Overview

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 it, click Messages in the main navigation menu.

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Layout

The inbox has two panes:

• 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.

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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.

You can filter conversations by status (open or closed) and by assignee (including Me), and 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 Forms for more on setting these up.

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Receiving replies

For customer replies to arrive in Messages, you need to set up inbound email by adding MX records to your sending domain. See Settings > Email for the details.