The inbox, in depth

The inbox overview covers the layout and the filters. This article goes into the details worth knowing once you are using it every day: how threads are titled, what actually happens when you approve a draft, and how the mailbox choice works underneath.

Thread titles

Each conversation is titled from whoever it is with, not from the subject line of the first message. A thread with a family shows their name, a thread with a supplier shows the supplier’s name. This is deliberate: you are scanning for people, not for email subjects, and a case can generate several threads with different subject lines over its lifetime.

Where a conversation is not yet linked to a case or a lead, it appears without that context and lands in Unattached until you attach it.

Approving or editing a draft

A draft the agent has written sits under Needs your approval until you act on it. Opening it shows the full thread with the draft at the bottom, and the address it will send to.

Approve and send if the draft is right as written.
Edit, then approve if the wording needs a change first. You edit in place, in the same box, and the message that goes out is exactly what you see. This is worth doing rather than discarding and starting over: it takes seconds, and the agent learns your phrasing over time.
Discard if the draft is wrong, or the situation has moved on. Nothing is sent, and the thread stays open for the agent to try again once there is more to go on.

Attachments can be added or removed before you approve. If a document has been regenerated since the draft was first written, check that the right version is attached before it goes out.

Which mailbox a message sends from

Every draft to a family or supplier goes from one of two places, and you choose which before you approve it.

Your Gmail, so the message arrives looking like it came from you personally.
The agent mailbox, a separate address that belongs to the firm rather than to any one person.

The mailbox a draft will use is shown before you approve it. If it is set to the wrong one for that message, switch it there, in the same screen, before sending.

Saving your choice as a rule

When you switch the mailbox on a draft, Lethra offers to save it as a rule. Accepting means the agent uses the same mailbox for that kind of email next time, so you are correcting the pattern once rather than every week. Most firms end up sending family correspondence from a personal Gmail and supplier or administrative email from the agent mailbox, but there is no fixed rule: it follows what you teach it.

Replies come back to whichever mailbox the original message was sent from, and Lethra reads case-related replies either way, so the case stays in sync regardless of which mailbox is in use.

Your Gmail connection and draft mirroring

Connecting your Gmail account is what makes sending from your own address possible. Once it is connected, a draft that is set to send from your Gmail is also mirrored into your actual Gmail Drafts folder, so you can review or tweak it from either place: the inbox in Lethra, or Gmail itself. Approving it in Lethra sends it; editing it in Gmail keeps it in sync until it goes out.

Connect or disconnect Gmail from your account settings. Without it connected, drafts can still be approved and sent from the agent mailbox, but the “your Gmail” option is not available.

Internal recipients

Not every entry in a thread came from outside the firm. Notes you or a colleague add to a conversation, and actions the agent takes on it, show up inline as internal entries alongside the emails, calls and chats. They keep the full story of a conversation in one timeline without ever being sent to the family or the other side.

The rule the agent always follows before anything is sent: Working with the agent.