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Messages is a two-way email inbox built into Marzipan. When a customer replies to one of your emails, their reply threads into a per-customer conversation, so you can keep every exchange in one place and respond without leaving the app. To open your inbox:
  1. Log in to your Marzipan account
  2. Click on Messages in the main navigation menu
  3. Your conversations will be listed, with flagged and unread conversations at the top

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Layout

The inbox has two panes.
Messages inbox layout
  • Conversation list (left) - conversations grouped by customer, each showing unread and flagged indicators and a short preview. Flagged and unread conversations sort to the top.
  • Thread (right) - the conversation you’ve selected.

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Reading and replying

Open a conversation to read the full thread, with incoming messages from the customer shown separately from your replies.
  • Reply from the box at the bottom of the thread. Press Cmd/Ctrl+Enter to send.
  • Use Reply & close to send your reply and close the conversation in one step.
Opening an unread, unassigned conversation automatically assigns it to you and marks it as read.

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Assigning and organising

Keep your inbox tidy and share the workload across your team:
  • Assign a conversation to a team member.
  • Flag a conversation to mark it for follow-up.
  • Close a conversation when it’s resolved, and reopen it if you need to.

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Filtering and searching

You can filter conversations by:
  • Status - open or closed
  • Assignee - including Me, to see just the conversations assigned to you
You can also search by customer, or by subject and body.

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Compose

To start a fresh conversation with a customer, click New message.

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Form submissions

Submissions from your contact forms arrive in Messages as conversations, with the submitted field values shown inline so you have the full context before you reply. See Submissions for more on setting these up.
Customer replies only reach your inbox once inbound email is set up. A banner appears in Messages until it is - see Inbound setup.

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In this section

Inbound setup

Set up MX records so customer replies arrive in your inbox