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How do I use Smart features in Conversations and Messages?

Once Smart is turned on, the Conversations and Messages pages show Smart values next to your emails.

Page What it shows Smart values
Conversations Each whole email thread Needs Response, Category, and a Smart Conversation Summary
Messages Each single email Sentiment, Urgency, Intent, and a Smart message summary

See the Smart values

Section titled “See the Smart values”
  1. Click Conversations or Messages in the left-hand menu.
  2. The Smart values appear as columns in the table. To show or hide columns, click Table Options.
  3. To see a summary, click the arrow at the start of a row to expand it.

To find specific emails, use Filters → Smart. See How do I find the right conversations with Smart filters?

Correct a Smart value

Section titled “Correct a Smart value”

Smart values are predictions, so they’re sometimes wrong. When one is, you can correct it:

  1. Expand the row.
  2. Next to the Smart value, click Correct.
  3. In Correct Smart Values, set the right value and click Save Corrections.

To put a value back, click Restore Original.

Needs Response, Category and Smart Conversation Summary apply to the whole conversation. A new message recalculates them. A correction on a single email does not change other emails.

Correcting needs Smart turned on and email body ingestion on for that mailbox.

Export Smart values

Section titled “Export Smart values”
  1. Open Conversations or Messages and set any filters you need.
  2. Click Download.

The file includes Smart columns when Enable Smart Features is on for the company. A mailbox that is not ingesting email bodies can still appear in that file.