Email threads
Email threads let you send and receive email through Inspector Studio without leaving the platform. Replies from customers land directly in the thread, so the full conversation stays in one place alongside the booking it belongs to.
How email in threads works
Inspector Studio sends email on behalf of your organization using your configured sender email and display name. When a customer replies, their reply is routed back into the thread in Inspector Studio.
The customer sees a normal email — they reply as they would to any email, and their reply appears in the thread for your team to see and respond to.
Sending an email
Open the booking or contact you want to email.
Click New Message → Email.
The To field pre-fills with the contact's primary email. You can add other addresses if the booking has multiple contacts.
The From field shows your organization's sender name and address.
Write a subject line and body.
Click Send.
Formatting
The email body supports standard text. You can add line breaks and paragraph spacing. Inline links work — paste or type the full URL and it will be clickable in the customer's email.
File attachments
You can attach files to an email from a thread. Click the attachment icon in the compose area and select a file from your device. The file is sent as a standard email attachment the customer can download.
Email templates and Conditionals
If you use Conditionals (automated messages), some of your emails are pre-written templates that fire automatically. These do not go through the compose flow — they are configured separately in the Conditionals settings. See Automated messages (Conditionals) for details.
Viewing replies
When the customer replies, the reply appears in the thread below your original message. Your whole team can see the reply. Whoever handles the thread next can pick up the conversation without needing to be briefed.
When a customer reply does not arrive
If a customer says they replied but you do not see their message in the thread, check your organization's email configuration in Settings → Email. If the inbound routing is not set up correctly, replies may be going to a regular inbox instead of Inspector Studio. Contact support if you need help troubleshooting inbound email.
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