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The Complete Guide

The REALM Guide

Everything Realm does, and how to use it. The full handbook: every feature, with step-by-step instructions. Use the contents on the left to jump to a chapter.

97Chapters
15Product areas

Inbox & Mail

Realm has two email-and-messaging surfaces, and it helps to know which one you're in. The Inbox is the unified Connect hub; Mail is a full webmail app. This page explains both, plus threads and filtering.

The Inbox (Connect)

The Inbox is the heart of Connect. It blends email, text, and chat into one list, grouped by the person you're talking to.

The layout has three panes:

  • Left — your conversations, with filters and a channel rail.
  • Middle — the open conversation (and the composer to reply).
  • Right — context about the person: their role, linked Realms, EVE suggestions, and quick actions like Draft Follow-up with EVE and Send Calendar Invite.

Visiting the old Inbox link sends you straight to the unified Connect inbox — they're the same destination.

Threads

A thread is everything with one person, in order, across channels. Open a thread to see the full history and reply from the composer. The header shows whether that person is tied to a Realm so you always have the transaction in view.

Filtering and finding things

  • Rail (Email · Chat · Text · Phone · Activity) — focus on one channel. Phone is your call log grouped by contact; Activity is a chronological log of individual messages across every channel.
  • Scope filter — slice by who you're talking to: All, Realm conversations, Leads (contacts not yet on a transaction), or Internal team threads.
  • Status filters — All, Waiting (they're waiting on you), Unread, Overdue, and Archived.
  • Search — find a person or conversation by name.
  • On the Email rail, a mailbox selector lets you narrow to one connected inbox or see All Email.

You can mark threads read or unread, and archive ones you're done with (archiving hides a thread for you without deleting it).

The Mail app (webmail)

Mail is a separate, traditional webmail app for users whose brokerage provisions a full mailbox. It has the mailboxes you'd expect — Inbox, Sent, Drafts, Archive, Trash — plus shared inboxes, CC and BCC, and standard email threading.

Inbox vs. Mail — which is which?

  • Connect's Inbox treats email as one channel of a person-centric conversation, next to text and chat. Use it for day-to-day client and lead communication.
  • Mail is pure email with raw mailboxes and full headers. Use it when you need a real webmail experience.

Mail only has content if you've been given a mailbox. If yours is empty, you're likely meant to work out of the Connect Inbox instead.