Last updated September 25, 2026
The Inbox is your central hub for all client communications. It shows emails, portal messages, and trip-related conversations in a single threaded view so you never lose context.
Click Inbox in the sidebar. The Inbox has three columns:
The header across the top shows how many conversations are unread, which mailbox is connected and when it last synced, and the Compose button.
A few notices can appear above the Inbox:
Delivery issues. One amber line appears when our emails to you are bouncing, or when some of your clients aren't receiving your mail. Click Details to see which clients, and open each one to fix the address. It clears itself once delivery recovers.
"You're only sending." Your Gmail is connected for sending, but nothing is bringing client replies in, so they stay in Gmail. Click Turn on to finish the Gmail card's second step (see Connecting Your Email), or dismiss the notice if you read replies in Gmail on purpose.
"Bringing in your last 30 days…" The import that runs when you connect a mailbox. It counts up as mail arrives and reads Done — 30 days imported when it finishes.
| Folder | What it shows |
|---|---|
| Inbox | Every open conversation: email, portal messages and proposal questions |
| Email conversations only | |
| Portal & proposals | Messages clients sent through their portal, and questions on proposals |
| Unread | Anything you haven't opened yet |
Clients only, above the list, hides mail that isn't linked to a client, such as newsletters and supplier mail from a synced mailbox. When it is hiding unread mail, a line under it says how many and offers Show all mail.
Mail from your connected Gmail, Outlook or IMAP mailbox is yours alone. Nobody else in the agency can open it: not another advisor, not an admin, not the owner. The same goes for an email conversation you start from JourneyFuse, and for the client's reply to it.
This holds everywhere your mail could appear:
These stay shared as agency records, not private to one advisor. Each one still appears only in the Inbox of the advisor it is assigned to:
Inbox → Sent lists the email you have sent, and only yours, whatever your role. It includes:
An email sent from JourneyFuse through your connected mailbox also appears in that mailbox's Sent folder. It is listed only once.
A client's proposal question appears in Inbox as a Proposal conversation. You can reply there, or open the proposal's Conversation section. Both views show the same discussion. Use Open proposal in the Inbox conversation to review the options before answering.
The assigned advisor also gets an email alert. JourneyFuse filters its own notification emails from connected-mailbox sync, so the alert does not create a second Inbox conversation. Your reply is saved on the proposal and an email is attempted to the client; check any delivery notice rather than assuming it arrived.
Proposal conversations appear in Inbox, Unread, and Portal & proposals. Separate prospects on a group proposal stay in separate conversations. New questions reopen a resolved conversation. Existing older proposal discussions remain in the proposal unless they receive a new message.
Each row in the list shows:
Unread conversations are bold, with a dot next to the time and a colored edge down the left.
Click a conversation to open it. It opens on the newest message. Earlier emails fold to one line each (sender, first words, date); click one to read it in full. Every message shows who sent it, their address, and the full date and time.
Right under the subject, a strip shows who this is and which trip: the client and their email, the trip with its dates, travelers and any open tasks, and View client / View trip.
To start a new conversation, click Compose in the Inbox header.
To reply, click Reply to… under the conversation (or press R). The reply box opens with the cursor ready; Send always stays visible below what you write. Press ⌘ Enter (Ctrl Enter on Windows) to send, or Esc to close an empty reply. A reply you haven't sent stays with its own conversation: opening a different one starts a fresh reply.
When you're not typing in a box, these keys work in the Inbox:
| Key | What it does |
|---|---|
| J / K | Open the next / previous conversation |
| R | Reply to the open conversation |
| E | Resolve the open conversation |
| Esc | Close the open conversation |
They are listed at the bottom of the folder column too.
Tip: For trip-specific emails (booking confirmations, payment reminders, travel documents), use the Messages tab on a trip instead of the Inbox. Those messages stay linked to the trip context.
JourneyFuse links a conversation to a client automatically when the sender's address is saved on that client. It checks the client's main email and any other addresses on their profile (the Personal / Work / Other email list on the client's Contact tab). If two clients share an address, the one with a trip in progress wins.
When it can't tell who wrote, link the conversation yourself from the strip under the subject:
If the sender's address isn't on that client yet, Also save this address to the client is ticked. Leave it ticked and the address is added to the client's profile, so their next email links on its own. Their main email stays as it was.
Every trip has a Conversation pane inside its Messages tab, alongside Emails and Automation. Conversation holds the whole back-and-forth with that client — what you sent and what they wrote back — in one thread, so you never have to go dig through your mailbox to find out where things stand.
You can reply straight from the trip. The reply goes out through your connected mailbox, exactly as it would from the Inbox, and lands in the client's inbox as a normal email.
| Where it comes from | What happens |
|---|---|
| You email the client from the trip | The thread is filed under that trip automatically, and their reply joins it |
| A client emails you out of the blue | Filed automatically when that client has only one active trip |
| The client has several trips running | Left unfiled, because we would only be guessing which trip they mean |
| Client portal messages | Filed under the trip they were sent from |
When a conversation is not filed anywhere, you can put it on the right trip yourself in either place:
Removing a conversation from a trip (the … menu on the thread) only unfiles it. The messages stay in your Inbox.
Older conversations that finished before the trip record existed are left alone on purpose, so a trip does not fill up with history from a vacation two years ago.
A connected mailbox is your whole mailbox, so mail that has nothing to do with clients — your host agency, your bank, a coaching program — can end up in the Inbox alongside real client conversations.
There are two ways to stop it, and they solve different problems.
This is the one to reach for most of the time. Open the conversation, click the ⋯ menu at the top right, and choose Not client related — never sync this sender. You then pick how wide to go:
| Choice | What it blocks |
|---|---|
| Just this address | That one mailbox |
| Everyone at this domain | The whole company, including any subdomain |
New mail from them is never pulled in again, and existing conversations with them are removed from your Inbox straight away.
You can also manage the list directly in Settings → Email → Never sync these senders, where you can add a domain by hand, add a note so you remember why, and remove anything you have blocked.
Conversations linked to a client, lead or trip are always kept, even when a blocked sender is on them. It is common for your host agency and your traveler to both be on one reservation thread — that is real client history, so it stays.
Nothing is ever deleted from your real mailbox. Blocking a sender only controls what JourneyFuse pulls in.
Unblocking does not restore what was removed. Taking a sender off the list makes future mail sync again, but the conversations already removed do not come back. If you need them, use Import last 30 days in Settings → Email to re-fetch anything still inside the 30-day window.
Each advisor chooses this for their own mailbox under Settings → Email → Your inbox:
| Mode | What comes in |
|---|---|
| Smart (default) | Everything except newsletters and bulk mail |
| Contacts Only | Only mail to or from someone already saved as a client or lead |
| Off | Nothing. You can still send from JourneyFuse |
Contacts Only is strict: it also blocks the first email from a brand-new prospect who is not saved yet, so you can miss new enquiries. For most agencies the better setup is to stay on Smart and block the handful of senders you never want to see.
Until an advisor picks a mode, their mailbox follows the agency default. Owners and admins set that default in the Inbox Sync: agency default card on the same page. Changing it moves everyone who is still on Agency default. It never changes a mode an advisor chose for themselves. The blocked-senders list is shared by the whole agency.
Use the search bar at the top of the conversation list to find messages by keyword. The search looks through message subjects and body text.
Find and file automation emails in Automations → Emails: Family and When filters, folders, and categories you name yourself.
Compose and send emails to clients from your JourneyFuse inbox with rich formatting, images, and thread history.
One page that lists every email JourneyFuse can send your clients without you writing it, what sets each one off, and where to switch it on or off.