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Why can't I take action from my Outlook/Chrome extension?

In Outlook, the action buttons sit in the Current conversation section of the extension. If that section is missing, turn Conversation actions on:

  1. In the timetoreply portal, click your name in the bottom-left corner.
  2. Select Settings.
  3. Open Extension setup.
  4. Under Customize the extension for, choose Mailbox, then choose the mailbox. Use Company if this should apply to everyone.
  5. Open the Conversation actions tab and turn on Show the current-thread section in the extension.
  6. Open the Controls tab and turn on the actions you want: Snooze email, Assign email, Close / reopen conversation and Hide / show conversation.
  7. Click Save.

If Conversation actions is off, Current conversation doesn’t appear in Outlook. A single button can still be missing if that action is turned off under Controls.

The close option is missing for one email

Section titled “The close option is missing for one email”

Mark as closed is hidden when timetoreply has not stored that email. The extension then says it has not ingested the message yet. That happens when the email:

  • Is a draft
  • Is in spam or trash (Gmail)
  • Is older than the history pulled in when the mailbox was connected
  • Has not been picked up yet

If the email was stored, the extension names the other reason instead:

  • This conversation has been filtered out of your metrics means a Global Filter is excluding it.
  • Assigned to someone else, snoozed, or hidden also hide Mark as closed.

If none of these messages appear, contact our support team.