e2a Inbox – Overview and FAQs

Overview

The e2a Inbox is a powerful interface within Ortoo Email-to-Anything that enables Salesforce users to view, compose, and manage all inbound and outbound emails directly within Salesforce.
Fully integrated with the e2a Email Client, it provides a unified workspace for Sales, Service, and Operations teams to collaborate on communication threads related to Leads, Cases, Opportunities, or any other Salesforce object.

From the Inbox, users can:

• View incoming and sent e2a emails.

• Apply filters to locate specific messages.

• Compose new emails using templates, signatures, and letterheads.

• Track drafts, unread messages, and email tags for better organization.

Accessing the Inbox

1. Navigate to Ortoo: Email-to-Anything from the Salesforce App Launcher.

2. Select the e2a Inbox tab from the navigation bar.

3. The Inbox displays all emails associated with your e2a configuration, grouped by thread or record.

You can access additional folders such as Sent, Unread, Trash, and Drafts from the sidebar. Tags can also be used to categorize or filter emails.

Composing Emails

To create a new message directly from the Inbox:

1. Click Compose on the left panel.

2. The Compose Email window opens, allowing you to define recipients, templates, and related records.

3. Select a Business Unit (if applicable) and configure your sender and recipient details.

4. Use the Related To field to link your email to a Salesforce record such as Case, Lead, or Opportunity.

5. You can attach files, use templates, or draft messages for later.

Tip:
Use the Show More Fields checkbox to display CC, BCC, Tags, or additional related records.

Filtering Emails

The Email Filters panel allows users to refine their view based on criteria such as record ownership, object type, or email status.
Filters can be applied temporarily or saved for frequent use.

To apply a filter:

1. Click the Filter icon in the Inbox toolbar.

2. Under Filter by Email Owner, select from:

   • All: View all e2a emails in the organization.

   • User: View only emails owned by a specific user.

   • Queue: View queue-based email ownership.

3. Under Filter by Related Record, select from:

   • All

   • All Records of Type

   • Specific Record

   • By Record Owner

   • By Status

4. Choose your desired Object Type and input a related record number.

5. Click Apply to filter your Inbox results.

???? Screenshot: Email Filters Window

Saved Filters

The Saved Filters section (left panel in the filter window) allows you to quickly reapply your frequently used filter configurations.

• Click the ✓ icon to activate a saved filter.

• Click the ????️ icon to delete it.

• Use Save Filter As to create a new saved view.

This feature helps users easily toggle between common filter sets, such as Account-based emails or Case-specific conversations.

 

FAQs

1. How can I filter emails by record or owner?

Use the Email Filters window to select a specific Salesforce object type (e.g., Case, Lead) and choose either a specific record or record owner.

2. Can I save frequently used filters?

Yes. After configuring filters, click Save Filter As, give it a name, and it will appear under Saved Filters for quick future use.

3. How do I compose an email using templates or letterheads?

When composing an email, click Template at the top of the compose window.
Select your preferred Lightning or Classic template — if it includes a letterhead, the footer will be automatically included (as shown in the screenshot above).

4. What should I do if my Inbox emails aren’t displaying?

Check that your e2a Email Rule and Global Settings are configured correctly.
If the issue persists, verify that your e2a license and permission set are active. Contact your Salesforce administrator or Ortoo Support if needed.

5. How do I send emails to multiple recipients individually?

Enable the checkbox Send Multiple Emails to Individual Recipients in the Compose Email window.
This ensures each recipient gets a unique email instance rather than being grouped together.

Please contact us at support@ortooapps.com for any questions.