--- title: "Working with Email" slug: "working-with-email" updated: 2026-07-14T15:59:34Z published: 2026-07-14T15:59:34Z canonical: "help.idibilling.com/working-with-email" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.idibilling.com/llms.txt > Use this file to discover all available pages before exploring further. # Working with Email > [!NOTE] > Note > > This functionality is only available the Communications web module is configured. Emails associated to the Customer account are listed on Communications tab in the InfoCenter. This gives you a quick overview. The main tool for managing emails is the Communications page which is accessible via the ***Customer*** menu by choosing **ACCOUNT** > **Communications**. **(Show Picture)** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/85227.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A41%3A52Z&se=2026-11-14T11%3A41%3A52Z&sr=c&sp=r&sig=JRq8Py6Mi%2FtDFZbxDoHBlcQ26Toi8CkL9A1dmjHSDRQ%3D) The Communications page lets you view and manage all emails for the Customer account, with the most recent first. **(Show Picture)** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81848.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A41%3A52Z&se=2026-11-14T11%3A41%3A52Z&sr=c&sp=r&sig=JRq8Py6Mi%2FtDFZbxDoHBlcQ26Toi8CkL9A1dmjHSDRQ%3D) - Click on the email header to open and read the email. **(Show Picture)** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81851.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A41%3A52Z&se=2026-11-14T11%3A41%3A52Z&sr=c&sp=r&sig=JRq8Py6Mi%2FtDFZbxDoHBlcQ26Toi8CkL9A1dmjHSDRQ%3D) - The left-pointing and right-pointing arrows associated to an email indicate whether the email is incoming (pointing left) or outgoing (pointing right). **(Show Picture)** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/82038.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A41%3A52Z&se=2026-11-14T11%3A41%3A52Z&sr=c&sp=r&sig=JRq8Py6Mi%2FtDFZbxDoHBlcQ26Toi8CkL9A1dmjHSDRQ%3D) - If a given email has a multiple-message thread, the **>** icon is available to expand/collapse the thread. **(Show Picture)** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81854.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A41%3A52Z&se=2026-11-14T11%3A41%3A52Z&sr=c&sp=r&sig=JRq8Py6Mi%2FtDFZbxDoHBlcQ26Toi8CkL9A1dmjHSDRQ%3D) - The presence of an attachment on an email thread is indicated by a paper clip icon. When the email is expanded, the attachment can be opened by clicking on it. - Use the associated ellipsis button at the right to Reply/Reply All/Forward the latest message in the thread. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81857.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A41%3A52Z&se=2026-11-14T11%3A41%3A52Z&sr=c&sp=r&sig=JRq8Py6Mi%2FtDFZbxDoHBlcQ26Toi8CkL9A1dmjHSDRQ%3D) - Forwarding of attachments is supported. - Reply/Reply All/Forward do not support the use of a template. - Click **NEW EMAIL** to start a new email thread for the Customer. This button is available for any user that has ***Send Email*** permission. **(More)** An email can be sent from an account by using the **NEW EMAIL** button on Communications tab in the InfoCenter, or the Communications page.![](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80813.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A41%3A52Z&se=2026-11-14T11%3A41%3A52Z&sr=c&sp=r&sig=JRq8Py6Mi%2FtDFZbxDoHBlcQ26Toi8CkL9A1dmjHSDRQ%3D) > [!NOTE] > Note > > Any email sent from the account will be listed on the Communications tab/page. #### Selecting a Template Clicking **NEW MAIL** opens a dialog for selecting and previewing a template. The drop down contains all templates configured in the Communications module with template type of ***Customer Template***. **(Show Picture)** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81861.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A41%3A52Z&se=2026-11-14T11%3A41%3A52Z&sr=c&sp=r&sig=JRq8Py6Mi%2FtDFZbxDoHBlcQ26Toi8CkL9A1dmjHSDRQ%3D) When you select a template from the drop down, you can choose to preview it before actually using. **(Show Picture)** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81863.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A41%3A52Z&se=2026-11-14T11%3A41%3A52Z&sr=c&sp=r&sig=JRq8Py6Mi%2FtDFZbxDoHBlcQ26Toi8CkL9A1dmjHSDRQ%3D) ***No Template*** is an option. This creates a blank email for you to fill in. Click **SELECT** when you have the template you want to use (or No Template). > [!NOTE] > Note > > Templates must be configured in the Communications module. #### The Email Dialog Once the email dialog loads, with or without a template, you can edit the addresses, subject, and body. You can also attach files, embed images, and insert links. HTML is supported. **(Show Picture)** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81865.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A41%3A52Z&se=2026-11-14T11%3A41%3A52Z&sr=c&sp=r&sig=JRq8Py6Mi%2FtDFZbxDoHBlcQ26Toi8CkL9A1dmjHSDRQ%3D) > [!NOTE] > Note > > When you insert an image, the size is limited to 1MB. #### Address Fields - From Address is based on Email setup - To Address: Enter addresses in the **To**, **Cc** and **Bcc** fields manually, or select an address book by clicking any one of these fields: Search capability is also supported within the address book being viewed. - Company – contains email addresses for IDI platform users (SaaS Security) and user groups (IDI Desktop Client) for the environment. There are two tabs on this address book: - Users: SaaS security users that have an email address and have access to the Customer Care environment - Groups: IDI Desktop client user groups that have an email address - Customer – contains email addresses from the customer’s contacts - If the same email is present on multiple contacts, it will only appear once. - The Search field lets you search by email address or click **More Options** to search by From/To date range. **(Show Picture)** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80803.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A41%3A52Z&se=2026-11-14T11%3A41%3A52Z&sr=c&sp=r&sig=JRq8Py6Mi%2FtDFZbxDoHBlcQ26Toi8CkL9A1dmjHSDRQ%3D) ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80804.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A41%3A52Z&se=2026-11-14T11%3A41%3A52Z&sr=c&sp=r&sig=JRq8Py6Mi%2FtDFZbxDoHBlcQ26Toi8CkL9A1dmjHSDRQ%3D) #### Unread Emails Any thread that has an unread message is displayed in bold. Specific message(s) that are unread are displayed in bold ; when there are multiple messages in a thread, only the unread ones are bolded when the thread is expanded. When you click on a message, reply, reply all or forward, the bold is removed to indicate message has been read. When an incoming message is marked as read, the last read user/date is displayed. **(Show Picture)** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/85229.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A41%3A52Z&se=2026-11-14T11%3A41%3A52Z&sr=c&sp=r&sig=JRq8Py6Mi%2FtDFZbxDoHBlcQ26Toi8CkL9A1dmjHSDRQ%3D)