Messages
Neptune CRM Location: Side Nav -> Messages
The Messages page brings customer and lead email conversations into one place. It helps your team review recent replies, see unread email conversations, assign follow-up work, and reply without opening each customer or lead record first.
You can also see the same threaded email layout from the Emails tab on a customer or lead page.
Before you start
- The Messages feature must be enabled for your organisation.
- You need access to the customer or lead records you want to view.
- To reply to a conversation, the record needs at least one email in the thread and a valid contact email address.
- Some actions, such as marking all visible unread conversations as read, may only be available to admin users.
Use the top-level Messages page
Open Messages from the side navigation.
The page is split into two areas:
- Email Conversations on the left shows the conversations available to you.
- The conversation panel on the right shows the selected email thread.
Each row in the conversation list shows the customer or lead name, the latest subject, a short preview, and the latest email date. Unread conversations are highlighted with a blue marker.
To read a conversation:
- Open Messages from the side navigation.
- Select a conversation from the list.
- Review the email thread in the panel on the right.
- Expand or collapse individual emails to read more detail.
- Use the customer or lead name at the top of the panel to open the full record.
Filter conversations
Use the buttons at the top of the Messages page to narrow the list.
- Assigned to me shows conversations assigned to you.
- Unread shows conversations with unread incoming emails.
If you are an admin and the Unread filter is active, you may also see Mark all as read. This marks all unread conversations that match the current filters as read.
Assign a conversation
Use Assign conversation to to choose the team member responsible for following up.
Assignment helps your team keep ownership clear when several people are monitoring inbound email replies.
To clear the assignee, open the same field and remove the selected user.
Reply to a conversation
Open a conversation and click the reply button.
Neptune opens a reply drawer using the current email thread. When possible, the reply is addressed to the latest incoming sender so your response stays connected to the conversation.
Before sending, check the recipient, subject, message content, attachments, and sender details. After the reply is sent, the conversation refreshes with the new outgoing email.
Mark a conversation unread
Use Mark unread when a conversation has been read but still needs attention.
Neptune marks the latest incoming email in the conversation as unread. The conversation then appears again when you use the Unread filter.
Use the Emails tab on a customer page
Open a customer record and choose the Emails tab.
The Emails tab uses the same threaded layout as the Messages page. This is useful when you are already working from a customer record and want to review the full email history in context.
From the customer Emails tab, you can:
- assign the conversation to a team member
- reply to the email thread
- mark the conversation unread
- import an email by copying the customer forwarding address
- open Manage templates to edit email templates
- expand individual emails to review the full body and metadata
Read an email thread
Email threads are grouped by date. Each email card shows whether the email is Incoming or Outgoing, who it was from or sent to, the date and time, and the subject.
Click an email card to expand it.
When expanded, the card can show:
- the full email body
- the recipient
- the sender
- attachments
- brochures
- related documents
- delivery status for outgoing emails
Unread incoming emails may show an unread marker. Opening an unread incoming email from the customer Emails tab marks it as read.
Check outgoing email status
Outgoing emails can show a status tag, such as sent, delivered, failed, bounced, or spam complaint.
If extra delivery detail is available, hover over the status tag to see more information, such as the recipient, update time, or failure reason.
Use failed, bounced, or complaint statuses to decide whether you need to check the recipient address, contact the customer another way, or update the customer record.
Import an email into a customer record
Use Import email when you need to add an existing email to the customer record.
- Open the customer record.
- Choose the Emails tab.
- Click Import email.
- Neptune copies the customer’s forwarding address.
- Paste that address into the To field when forwarding the email from your email app.
After the forwarded email is processed, it appears in the customer’s email history.
Manage email templates
Click Manage templates from the customer Emails tab to open your email templates.
Use templates when your team sends similar replies often, such as follow-ups, booking confirmations, or standard information requests.
For more detail, see Email templates.
Common questions
Why do I not see any conversations on the Messages page?
There may not be any email conversations yet, or your filters may be hiding them. Clear the Assigned to me and Unread filters to see all conversations available to you.
Why can I not reply?
The conversation may not have a valid reply target yet, or the record may not have a contact email address. Open the customer or lead record and check the contact details.
Why did a conversation disappear from the Unread filter?
Unread conversations leave the filtered list after the incoming email is marked as read. You can still find the conversation by clearing the Unread filter or opening the customer or lead record.
Why is an outgoing email marked failed or bounced?
The recipient address may be incorrect, the recipient mail server may have rejected the message, or the message may have triggered a delivery issue. Check the status details if available, then confirm the contact email address before sending again.