Email

Send and receive organization email in threads, and set up sending identities, shared inboxes, templates, signatures, suppressions, scheduled sends and tracking.

Email lets your organization send and receive email from its own addresses inside UnitX. Messages are grouped into threads that stay open until someone closes them. Administrators set up the sending addresses, shared inboxes for teams, templates, signatures, a suppression list, scheduled sends and open and click tracking.

Key concepts#

Thread: A conversation by email: the first message and every reply. A thread is Open until someone closes it.
Identity: An address your organization sends from, such as hello@yourcompany.com, with a display name and an optional reply-to address. One identity can be the organization default.
Shared inbox: An identity whose incoming mail is routed to a team, with a way to assign each message to one member.
Suppression list: Addresses that marketing and notification email is never sent to, such as hard bounces and complaints.
Message status: draft, queued, sent, delivered, opened, clicked, bounced or failed. A failed message shows the reason under it.

Who can use email#

Permissions

email.viewemail.sendemail.send_as_shared_inboxemail.manage_identitiesemail.manage_signaturesemail.manage_templatesemail.manage_suppressionsorganization.manage

email.view shows Email in the sidebar and lets you read threads. email.send lets you compose, reply, close threads, schedule sends and keep your own signatures. email.send_as_shared_inbox lets you read and assign shared inbox messages. The email.manage_* permissions each unlock one settings area. organization.manage is needed to turn tracking on or off.

Read your threads#

Email lists threads on two tabs, Open and Closed. Each row shows the subject, the people on the thread, when the last message arrived and the thread’s status. Click a thread to open it.

Inside a thread, messages are listed in order. Each one shows whether it was Received or Sent, its status, who sent it to whom (and Cc), and its text. Messages are shown as plain text, even when they arrived as HTML.

Send a new email#

Open the dialog
Click Compose. The New email dialog opens.
Choose who it’s from
If your organization has identities, pick one under From. Leave it on Organization default to use the default identity.
Address it
Enter one or more addresses in To, separated by commas, and optionally in Cc (optional).
Write it
Enter a Subject and your Message. All of To, Subject and Message are required.
Send it
Click Send. A new thread is created and opens.

If you close the dialog before sending, UnitX keeps your draft in this browser. Next time you open Compose it says We kept the draft you started earlier. Click Start over to discard it. The draft is only cleared once the email has actually been sent.

You need a sending address

Sending uses the identity you pick, or the organization default. If there is no default identity and you don’t pick one, the email can’t be sent. Ask an administrator to add an identity and make it the default.

Reply to and close a thread#

Reply: at the bottom of an open thread, To is filled in with the last person who wrote to you. Write in Write a reply… and click Send reply. An unsent reply is kept in the browser and restored with Picking up the reply you started earlier.
Close: click Close thread when the conversation is finished. The thread moves to the Closed tab, and the reply box is no longer shown. Closed threads can’t be reopened from this screen.

How incoming mail arrives#

Mail sent to one of your identities’ addresses arrives in UnitX as a received message.
A reply to a message sent from UnitX joins that thread. Anything else starts a new thread.
Mail to an identity used by an active shared inbox is routed to that shared inbox.
Mail addressed to a support ticket’s reference is linked to that ticket.

Email settings#

Click the settings icon next to Compose to open Email settings. The icon appears if your role holds any of the email management permissions. The tabs are Identities, Signatures, Templates, Suppressions, Scheduled, Shared inboxes and Tracking.

Identities#

Add the address
Enter the Email address, a Display name and an optional Reply-to (optional). Tick Make this the organization default if it should be used when nobody picks one. Click Add identity. Each address can only be added once.
Set up your domain
With your DNS provider, publish SPF, DKIM and DMARC records for the address’s domain.
Verify it
Click Check SPF/DMARC. UnitX looks the records up live. DKIM can’t be discovered automatically, so once it is configured click I’ve configured DKIM. When SPF, DKIM and DMARC are all confirmed, the identity’s status changes from pending to verified.

Managing identities needs email.manage_identities.

Signatures#

Enter a Name and the signature Content, tick Make default if you like, and click Save signature. With email.manage_signatures you can also tick Save as organization default (applies to everyone). Default signatures are marked Default or Org default; click Remove to delete one. The Compose dialog doesn’t insert signatures for you yet, so paste yours into the message.

Templates#

A template is a reusable subject and body with placeholders, such as Welcome, {{firstName}}!. Enter a Name, choose a Category (transactional, marketing or notification), fill in the Subject and Body, list the placeholders under Declared variables (for example firstName, companyName) and click Create template. A template that uses a placeholder it doesn’t declare fails when it’s used, rather than sending a blank. Creating templates needs email.manage_templates. The Compose dialog doesn’t offer templates yet.

Suppressions#

The suppression list holds addresses that marketing and notification email will never be sent to. Enter an Email address and a Reason, then click Add; click Remove to take one off. Suppressed recipients are skipped on those messages; if every recipient is suppressed, the message isn’t sent. Transactional and security email always ignores the list, and messages written with Compose count as transactional. The tab needs email.manage_suppressions.

Scheduled sends#

Write the message
On the Scheduled tab, enter To, Subject, the message, and a Send at date and time in the future.
Schedule it
Click Schedule. It appears under Scheduled sends with its status and Scheduled for time. Click Cancel to stop a send that hasn’t gone out.
Send what’s due
Scheduled emails are sent when someone with email.manage_identities clicks Process due now, which sends every email whose time has passed.

Scheduled sends aren’t automatic yet

UnitX doesn’t yet send scheduled emails on its own at their time. Until it does, a scheduled email waits until someone clicks Process due now.

Shared inboxes#

Create the inbox
Enter a Name (unique in your organization), pick the identity it Sends from, choose an Assignment mode (round robin, least loaded or manual) and tick at least one person under Members. Click Create shared inbox. This needs email.manage_identities.
Work the inbox
Click an inbox to expand it, then filter its messages by Unassigned, Mine or All.
Assign messages
On an unassigned message, click Assign next. With least loaded, the member with the fewest assigned messages gets it; otherwise members take turns. This needs email.send_as_shared_inbox.

An inactive inbox carries an Inactive badge and doesn’t receive routed mail.

Open and click tracking#

Tracking records whether a recipient opened an email or followed a link in it. Both are off until someone with organization.manage turns them on, because it is information about other people. Anyone who can view email can see whether tracking is on.

Switch	What it does
Opens	Adds an invisible image to HTML mail. When the recipient’s mail app loads it, the open is recorded.
Link clicks	Rewrites links in HTML mail so a click passes through UnitX first. The recipient lands in the same place a moment later.

Many mail apps block images, and some load them automatically. A recorded open happened; a missing open may still have happened.
Plain-text email isn’t tracked: there is nowhere to put the image and no link to rewrite.
Each rewritten link is signed, so it can’t be altered to send people somewhere else.
In several jurisdictions you should tell recipients that you track email.

FAQ#

It says my email failed.

The reason is shown under the message. Common causes are a sending identity that isn’t set up, or every recipient being on the suppression list.

Why don’t I see the settings icon?

It only appears if your role can manage identities, templates, suppressions or signatures.

My email says sent but not opened. Was it ignored?

Not necessarily. Opens are only recorded for HTML mail when tracking is on and the recipient’s mail app loads images.

Can I reopen a closed thread?

Not from the Email screen. If the person writes back to a message from that thread, their reply still joins it.

Customer activities: log emails against customers
Support tickets
Automations
Roles and permissions

Still stuck? Search the docs with ⌘K, open Help inside UnitX, or contact support.