# The email inbox

> Answer, assign, snooze, and close email tickets, with the customer's Shopify orders beside each one.

Source: https://brandwise.ai/help/email/email-inbox
Last updated: 2026-09-30

The email inbox holds mail from your [connected mailbox](https://brandwise.ai/help/email/connect-your-mailbox). Open it from **Social Inbox > Email**. You need the **View email inbox** permission to see it, and **Manage email inbox** to reply or make changes.

## Views, search, and filters

| View | What it shows |
|---|---|
| **Open** | Tickets that aren't closed, archived, or spam |
| **Assigned to me** | Tickets assigned to you |
| **Closed** | Closed tickets, including snoozed ones |
| **Archived** | Tickets you archived |
| **Spam** | Tickets marked as spam |

Use **Search emails** above the list. The filter button narrows by **Assignee**, **Smart label**, **Unread only**, **Starred only**, or **Date**. Click **Save** to keep a set of filters as a view. To act on several tickets at once, tick their checkboxes.

## Reply, add a note, or write a new email

In the reply box, pick **Reply** or **Note**:

- **Reply** goes to the customer. Add **CC** addresses or attachments (any file type, up to 25 MB each, 10 files). Turn on Send & Close to close the ticket as you send.
- **Note** is for your team only and is marked **Not sent to the customer**. Click **Add Note**.

Click the sparkles button to **Generate AI response** ([more on AI replies](https://brandwise.ai/help/ai-knowledge-base/generating-replies)). If an automation already drafted a reply, the box is filled in and marked **AI draft**.

To start a new conversation, click the compose button above the list, fill in the recipients and subject, and click **Send**.

## Organize a ticket

The bar above the ticket lets you star it, change its Smart Label, assign it, snooze it, and click **Close**. **More actions** has **Mark as read**, **Archive**, and **Mark as spam**.

**Snooze** hides a ticket until later: pick 1 hour, 6 hours, 1, 3, or 7 days, or a custom date and time. It moves to **Closed** and comes back at that time. If the customer replies to a closed or snoozed ticket, it reopens. Archived tickets stay archived.

## Translation

Mail in another language is translated into your mailbox's **Translation language**. Click the badge on a message to switch between **Translated** and **Original**. When the customer wrote in another language, click **Translate** in the reply box to put your reply into their language.

## Customer sidebar

The right side shows the customer's Shopify details and orders, matched by email address, plus an **AI summary**, **Ticket history** (past email and live chat tickets), and **Notes**. If there's no Shopify match, click **Link to a Shopify customer** and search by order number. Order actions work the same as in [the DMs inbox](https://brandwise.ai/help/dms/dms-inbox).

## Order actions suggested by AI

When the AI drafts a reply to a request to cancel, refund, or change an address, it can suggest that order change too. Open the suggestion to check the details, then click **Execute** to make the change in Shopify, or **Reject**. After it runs, a badge such as **Order Refunded** shows on the ticket.

## Analytics

**Analytics > Email** shows ticket counts, response and resolution times, daily activity, Smart Label trends, and activity per teammate.