Communication & Email

Mosic brings email into your workspace with shared channels, threaded conversations, and smart contact resolution. Your team can read, reply, and collaborate on email from one place.

Communication Overview

Open the Communication page from the sidebar. The layout has three panels: a contact list on the left, a conversation view in the center, and a detail panel on the right. Use the search bar, filters, and view pills at the top to find what you need quickly.

Email Channels

An email channel connects an email inbox to your Mosic workspace. You can connect Gmail, Outlook, Yahoo, iCloud, and other providers. The connection method depends on your provider: most providers use IMAP and SMTP (with an app password or OAuth), while Microsoft 365 and Outlook.com can also use the Microsoft Graph API.

Setting Up a Channel

Before you begin: You need Admin access to the workspace. Go to Communication Channels in Settings, or click the gear icon in the contact list panel header and select Channel Settings. If this is your first channel, the page is empty. Click Add Channel to begin.

1. On the Communication Channels page, click Add Channel
2. Choose a channel type:
   • Email — Connect an email inbox using IMAP/SMTP or OAuth
   • Portal — Receive messages from the customer portal
3. For email channels, follow the three-step wizard:

Step 1 — Connect Your Email

For Gmail and Outlook, Mosic detects your provider and auto-configures server settings. You can connect using OAuth or an app password.

When you enter a Microsoft 365 or Outlook.com address, the wizard shows an Authentication Method selector with three options. Pick the one that matches your mailbox configuration.

When you pick Microsoft Graph API, the wizard skips IMAP and SMTP server fields. The Microsoft Graph API info card on the same step says: “Email sync and sending operate via the Graph API. No IMAP/SMTP configuration needed. After creating the channel, click ‘Connect with Microsoft’ to authorize email access.” You complete the connection after the channel is created. For other providers (Gmail, Yahoo, iCloud, custom IMAP), the wizard continues to the server-settings step as before.

Step 2 — Settings

Click Test Connection to verify your IMAP and SMTP settings before saving.

Step 3 — Review & Create

Review your configuration summary. You can go back to edit any section. Optionally add Email Aliases for additional addresses that route into this channel. Click Create Channel to finish.

The Sending & Aliases tab on the channel detail page controls outgoing email behavior, including sender display name, always-BCC address, and email aliases that route additional addresses into the channel. Email signatures and a footer can be configured in the channel’s email settings, along with an auto-reply message for when you are away. You can also enable unreplied notifications to alert your team when a conversation has gone without a reply for a set number of minutes.

If you receive support emails, enable Auto-create Ticket from Email on the channel to automatically create a helpdesk ticket for each new conversation.

Mosic detects your email provider automatically and supports Gmail, Outlook, Yahoo, Yandex, SendGrid, and ProtonMail Bridge, as well as any custom IMAP/SMTP provider.

Channel Status

Each channel shows one of three statuses:

• Active — The channel is connected and processing messages normally
• Error — Something went wrong (authentication failure, connection issue). Check the error details on the channel detail page
• Disabled — The channel has been turned off by an admin

The channel header also shows a Graph API pill when the channel uses the Microsoft Graph API, or an OAuth pill when the channel uses IMAP and SMTP with OAuth. The pill helps you see at a glance which sign-in method the channel uses.

Channel health is also tracked. When consecutive failures occur, the health badge shows degraded (1 or more failures), warning (3 or more failures), or critical (channel error status). A healthy channel shows no badge.

Testing a Channel Connection

On the channel detail page, click Test Connection in the header. Mosic checks the channel’s connection and displays the result. For IMAP and SMTP channels, both checks run. For Microsoft Graph channels, Mosic verifies the Graph connection by reading the inbox folder and shows the folder name, total message count, and unread count.

If the test detects an expired OAuth token, an Authentication Required banner appears with a Re-authorize button. For Microsoft Graph channels, use the Reconnect button in the Microsoft Graph API card instead — that opens the Microsoft sign-in window for the Graph connection.

Initial Sync

When creating a channel, you can choose to import existing emails:

Microsoft Graph API (Microsoft 365 and Outlook.com)

The Microsoft Graph API is the recommended way to connect a Microsoft 365 or Outlook.com mailbox. It works without IMAP and uses Microsoft’s modern consent-based sign-in.

Use this option when:

• Your Microsoft 365 admin has disabled IMAP on your tenant
• You want a single, modern sign-in flow that handles both reading and sending
• Your organization requires OAuth for all email integrations

If you use a non-Microsoft provider (Gmail, Yahoo, iCloud, custom IMAP), this section does not apply. Continue to use your normal app password or OAuth flow.

Before You Begin: Microsoft 365 Admin Consent

Some Microsoft 365 organizations block user consent to new apps by default. If your organization uses this setting, the Microsoft sign-in window may show Need admin approval instead of the consent screen.

If you are not the Microsoft 365 administrator, send your admin this short brief:

“I’m connecting a Microsoft 365 mailbox to Mosic through Microsoft Graph. Mosic needs delegated permissions to read mail (Mail.Read), send mail (Mail.Send), and keep me signed in (offline_access), plus my basic profile (User.Read). Please grant tenant-wide consent for Mosic in the Microsoft Entra admin center so I and others in my workspace can connect.”

If you are the Microsoft 365 administrator, you can grant consent for your own user from the same consent screen. Look for the Consent on behalf of your organization option that Microsoft shows. No other Microsoft 365 setup is required to connect a single mailbox.

How to Connect a Microsoft 365 or Outlook.com Mailbox

Before you begin: You need Admin access to the workspace. The Microsoft sign-in step requires an Admin even though Editors can create other types of email channels. The Microsoft 365 or Outlook.com account you want to connect must be a normal mailbox (not a shared mailbox that needs delegated access).

1. On the Communication Channels page, click Add Channel
2. Choose Email
3. On Step 1, enter your Microsoft 365 or Outlook.com address
4. Under Authentication Method, select Microsoft Graph API (Recommended)
5. Read the info card, then click Next
6. On Step 2, you can skip the Test Connection button — it checks the default IMAP and SMTP settings, not the Graph connection. The real Graph test happens after you create the channel.
7. On Step 3, review the summary and click Create Channel
8. Mosic opens the channel detail page. In the Microsoft Graph API card, click Connect with Microsoft
9. Sign in to your Microsoft account in the window that opens
10. Review the permissions Mosic requests, then click Accept
11. Microsoft returns you to Mosic. The Microsoft Graph API card now reads Connected to Microsoft Graph and shows the token expiry

Your inbox and sent items begin syncing on the channel’s pull interval. To send mail, no extra setup is needed — Mosic sends through the same Graph connection.

If the Sign-In Window Doesn’t Open

Some browsers block pop-ups from Mosic. If clicking Connect with Microsoft does nothing, allow pop-ups for your Mosic workspace URL and try again. If the issue continues, contact your IT team — a network rule may be blocking the redirect to Microsoft’s sign-in page.

Reconnecting and Token Expiry

The Microsoft Graph connection is a long-lived delegated connection. Mosic refreshes the access token automatically before it expires. The Token expires field on the Microsoft Graph API card shows the current expiry.

If Microsoft revokes the connection (after a password change, for example, or an admin action), the card shows Not connected — click “Connect with Microsoft” to authorize. A Reconnect button appears next to an already-connected channel. Click Reconnect and sign in again.

Switching Back to IMAP or SMTP

You can switch a Microsoft channel between Microsoft Graph, OAuth IMAP/SMTP, or Basic (Password) at any time. On the channel detail page, open the Connection Method card, pick a different option from the dropdown, then click Save (the button appears once you change the selection). When you switch away from Microsoft Graph, the IMAP and SMTP server fields reappear under Server Configuration and you must complete the standard email setup.

Custom Folders and Labels

Microsoft Graph sync covers the Inbox and Sent Items folders. Custom folders and labels in your Microsoft mailbox are not synced. If you need full folder sync, switch the channel to IMAP/SMTP (OAuth) instead.

Conversations

What Is a Conversation?

A conversation is a thread of messages between your team and a contact. Incoming emails are automatically grouped into conversations based on email threading headers. Each conversation has a subject, status, assignees, and optional topics.

Conversation Status

Conversations progress through these statuses:

• Open — Active conversation needing attention
• Pending — Awaiting a response or action
• Waiting — Waiting for the contact to reply
• Resolved — The issue has been addressed
• Closed — The conversation is complete
• Archived — Removed from the active inbox

To change a status, click the status badge in the conversation header. A dropdown shows the available transitions.

Viewing Conversations

The contact list panel on the left shows all your contacts and their conversations. Use the filter pills to switch views:

• Unread — Show conversations with unread messages
• Drafts — Show conversations with unsent drafts
• All — Show every conversation

Below the pills, dropdown filters let you narrow by status, assignee (All, Mine, Unassigned), and channel. Click a contact to see their conversations. Click a conversation to open it.

Assigning Conversations

In the conversation header, click the assignee avatars to open the assignee selector. Search for and select team members to assign. You can also click the user-check icon to quickly assign a conversation to yourself.

Following Conversations

When you reply to or are mentioned in a conversation, you automatically receive notifications for new messages. Real-time presence indicators show who else is currently viewing a conversation. A typing indicator appears when another team member is composing a reply. If two team members open the composer at the same time, a collision banner warns that someone else is already drafting a reply.

Muting Conversations

Click the bell icon in the conversation header to mute notifications for that conversation. Click the bell-off icon to unmute. Muted conversations still appear in your inbox; you just stop receiving alerts.

Archiving and Unarchiving

Set a conversation status to Archived to remove it from the active inbox. Archived conversations do not appear in default views. To see them, use the status filter and select Archived. To unarchive, change the status back to Open.

Auto-Close

Workspace admins can enable auto-close on a channel. When enabled, conversations that have been Resolved for a configurable number of hours are automatically moved to Closed. Configure this in the channel’s Automation tab under Auto-Close Resolved Conversations.

Messages

Reading Messages

Open a conversation to see its message thread. Messages are displayed in chronological order. Inbound messages show the sender’s name and a blue indicator. Outbound messages show your team member’s name and a green indicator. Attachments appear below the message body.

Composing a Reply

When viewing a conversation, the reply composer appears at the bottom of the message thread.

1. Click in the Write your reply… area to start typing
2. Use the formatting toolbar (bold, italic, links, lists, headings, and more) by clicking the type icon
3. Add attachments by clicking the paperclip icon
4. Click Send or press Ctrl+Enter to send

When a conversation has CC recipients, a Reply / Reply All toggle appears. Click Cc Bcc to expand the CC and BCC fields.

To enter focus mode, click the maximize icon. The composer fills the screen. Press ESC to exit.

Drafts are saved automatically as you type. If you navigate away and return, your draft is restored.

Composing a New Message

1. Click the edit icon (pencil) in the contact list panel header, or use the New conversation button in the empty state
2. Select a channel in the Send via dropdown
3. Fill in the To field with recipient email addresses
4. Optionally click Cc Bcc to add CC and BCC recipients
5. Enter a Subject
6. Write your message
7. Click Send or press Ctrl+Enter

CC and BCC Recipients

In both reply and compose modes, click Cc Bcc to expand the CC and BCC fields. Recipients appear as chips with autocomplete suggestions from your workspace contacts. You can type an email address and press Enter or Tab to add it. To remove a recipient, click the x on its chip.

Scheduling Messages

Instead of sending immediately, you can schedule a message for a future time.

1. Click the clock icon in the composer toolbar
2. In the Schedule Send dialog, choose a quick option:
   • In 1 hour
   • Later today (5:00 PM)
   • Tomorrow morning (9:00 AM)
   • Tomorrow afternoon (2:00 PM)
   • Next Monday (9:00 AM)
   • Next week (same day, 9:00 AM)
3. Or pick a custom date and time using the date picker and time selectors
4. Click Schedule

The message is queued and sent at the chosen time.

Message Status

Outgoing messages track their delivery status. When delivery tracking is enabled on a channel, you can see whether a message was sent, delivered, or if delivery failed.

Forwarding Messages

Forward a message to another contact, conversation, or email address.

1. Hover over the message you want to forward
2. Click the forward (corner-up-right) icon
3. In the Forward Message dialog, search for a contact or conversation, or type an email address
4. Optionally add a note above the forwarded content
5. Click Forward

The forwarded message includes the original content with a preview.

Read Receipts

Outgoing messages display read receipt indicators next to the timestamp:

• Single checkmark (gray) — Message sent
• Double checkmarks (gray) — Message delivered
• Double checkmarks (blue) — Message read

Hover over the indicator to see who read the message and when. Read receipts are available when delivery tracking is enabled on the channel.

Retrying Failed Messages

If a message fails to send (for example, due to a temporary connection issue), you can retry it from the conversation view. Check the channel’s Channel Health section on the Overview tab for error details.

Topics

Topics group conversations across contacts around a common theme. For example, all conversations about a product launch can share a topic.

Linking a Topic

1. In a conversation, click a topic pill in the header to filter by that topic
2. To add a new topic, use the topic management controls available in the conversation view

When Auto-create topics is enabled on a channel, Mosic automatically creates topics for incoming emails based on subject patterns and threading.

Topic Selector

The topic selector shows available topics for linking. Topics are matched by contact, organization, or workspace. Already-linked topics appear under Already Linked. Available topics appear under Available.

Contact Resolution

When an email arrives from a new sender, Mosic automatically resolves the sender against your CRM contacts. If a match is found, the conversation is linked to that contact. If no match exists, Mosic creates a new contact based on the channel’s New contact action setting:

The recipient chip input in the composer also suggests matching contacts as you type.

Email Templates

Templates help your team respond quickly with consistent, reusable messages.

Creating a Template

1. Open the template picker by clicking the file-text icon in the composer toolbar
2. Click New in the top-right corner
3. Fill in the template form:

4. Click Create Template

Using a Template

1. Click the file-text icon in the composer toolbar
2. Browse or search for a template. Use category pills to filter
3. Click a template to apply it. If the template contains variables (like {{ contact_name }}), a dialog prompts you to fill them in
4. The template content is inserted into the composer

Template Variables

Templates support these variables:

Variables are auto-filled from conversation context when possible.

Email Folders

Email channels can sync multiple IMAP folders, not just INBOX. Channels that use the Microsoft Graph API sync the Inbox and Sent Items folders only.

Viewing Folder Contents

On the channel detail page, go to the Email Settings tab. The IMAP Folders section lists all detected folders with their sync status. Each folder shows its name, type (inbox, sent, trash, archive, custom), and a sync toggle.

For Microsoft Graph channels, the IMAP Folders section is hidden. Graph channels sync the Inbox and Sent Items folders by default; custom folders are not supported.

Click Detect Folders to scan your email server for available folders. Toggle the switch next to each folder to enable or disable sync.

Multi-Folder Sync

When multiple folders are enabled, messages from all synced folders appear in your conversations. The synced folder count is shown next to the section header (for example, “3 of 8 synced”).

Spam and Bounce Handling

Bounce Warnings

When you add a recipient in the composer, Mosic checks the email address for previous bounce activity. Recipients are highlighted with a warning indicator:

• Blocked (red) — This address has hard-bounced. Sending to it is not recommended
• Warn (amber) — This address has previously bounced but may be deliverable

Hover over the warning icon to see the bounce reason.

Spam

Messages identified as spam are handled according to your channel’s configuration. Check with your workspace admin for the spam handling policy.

Views and Navigation

Sidebar

The contact list panel provides navigation:

• Search — Click the search icon or use the keyboard shortcut to open the command palette
• Pull Emails — Manually fetch new emails for the active channel (email channels only)
• Compose — Start a new message
• Channel Settings — Go to the Communication Channels management page

Command Palette

Open the command palette to search across messages, conversations, and contacts. Type at least 3 characters to search. Use the filter bar for advanced options:

• Direction — Inbound or Outbound
• Date range — Today, Last 7 days, Last 30 days, Last 3 months
• Attachments — Only messages with attachments

Results are grouped into Contacts, Conversations, and Messages sections. Use arrow keys to navigate and Enter to open.

Scoped Views

Click a contact in the list to see their conversations. Click a conversation to open the message thread. Use the back arrow in the conversation header to return to the contact view. Use topic pills in the header to filter messages by topic.

Permissions

Channel management requires Admin or Editor access. Users without sufficient permissions see a message: “Only workspace administrators can manage communication channels.” The Connect with Microsoft and Reconnect buttons on a Microsoft Graph channel are visible to Admins only.

Best Practices

1. Test your connection before saving a new channel to avoid configuration issues
2. Use app passwords for Gmail and Outlook instead of your account password
3. Set an appropriate pull interval — 5 minutes works well for most teams. Use longer intervals for low-volume inboxes
4. Assign conversations promptly so nothing falls through the cracks
5. Use topics to organize conversations around projects or themes
6. Create templates for frequently sent responses to save time and maintain consistency
7. Enable auto-close to automatically resolve stale conversations
8. Check channel health regularly to catch connection problems early
9. Use the command palette to quickly find messages and contacts without leaving your keyboard
10. Prefer Microsoft Graph API for Microsoft 365 and Outlook.com mailboxes when IMAP is disabled on your tenant or you want a single modern sign-in flow
11. Keep one channel per mailbox for the cleanest sync and the easiest troubleshooting

Troubleshooting

Channel shows “Error” status

This usually means a connection problem. Open the channel detail page and check Channel Health on the Overview tab. Common causes:

• Expired OAuth token — Click Re-authorize to reconnect
• Changed password — Update the password in Email Settings
• Server unreachable — Check your network and click Test Connection

If the issue persists, click Reset next to the circuit breaker to force a retry.

Emails are not appearing

1. Check the channel status is Active (not Disabled or Error)
2. Verify Enable incoming mail is turned on in the channel’s email settings
3. Confirm the IMAP Folder is set correctly (default: INBOX)
4. Click Pull Emails on the channel detail page to trigger a manual pull
5. Check the Pull Interval — longer intervals mean longer waits

Messages fail to send

1. Verify Enable outgoing mail is turned on
2. Check the SMTP server and port settings
3. Click Test Connection to verify outgoing connectivity
4. Look for bounce warnings on the recipient address
5. Check the Attachment Limit — large attachments may exceed the limit

Microsoft Graph: “Not connected” after a successful sign-in

The Microsoft Graph API card on the channel detail page shows Not connected — click “Connect with Microsoft” to authorize even after you sign in and accept the consent screen. Wait a few seconds and refresh the page. If the state is still Not connected, your workspace admin must allow Mosic’s redirect URL in the Microsoft Entra app registration.

Microsoft Graph: token keeps expiring

Microsoft refreshes your access token automatically. If you see frequent re-auth prompts, your account may have conditional access policies that require sign-in more often. Ask your Microsoft 365 admin to review the sign-in logs for your account.

Microsoft Graph: the Connect with Microsoft button does nothing

Your browser is likely blocking the pop-up. Allow pop-ups for your Mosic workspace URL and click Connect with Microsoft again. If the pop-up still does not open, contact your IT team — a network rule may be blocking the redirect to Microsoft’s sign-in page.

Cannot create a channel

You need Admin access to create channels. If you see “Admin Access Required,” contact your workspace administrator.

Compose window shows “No channels configured”

You need at least one active email channel to compose messages. Go to Channel Settings and create a channel first.

Related Documentation

• CRM — Managing contacts, leads, and customers
• Helpdesk & Tickets — Ticket management and SLA policies
• Notifications — Notification preferences and activity feed