Inbox & Messaging

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.

Opening the Inbox

Click Inbox in the sidebar. Conversations appear in the left panel, sorted by most recent activity. Click any conversation to read it on the right.

Message Types

The Inbox shows three types of communications:

Type	What it is
Email	Emails sent to or from your JourneyFuse email address
Portal	Messages from clients through their client portal
All	Both email and portal messages combined

Use the All / Email / Portal tabs at the top of the conversation list to filter by type.

Reading Conversations

Each conversation shows:

• Sender name — the client or contact who sent the message
• Message type — Email or Portal badge
• Preview — first line of the latest message
• Timestamp — when the last message was sent

Click a conversation to open the full thread. Messages are displayed in chronological order.

Composing Messages

To start a new conversation, click the compose icon (pencil) next to the search bar. You can also reply to existing conversations directly from the thread view.

Tip: For trip-specific emails (booking confirmations, payment reminders, travel documents), use the Communications tab on a trip instead of the Inbox. Those messages stay linked to the trip context.

Linking Messages to Clients

When a message arrives from an unknown sender, the Inbox shows it under Unknown. You can link it to an existing client to keep all their communications organized under their profile.

The Conversation on a Trip

Every trip has a Conversation panel at the top of its Communications tab. It 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.

How a conversation gets onto a trip

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:

• From the trip: Communications tab → Add a conversation → pick the thread
• From the Inbox: open the thread → File under this trip in the bar at the bottom

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.

Searching Messages

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.

Tips

• Check the Portal tab regularly — portal messages don't generate email notifications by default, so they're easy to miss.
• Unread messages are shown with a bold subject line. Mark conversations as read after you've responded.
• Link incoming emails from unknown senders to their client record so their full communication history stays in one place.