Find and manage logged emails

Read logged conversations on a contact or organization, link unlinked emails, unlink or delete conversations, and see who on your account can view them.

Before you start

Incenti turns on email logging for your account. Until it is on, there is no Emails item in the sidebar and contacts and organizations have no Emails tab.
You log emails by BCC or forwarding. See Log an email to a contact or organization.
A logged email belongs to a conversation, and a conversation is linked to the contacts and organizations it is about. The Emails tab on each of them lists those conversations.

Steps

Read the Emails tab

Open a contact, or open an organization, and choose the Emails tab.
Each row is one conversation, newest activity first. A row shows the subject, a count when it has more than one message, the latest sender with the start of the message, up to three participants (with "+N" for more), and the time of the last message. An arrow marks whether the latest message was Sent or Received.
Use Previous and Next to page through the list, 25 conversations at a time.
Click a row to open the whole conversation.

When nothing has been logged, the tab says No emails logged yet. and shows your own logging address with a copy button.

Click Emails in the sidebar (it appears when email logging is turned on for you). The Your logging address card at the top shows your address with a copy button, a few tips, and a Learn more about logging emails link to Log an email to a contact or organization. Below it, the All tab lists every logged conversation you can see on your account, newest first, 25 to a page. Click a row to open the conversation.

Read a conversation

The conversation page lists every logged message in the order it was sent. Each message shows who sent it, a Sent badge when it came from your side (you, a teammate, or an address on your account's domain) or Received when it did not, the date, the To and Cc lists, and Logged by with the name of the person who logged it. Attachments are listed under the message; click one to download it.

Remote images in an email are blocked to protect your privacy. Click Show images to load them, or Hide images to block them again. Quoted earlier replies are hidden; click Show quoted text or Hide quoted text.

Link an email that matched nobody

Emails that match no contact or organization are saved but linked to nothing.

Click Emails in the sidebar and choose the Unlinked tab. You can also click View unlinked emails on the Email logging card on your profile, or follow the link in the "Logged, but not linked" email.
On the Unlinked tab, click Link to… on a conversation and search for a contact, organization, or opportunity.
Choose one. The conversation leaves the list and appears under that record.

You see the unlinked conversations you logged. Account admins see every unlinked conversation on the account. When there are none, the page says Nothing unlinked. Emails that don't match a contact land here.

Link conversations to contacts or organizations. Opportunities can be chosen in the picker, but opportunities have no Emails tab, so a conversation linked only to an opportunity leaves the Unlinked list and cannot be found from the opportunity.

Link or unlink from the conversation page

Open the conversation. The Linked to row lists its contacts and organizations.
Click Link to… to add another contact, organization, or opportunity.
Click the x on a chip to unlink it. The conversation stays in EDOS and disappears from that record's Emails tab.

Anyone on your account who can open the conversation can link and unlink it. If you remove the last link, the conversation moves back to the unlinked list.

Delete an email or a conversation

Open the conversation.
To remove one message, click Delete on it and confirm Delete email.
To remove everything, click Delete conversation at the top and confirm.

You can delete a message if you logged it, and the Delete conversation button appears if you logged every message in it. Account admins can delete any message or conversation on the account. Deleting the last message deletes the conversation.

Deletion is permanent. It removes the message, the stored original, and its attachments for everyone on the account. An attachment is kept only if you or someone else has used that same file elsewhere, for example on a task, contact, organization, project, report, or response; then it only loses its link to the email.

Delete all emails with a contact (account admins)

Only account admins see this button.

Open the contact and choose the Emails tab.
Click Delete all emails with this contact in the card header and confirm Delete all.

This cannot be undone. Every logged conversation linked to that contact is permanently deleted for everyone on the account, including conversations that are also linked to other contacts or organizations. A message confirms how many conversations were deleted. The button appears on contacts only, not on organizations.

What happens next

Once an email is deleted, logging it again works as new. There is no hidden copy.
Deleting in EDOS never touches your mailbox. The original stays in Outlook or Gmail.
If a contact or organization is deleted, its conversations lose that link. A conversation with no remaining link goes to the unlinked list.
Logged emails are kept until someone deletes them. There is no automatic expiry.

Who can see logged emails

Anyone signed in on your account can see logged emails, the same as notes. Anyone who can open a contact or organization sees its Emails tab, and the name of the person who logged each message. There is no private option, so do not log an email that should stay private. Other Incenti accounts cannot see your logged emails.

Government customers: email in a work mailbox is often a public record with its own retention rules. EDOS keeps logged emails as a convenience copy, not as your system of record. The delete options above let you destroy the copy in EDOS when your schedule requires it. Check the rules with your records officer before logging or deleting.

Common questions

Q: Can my coworkers see an email I logged? A: Yes. Everyone on your account who can open the contact or organization can read it. There is no way to log an email privately.

Q: How do I remove an email I logged by mistake? A: Open the conversation and click Delete on the message, or Delete conversation. Account admins can also delete any logged email.

Q: Why can't I see the Delete conversation button? A: It shows only if you logged every message in the conversation, or you are an account admin. Teammates may have logged some of the messages. You can still delete your own messages one at a time.

Q: A person asked us to erase everything about them. What do I do? A: An account admin opens the person's contact and uses Delete all emails with this contact. Review other records, such as notes and responses, separately.

Q: Where did the attachments go? A: They are listed under each message and saved as documents on your account. See Upload and manage documents.