AgentEmail
Reference
Every state, chip, clock and attachment verdict on the Email desk, in one place.
For looking up rather than reading through.
Thread states
| State | Meaning | What you can do |
|---|---|---|
| New | Just arrived. Triage decides where it goes next. | Nothing yet |
| AI working | The AI is working on this one. | Nothing yet |
| Queued | Unclaimed, in the shared queue. | Take |
| With you | Assigned to you. | Reply, Park, Transfer, Escalate, Resolve |
| Awaiting approval | Waiting on a review before it goes. | Transfer, Escalate, Resolve |
| Awaiting customer | Parked — waiting on them. | Reply, Transfer, Escalate, Resolve |
| Resolved | Done. Reopens by itself if the customer writes back. | Nothing |
| Closed | Final. Nothing more happens on this thread. | Nothing |
| Suppressed | Replies to this sender are not sent. | Nothing |
Chips
| Chip | Where | Meaning |
|---|---|---|
| Undeliverable / Last reply bounced | Row, subject bar | The last reply to this address bounced. Sending again may be refused. |
| Escalated | Subject bar | Has been escalated to someone senior. |
| No auto-reply | Subject bar | Automatic replies are off for this thread. |
| Reopened ×n | Thread | The customer wrote back after it was resolved, n times. |
| Needs review | Thread | The AI's draft is waiting on a review. |
| AI resolved / AI part-done | Thread | The AI handled all or some of it. |
| sent automatically | Message | An automatic acknowledgement, not written by a person. |
| internal note · not sent | Message | Your team only. The customer never saw it. |
The clocks
Both are shown the same way, and both count in seconds, minutes, hours or days.
| Clock | Where | What it measures |
|---|---|---|
| First response | Every row, and the subject bar — until you reply | Time to send a first reply. |
| Time to resolve | Context pane always; rows and the subject bar once you have replied | Time to finish the thread. |
A row and the subject bar show whichever of the two is still running. Your first reply meets the first deadline, so from then on they count the second.
| Reads | Meaning |
|---|---|
25m left | Due in about twenty-five minutes. |
35m overdue | The deadline passed thirty-five minutes ago. |
Handing a thread on — parking, transferring, escalating — does not move either clock.
Sender checks
On inbound mail, behind Show details.
| Meaning | |
|---|---|
SPF pass | The sending server is allowed to send for that domain. |
DKIM pass | The message was signed and the signature holds. |
DMARC pass | The domain's own policy is satisfied. |
… fail | The check ran and failed. |
… not checked | The check did not run. Not a pass. |
All three are about the domain, not the person.
Attachment verdicts
| Meaning | What to do | |
|---|---|---|
| Scanned — nothing harmful found | Clean. | Preview or download it. |
| Waiting on the scanner | The scan has not finished. | Wait — it clears itself. |
| This channel does not accept this file type | Refused by channel policy. Never opened. | Ask them to send it another way. |
| The scanner found malware in this file | Malware. | Nothing. Do not forward it. |
| No copy was kept | Storage failed at arrival. | Ask them to send it again. |
Previewable types
| Documents | PDF, Word (.doc, .docx) |
| Spreadsheets | Excel (.xls, .xlsx), CSV |
| Text | plain text, JSON |
| Pictures | PNG, JPEG, GIF, WebP |
| Video | MP4, WebM, QuickTime |
Anything else — including SVG — opens to a card with a Download button.
The two capacity numbers
Both in the workspace header, as Email: 6 / 6 Owned: 8 / 8.
| Counts | |
|---|---|
| Threads taking your attention now. Parked threads are not in it. Turns red at the limit. | |
| Owned | Everything assigned to you, parked included. |
Desk states
What the desk shows when there is nothing open.
| Title | Meaning |
|---|---|
| You're offline | Signed in, not taking work. |
| You're currently not ready | Not ready — signed in, stats and queue membership intact. |
| You're busy on other work | New mail waits in the queue until you're free. |
| Your inbox is clear | Available, nothing has arrived yet. |
| Nothing to work on | Everything you had is done. |
Who sees what
The question worth being sure about.
| Customer sees it | Colleagues see it | |
|---|---|---|
| Your reply | Yes | Yes |
| Cc | Yes | Yes |
| Bcc | No — and neither do the other recipients | Address hidden, count shown |
| Internal note | No | Yes, on the thread |
| Handover reason | No | Yes — it becomes an internal note |
| Suggested reply | Only the part you send | No |
| Held-back sentences | Never | Only in the panel |