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The Emails tab shows the email conversations that belong to a record. An email appears on a record because it is linked to it. AI Insurance links an email when it is sent from the record, when it arrives at the submission inbox and creates the record, or when a person on the record is on the email.
Anyone who can open a record sees the emails sent from it. Emails synced from your Microsoft 365 mailboxes and emails that arrived at the submission inbox also need the View synced and intake email permission. The Admin and Manager roles hold it by default. Synced email appears only after an admin selects Connect Microsoft 365 on the Email Sync card in Company Settings.

Where the tab appears

Whose emails each record shows

Each record type links the emails of a fixed set of people. AI Insurance uses only the person’s main Email field. Quotes and policies show broker emails only. The insured’s contacts on a policy’s Contacts tab do not bring their emails onto the policy.

Read a conversation

The tab lists conversations with the newest activity first. Select a conversation to open it. When any message in a conversation is linked, the whole conversation shows on the record. A message whose participants all use your company’s own email domains carries an Internal label. Found in names the mailboxes that hold the conversation. Open in Outlook appears only when your own mailbox holds it. Use the filters above the list to narrow it:
  • Search emails matches the subject and body of each message.
  • Person shows the emails of one person on the record. People without an email address appear greyed out.
  • Mailbox limits the list to one mailbox.
  • From and To set a date range.
  • Mentions this event (the label names the record type) shows only conversations that mention one of the record’s numbers, such as its policy, claim, or file number, in the format your company uses. An exposure, a person, or an organization has Mentions a record instead, which shows conversations that name any policy, quote, submission, or event. A number counts when it is one of the values your company makes searchable, and it matches however it is spaced or punctuated.
When you add a contact on the Contacts tab, or set an attorney on an event’s Legal tab, a pop-up asks Link their emails from what date? The Link emails from date starts at the date the record was created. Select Link emails to bring in their emails from that date. The emails appear on the tab shortly after. Select Not now to link only their new emails. The pop-up does not appear for a person who has no email address. Brokers on quotes and policies have no pop-up. Their new emails link from the day the broker is set. To bring in older emails for anyone on the record, select Link earlier emails on the Emails tab. Pick the Person and a Link emails from date. The date can only move earlier than the one already in use, so linking only ever adds emails. The button needs permission to edit the record. For a policy, that is permission to endorse it.

Remove a person or a conversation

When you remove a contact, or replace an attorney on an event, a pop-up tells you that their emails stay on the record. No new emails link for them after that. If your role has the Remove emails from a record permission, the pop-up also offers Also remove their emails from this event from a date. The checkbox starts cleared. If you tick it, the emails that came through that person are removed from the record. An email stays if another current person on the record is also on it. Only the Admin role holds this permission by default. The same permission adds Remove from this event to an open conversation. The conversation stops showing on this record. The emails stay in their mailboxes and on any other records. A removed link stays removed, so new emails or later linking never bring it back. Link history on the Emails tab lists every link and removal on the record: who did it, when, and why. The reason is one of Sent, Intake, New email, Person added, Earlier date, Person removed, or Manual.

People and organizations

On a person or an organization, the tab lists conversations in a table. The Mentions column links to the policies, quotes, submissions, and events that a conversation names. Select a subject to read the conversation in a panel beside the table. These records already show all of their people’s email history, so they have no Link earlier emails button.

When emails are still arriving

After an admin connects Microsoft 365, the tab shows Email history is still importing until older emails finish importing. If sync stops, the tab shows Email sync is paused. Emails synced before the pause stay visible.