Communications
A single log of every email your shop has sent and received — searchable, filterable, and with downloadable attachments
The Communications page listing sent and received emails with direction filters and search
Overview
The Communications page (in the sidebar, under Chat) is a complete history of the emails that flow through your shop — both the ones the system sent automatically and the replies customers sent back. It answers questions like “did that invoice actually go out?”, “which customers did the reminder email reach?”, and “where's the photo the customer emailed us?”
Everything in one place
Invoices, estimates, ticket updates, reminders, receipts, portal links, and inbound customer replies — all logged together.
Search & filter
Filter by direction (sent vs. received) and search by subject, sender, or recipient.
Attachments kept
Files customers attach to inbound emails (PDFs, damage photos) are stored and downloadable from the message.
Linked to records
Each message shows the ticket, invoice, estimate, lead, or customer it relates to.
Finding the Communications page
Open Communications from the left sidebar (in the Management group, just below Chat). If you don't see it, an administrator may have hidden it in Admin → Module Management — every shop can choose which modules appear in their menu.
Reading the log
Each row is one email. The list shows, at a glance:
| Column | What it shows |
|---|---|
| Direction | A badge for Sent (outbound, from your shop) or Received (inbound, from a customer). |
| Subject | The email subject line. Click a row to open the full message. |
| From / To | Who sent it and who received it. |
| Related | A badge linking to the ticket, invoice, estimate, lead, or customer the email is tied to (when it could be matched). |
| Date | When the message was sent or received. |
Filtering and search
- Use the direction dropdown to show only sent or only received email.
- Type in the search box to match on subject, sender name/address, or recipient.
- Use Load More at the bottom to page through older messages.
Opening a message
Click any row to open the message detail. You'll see the full subject, sender and recipient, the date, the message body, and any attachments.
When a customer replies with a file — for example a PDF from their old system, or a photo of a cracked screen — it's saved with the email. Open the message and click the attachment chip to download it. When the reply matched a ticket, a copy is also attached to that ticket's Attachments card.
Attachments are stored from the point this feature was enabled onward. Emails received before then are logged, but their attachments were not retained.
Where the emails come from
Outbound entries are created whenever the system emails a customer — sending an invoice or estimate, a ticket update, an overdue reminder, a payment receipt, or a portal link. Inbound entries are created when a customer replies to one of those emails, or writes in to your shop's inbound address.
When an inbound email isn't tied to an existing ticket, invoice, or estimate, it creates a Lead so it lands in your follow-up queue (and, if enabled, sends you a Staff Notification). A reply that is tied to a ticket is added to that ticket and flips it to “Customer Reply.”
Chat history
Communications covers email. Live website/customer Chat conversations have their own history — there's a link to the Chat page from the top of Communications.