Never miss a reply on the Mail screen

Opening it#

Open Mail in the left menu. The number on the menu is how many threads you own that need a reply. Notifications about customer replies, missing replies and failed sends also open threads on this screen.

On wide screens you see the views on the left, the list in the middle and the thread on the right. On a phone you move between the list and the thread. If Gmail is not connected, "Gmail is not connected" and Connect appear at the top.

Views#

• Needs reply: the last email is from the customer and the thread has not been marked as done. Newest first. Threads whose reply is being sent (the few seconds you can still undo) move to Sent; those with a scheduled reply move to Scheduled.
• Inbox: every email you have received, including threads marked as done, ones you replied to and colleagues' CCs. Newest first; threads still to handle are tagged Needs reply.
• Sent: threads with emails you sent. For a few seconds after you click Send (while you can still undo), they show as Sending.
• Scheduled: threads with an email scheduled for a chosen time, next to send first.
• Drafts: emails you started. Open one to continue.
• Unknown senders: mail from addresses that are not contacts (shown only when there is some; see "Sort mail from unknown senders").
• Notifications (only if you use a bookmi.ai work address): automated email and notices sent to that address (sign-up confirmations, verification codes, billing notices, newsletters). Shown only when there are some, and visible only to you (see "Which emails come into Bookmi").
• All

Counts are shown in the Mine scope.

Daily routine#

1. Open Needs reply and choose a thread. Opening it marks it as read.
2. Reply right there, or use Open contact or Open customer for more detail.
3. When you are done, click Mark as done at the top right. The thread leaves Needs reply but stays in Inbox (use Mark as needs reply to undo).
4. For emails you need an answer to, set a no-reply reminder when sending; if nothing comes back, you are notified that morning (see "Get reminded when there is no reply").

The Needs reply number is red while some of those emails are unread and turns grey once you have opened them all. Opening alone does not reduce it; Mark as done or a reply does.

Mail from a colleague, or a customer's reply to a colleague's email, where you are only in CC (or BCC) arrives already marked as done and does not count as Needs reply (find it in Inbox; unread marks and notifications still appear). If you are in To, it goes to Needs reply as usual.

Reading a thread#

Threads are grouped by conversation, not by sender. Emails you sent, the customer's replies and colleagues' emails you were copied on (CC or BCC) appear in the order they arrived. Emails linked by replies stay in the same thread even when the subject changes.

Each email is shown as its own card, with the date at the top right (including the weekday, such as Fri 10/9 09:24). Emails from earlier years include the year, and hovering over the date shows the full date and time.

Mine / Team#

Next to the search box, switch between Mine (threads you own) and Team (everything you are allowed to see). How much of a teammate's email you can see depends on the sharing setting ("Who can see your emails").

Search#

The search box ("Search subject, recipients, body") looks within the current view by subject, recipients, contact or customer name and body. The body is only searched in emails whose body you are allowed to read.

Link to a deal#

Use Link to deal at the top right and choose one of the customer's (or contact's) deals to keep the thread in the deal history. Once linked you can Change deal or Unlink.

When a contact starts a new thread and has exactly one open deal, the thread is linked to it automatically.

The Message Center#

The Email tab in the Message Center also lists customer replies; Open in Email brings you here. Needs reply, Sent, Scheduled and Drafts are managed on this screen.

More thread actions#

⋯ (More actions) at the top right of a thread offers Mark as unread (threads you own) and Change contact (move a conversation linked to the wrong contact). Emails whose sender is not a contact show Add to contacts ("Add or change the contact on a thread, or mark it unread").

Email numbers#

Insights at the bottom of the left column on wide screens, or the chart button above the list on narrow screens, shows reply rates and reply times ("See your email numbers").

Post replies to team chat (admins)#

If an admin selects "Customer email replies" under Settings → Connectors → Chat notifications, new replies are also posted to a Chatwork, Slack or LINE WORKS room, without subject or body (Send notifications to Chatwork, Slack or LINE WORKS).

Delete a conversation#

For conversations you do not need to keep in Bookmi, such as a contact's newsletter or personal mail, use ⋯ at the top right of the thread → Delete. If you never want mail from that sender again, choose Block and delete (blocking applies only to your own inbox and can be undone under Settings → Email → Addresses to exclude).

• The owner and company-wide admins can delete. Only the owner can Block and delete.
• Deleting removes the emails, attachments and received-mail entries in the contact and deal history. It cannot be undone. Copies in other inboxes, such as your forwarding address, are not affected.

For mail from unknown senders, use Ignore or Block on the card shown at the top (see "Sort mail from unknown senders").