Help for staff

Getting around the mailbox

Where your mail lives, what each folder is for, and how to read, archive, flag and file conversations.

Changing the mailbox layout

Put the reading pane on the right or below, fold the folders to icons, resize the list and read with nothing else on screen.

Writing and sending mail

Write a message, attach files, choose whether it is a promotion, and check it before it goes.

Undo send and Schedule send

Take a message back in the seconds after you send it, or choose a time for it to go.

Mail that needs a reply

The Needs reply view lists mail from families that you have not answered yet, oldest first.

Snooze and follow-up reminders

Hide a conversation until you can deal with it, or have it come back if nobody replies.

Mail templates

Start a message from a template, save your own, and share templates with everyone at your centre.

Filing mail automatically with rules

Mail rules file new messages by sender, subject or attachment: move to a folder, archive, flag or mark as read.

Mailbox keyboard shortcuts and search

Move through your mail with the keyboard, and search by sender, recipient, subject, attachments and more.

Draft with AI and Summarise

Let AI draft a reply or summarise a long conversation. Names and contact details are replaced before anything is sent.

Answering family messages from the portal

Messages families send through the parent portal arrive in your mailbox's Family support folder and are answered in the portal.

Forward shortcuts

Set up one-tap forward buttons, such as "send to accounts", for everyone at your centre.

Sending a broadcast

Send one message by email or text to many parents, tutors or students, as a promotion or as an operational notice.

Unsubscribes and bounces

See which email addresses and phone numbers your centre will not send to, and why, and lift a suppression when it is right to.

Notices in the app

Show a broadcast inside the app as a notice for parents, students or staff, and end it when it is no longer needed.

The message log

See every email and text the portal sent for your centre, and whether each one went.

The team inbox

Read and answer your centre's shared emails, texts, calls, voicemails and portal messages together in one list.

Assigning, comments and passing to a tutor

Share the work in the team inbox: assign conversations, leave comments for colleagues, mention them, link the family and pass a message to a tutor.

Setting up the team inbox

Connect your centre's Microsoft 365 mailboxes, choose the contact inbox, and decide who sees each inbox.

Making and taking calls

Use the dialler on any staff page, see what each call cost, and how unanswered calls become voicemails.

The call coach

During a call, see suggested replies and search your centre's own articles on prices, hours and policies.

Your notifications

Where your alerts appear, choose which ones you get by email, text or in the app, and turn on phone notifications.