Triage: snooze, archive and bulk actions

A conversation is in exactly one state, and the states are deliberately few.

State	Means	How
Open	Needs a human
Snoozed	Cannot act yet; comes back later	Alarm icon in the reader header
Archived	Finished, archived in Gmail too	e, or Archive in the header
Trash / Spam	Gone, and gone in Gmail	#, or the reader’s menu

Archiving here archives in Gmail. The two are the same inbox seen two ways, so a shared queue you clear in ShareMail is clear when you open Gmail on your phone. Archived, trashed and spammed conversations also drop any unsent draft on them.

If the customer replies to an archived conversation, it reopens by itself. A snoozed one wakes early for the same reason. Trash and spam stay where they are.

Snooze is not a reminder list

Snoozing removes a conversation from the queue and brings it back at the time you pick: in an hour, later today, tomorrow morning, the weekend, next week, a month, or a date and time of your own. Use it for “the customer is getting back to us on Tuesday”, not for “I do not want to deal with this”. A queue full of snoozes that keep coming back is a queue you are avoiding.

When it wakes it jumps to the top of the list with a “snooze ended” line in its timeline, and whoever snoozed it, plus the assignee, get a notification. Snoozing is invisible to Gmail; the thread stays in the Gmail inbox throughout.

The rest of the reader menu

• Star (just for you) is private. Your stars are your own list; the Starred badge counts the open ones.
• Follow / Unfollow decides whether you hear about later comments and replies. Commenting or being mentioned follows you automatically.
• Pin to top for everyone floats the conversation above the list in every teammate’s view. For the one thread the whole team needs today.
• Mark as unread (u) hands it back to yourself for later.
• Copy conversation link gives you a URL that opens exactly this conversation for any teammate who can see it.

Merging duplicates

When the same person emails twice about the same thing, open one, choose Merge another conversation in… and pick the other, or select both in the list and merge from there. Messages, comments, tags and drafts move into one conversation, ordered by date.

Both conversations must be in the same inbox and from the same sender, and the result is capped at a hundred messages. A merge cannot be undone. Gmail is not touched: the threads stay separate there.

Bulk actions

⌘Click / Ctrl Click a row to start a selection, then plain clicks add and remove. The checkbox that appears when you hover a row does the same, and the box beside the list title selects everything showing, with a menu for Read, Unread or Starred only.

With two or more selected, the panel replacing the reader (or the labelled buttons above the list, in table layout) offers Archive all, Assign, Tag, Snooze, Merge, and under More: mark all read or unread, move all to Open, unfollow all, mark all as spam, trash all. Esc clears the selection.

Tags

Tags are subject matter, not status. They have their own page: Tags.