an e-mail message, you can also see how much time is left before the SLA expires, or how long the e-mail expires.

## How to combine messages into threads <a href="#threads" id="threads"></a>

Messages are paired into threads by the ***inReplyTo*** parameter that is used by all main e-mail providers, so you can just hit the reply button and mluvii will receive this information and pair a new message into the right thread.

{% hint style="warning" %}
*There is a small chance that some providers do not include this parameter when sending reply e-mails and because of that mluvii is not able to pair this message with the right thread, unfortunately.*
{% endhint %}


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