Connect Gmail or Outlook and read your mail

Connect your Gmail or Outlook account once, and your email shows in Mesy’s Inbox. Everyone on your team can do this for their own account.

Connect Gmail or Outlook

Mesy sends you to Google or Microsoft to sign in, then brings you back. To connect an account:

1. At the bottom of the sidebar, click your name (next to the gear icon) to open Settings.
2. Click the Integrations tab.
3. On the Gmail or Outlook card, click Connect Gmail or Connect Outlook.
4. Sign in to your Google or Microsoft account.
5. Allow every permission you’re asked for. Mesy brings you back to Settings and shows “Gmail connected” or “Outlook connected”.
6. Click Integrations. Your address now shows on the card, with (Active) beside it.
7. On the card, click Sync Now. This first sync brings in the last 30 days of email. Older mail doesn’t come in.

For Outlook, your company’s IT admin may need to approve Mesy first. See Get your IT admin’s approval for Outlook. That page also covers how to sync, reconnect or disconnect an account.

If you connect a different address, Mesy removes the old address’s email. See Reconnect after an error.

Open your mail

To see your full mailbox:

1. In the sidebar, click Inbox.
2. Under Inbox, click All mail. Your folders show on the left and your messages beside them.

If you haven’t connected an account, All mail asks you to connect one. If your team has a shared mailbox, All mail shows its mail even before you connect your own account.

See what’s waiting for you

When you click Inbox, you first land on the Inbox home page. It puts your email and your customer chats (such as WhatsApp) together in three sections:

• Needs reply shows conversations waiting for your answer. Email appears here only if your admin has turned on Needs-reply detection.
• AI asks shows actions Mesy AI has prepared for you to approve. See Review, approve and undo AI actions.
• New shows everything else. The buttons at its top, such as Mail and WhatsApp, show one kind of message at a time.

Click a message to open it. An email opens in All mail. A chat opens under WhatsApp, Messenger or Instagram.

Find a message

The column on the left of All mail lists your folders:

• All Inboxes puts the inbox of every connected account in one list.
• The Gmail section lists Inbox, Starred, Sent, Drafts, Trash and Spam. Click Categories or Labels to show more.
• The Outlook section lists Inbox, Drafts, Sent Items, Deleted Items, Junk Email and Archive. Click Folders to show your own folders.

A folder with unread mail shows how many unread messages it has. If you’ve connected only one account, a Connect Gmail or Connect Outlook row sits at the bottom for the other.

To search, type in the Search… box at the top and press Enter.

On a computer, filter buttons beside the search box narrow the list:

• Unread shows unread messages.
• Starred shows starred messages. If you use only Outlook, this button reads Flagged.
• Attachment shows messages with files attached.
• In CRM shows messages linked to a record. A record is one entry in Mesy, such as one customer, one company or one deal. Click the button again for Not in CRM, and once more to turn it off.

Your admin can add two more buttons. Neither appears in a shared mailbox.

• Needs reply shows email waiting for your answer. It appears when your admin turns on Needs-reply detection in Admin › Organization, under Sharing behavior.
• Suggested shows messages Mesy thinks belong to a record. It appears when your admin sets Email linking to Suggest. See Add an email to the CRM.

The list shows up to 50 messages from each account at first. Click Load more at the bottom for up to 50 more from each. After 200 messages per account, Mesy asks you to search for older mail.

To check for new mail now, click Sync your email accounts at the top right of All mail.

Read a message

On a computer, Mesy opens the first message in the list for you. Click any other message to read it on the right.

The message you clicked opens in full. Other messages in the same conversation show only the sender and the first line. Click one to open it.

Under an open message, click Reply, Reply all or Forward. Write and send email explains the rest.

Files attached to the message are listed under Attachments. Click a file to preview it. Files Mesy can’t preview download straight away. Click Save to Files to keep a copy on Mesy’s Files page, or Download to save it to your computer.

On a phone, you see the folders, the list and the message one screen at a time.

Sort your mail

Hover over a message in the list to show its icon buttons. Hover over each icon to see its name:

• Add sender to CRM prepares a new record for the sender, which you approve before it’s saved. It only shows on mail you received that isn’t linked to a record yet. See Add an email to the CRM.
• Create task from this email makes a task, linked to the email’s record if it has one.
• Archive takes the message out of your inbox.
• Move to opens a list of your Gmail labels or Outlook folders. Type to find one.
• Star (Gmail) or Flag (Outlook) marks the message. Click Unstar or Unflag to undo it.
• Mark read or Mark unread marks the message as read or unread.

The same buttons sit above an open message, plus Link to record and Trash. Add an email to the CRM explains linking and tasks.

To mark a whole folder as read, click Mark all as read at the top right of All mail. It shows while the folder has unread mail and you aren’t searching.

Use keyboard shortcuts

On a computer, these keys work in All mail:

• j and k move down and up the list.
• e archives the open message.
• r starts a reply.
• a opens the Mesy Mail panel, where Mesy AI helps with your mail. See Use the AI panel in your Inbox.

The keys don’t work while you’re typing or writing an email.

Read a shared mailbox

Your admin can connect a team mailbox, such as sales@yourcompany.com, for everyone to read. It appears in the left column under its own address. All Inboxes includes its inbox too. Click the address to see all of its mail.

In a shared mailbox, you can read messages, mark them as read, link them to a record and make tasks from them. You can’t mark them unread there. To archive, move or star them, open the mailbox in Gmail.

If you’re an admin, or your admin lets you send from the mailbox, your replies go out from the shared address. Forward and Save to Files aren’t offered in a shared mailbox.

If something doesn’t work

• If the Inbox home page says “Mail not connected”, your account isn’t connected or has stopped working. Click “Mail not connected” to open All mail. Then click Connect Gmail or Connect Outlook.
• If a red line says “Gmail error” or “Outlook error”, your account has stopped connecting. Click Reconnect on that line, or on the Reconnect row in the left column.
• If a shared mailbox shows a warning sign and “Disconnected”, ask your admin to reconnect it in Admin › Workspace Channels.
• If the list says “Couldn’t load emails.”, click Retry.
• If a line says “Couldn’t refresh. Showing cached emails.”, Mesy is showing the mail it already had. Click Retry to try again.
• If you left out a permission when connecting, you see an error page instead of Mesy. Go back to Mesy and connect again, allowing every permission.