Mailbox

Written by Uday Kumar Updated October 13, 2026 07:08

Who this is for. AR and cash-application staff who trace a remittance back to the email it came in. For AR Remittances, only the SuperAdmin role can open the Mailbox.

Availability. The Mailbox icon appears when the mailbox view is turned on for your organization. The instance also needs a connected mailbox. This article describes the Mailbox of a SmartCustomer SmartFlow Skill.

Overview

The Mailbox shows the mail that arrives in the mailbox connected to the SmartCustomer instance. For each email, it shows the labels applied and the documents made from the attachments. With it, you can find the email behind a document and see what became of each attachment.

The Mailbox opens from the Mailbox icon after the last tab of the SmartCustomer tab bar. The icon is an envelope, and its tooltip reads Mailbox.

A document's details page shows the same email in its Email Threads panel. See Document Information.

Folders and labels

The left pane holds Compose, four folders, and the Labels list. Compose starts a new message. Table 1 lists the folders.

Table 1. Mailbox folders

Folder	Holds
Inbox	The mail that the mailbox received.
Sent	Mail sent from the mailbox.
Drafts	Messages started but not sent.
Archived	Mail moved out of the Inbox.

The Labels list names the labels in use. Labels depend on the functions your organization runs, so your list can differ from another organization's list.

Labels on remittance emails

An email carries its labels on the message list and at the top of the open email. Table 2 gives examples of the labels a remittance email can carry.

Table 2. Remittance labels

Label	Marks
HereIsNewRemittance	The email carries a new remittance.
RemittanceAlreadyRecorded	A duplicate remittance. The remittance repeats a payment that the matched customer already has, by payment number or transaction reference. AR Remittances creates no document for it. A remittance whose customer is not known does not get this label. See How AR Remittances Processes a Remittance.
LargeFileNeedsHumanAttention	The email's attachments have more than 150 pages in total. Or a spreadsheet or CSV attachment has more than 60 columns or more than 500 rows.
MultiTab	A spreadsheet attachment has more than one sheet.
NeedsHumanAttention	The email needs a person to look at it. An attachment is not a remittance. Such an attachment becomes an Others document. An unknown customer or a missing payment number does not add this label.

A document made from a large or multi-sheet file has a matching status, such as Multi Tab File Please Review. See Classification, Status and Confidence.

Message list

The controls in Table 3 sit at the top of the list. The list pages at its foot.

Table 3. Message list controls

Control	Use
Refresh icon	Refreshes the list.
Search box	Searches the mail.
Filter by	Filters on Record Match, From, and To.
More +	Adds more filters. Examples are Subject, Label, and Sender Type. Others include Date, Attachment Type, and Read Status.
My Filters	Lists the filters you saved. Save Filter appears after you apply a filter.
Gear and translate icons	The gear icon is Signature and the translate icon is Translation. Both are settings for email replies. This guide does not cover them.
Select-all checkbox	Selects the messages on the current page. A count of the selected messages appears, with actions for them. The Trash icon asks for no confirmation. A menu offers Mark READ and Mark UNREAD. It also offers Move to Archive and Delete Forever. Delete Forever asks you to confirm, then deletes the messages permanently. In Archived, the menu offers Move to Inbox. The checkboxes appear only where your organization has these actions turned on.
Newest First	The sort order.

Each row shows these parts of an email:

A checkbox for selecting the message.
A coloured dot for the agent's processing state. Blue means processing is done. Green means in progress, orange means stalled, and grey means not processed. Hover the dot to see its state.
The sender, with two small chips beside the name. The chip with a person icon is the email's task status, such as NEW or OPEN. It reads NONE when the email has no task. The blue chip is the sender type, such as UNKNOWN or EXTERNAL COHORT.
The subject and the start of the message text.
The labels applied, such as HereIsNewRemittance.
A paperclip icon for attachments.
The date and time.

An unread email shows in bold.

The Mailbox with its folders and Labels list on the left and remittance emails in the Inbox

Figure 1. The Mailbox, with the folders and labels on the left

Remittance email

A row opens its email. Table 4 lists the parts of the email view from the top.

Table 4. Parts of an open email

Part	Holds
Header	A back arrow, the subject, and its labels. Previous and next arrows sit at the right.
Sender	The sender's name and address, and the To address.
Message controls	Mark READ A language chip The date and time Icons with the tooltips Reply, Forward, View Metadata and More
Message	The text of the email, with a pair of language buttons such as English (Original) and English (Unavailable). In that pair, English (Unavailable) is greyed out.
Attachments	A count, such as Attachment (1), and a line such as 1 Document created from 1 attachment.
Attachment table	The Attachment and Document Created columns. Each row gives an attachment's file name and its documents, such as 1 Active.
Reply and Forward	Buttons at the end of the email.

The arrow at the start of an attachment's row shows the documents made from that attachment. While the row is open, the arrow's tooltip reads Collapse attachment details. Table 5 lists the columns that appear.

Table 5. Document columns under an attachment

Column	Holds
Document Name	The document's name, shown as a link.
Classification	Remittance or Others.
Currently Present In	The Documents sub-tab that holds the document, such as Active Data.
Document Status	The document's status, such as Edited.
Action	Dismiss, for a document in Active Data. It opens the same dialog as on the Documents tab, with a Reason to Dismiss box. The document then moves to Dismissed Documents.

A remittance email with its attachment row expanded to show the document, its classification, sub-tab, status and Dismiss

Figure 2. A remittance email, with the document made from its attachment

Attachments that did not become documents

Some attachments do not become documents. For example, the file type can be one the configuration does not select, or the attachment can be a duplicate.

The email view lists these attachments under their own heading, which gives their number. The list has Attachment and Action columns. It does not show the reason. An infected attachment shows greyed out, with no action. The list does not appear while the email is still processing.

The email view can also offer to create a document by hand. Create a Document in the Action column creates a document from the attachment and opens it. The option also shows in the email panel of a document's details page, including a dismissed document's page. The new document has the status Manual Remittance. Its customer reads Unknown until you match one, so Write to SoR stays unavailable until then. To write it, match the customer and fill in the payment record. Then write it as usual.

A document made by hand has no extracted data to offer as hints. See Customer Hints.