> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zudo.so/llms.txt
> Use this file to discover all available pages before exploring further.

# Messages

> Every conversation with your customers in one place — email, support and Slack — with response times and unreplied threads.

The **Messages** page lists every conversation synced onto your accounts: email threads from [Gmail](/integrations/gmail), support conversations from [Help Scout](/integrations/helpscout), and the shared channels you read from [Slack](/integrations/slack). Each one is linked to the account it belongs to and contributes to [response time](/accounts/health-scoring) in health scoring.

<Note>
  This page was called **Emails** until it covered support and Slack conversations too. The old address still works and
  lands here.
</Note>

<Frame>
  <img src="https://mintcdn.com/zudo/ABq_MW_BmDXbxvL1/images/emails-list.png?fit=max&auto=format&n=ABq_MW_BmDXbxvL1&q=85&s=d26fca4c7d286d2e2e68d9236fe4fe8f" alt="The messages list" width="2880" height="1800" data-path="images/emails-list.png" />
</Frame>

## Email list

The table shows each thread's subject, linked account, **CSM**, message count, last activity, and created date. A Gmail icon on each row opens the thread directly in Gmail.

Threads with an active unreplied alert show a warning badge next to the subject.

Nobody is assigned to a thread or a meeting directly. Whoever is the **CSM of the account** it is with is responsible for it — so handing over one conversation means changing who owns the account, not the conversation.

### Filters

| Filter | Type |
| - | - |
| Assigned to | Anyone on the team, **Me**, or **Unassigned** — threads on accounts that person is CSM of |
| Subject | Text search |
| Last Activity | Date range (presets: last 7/30/90 days, more than 30 days ago) |
| Created Date | Date range |

Columns are sortable by subject, last activity, and created date. Column visibility and order can be customized and persist across sessions.

## How threads sync

Gmail syncs run every 5 minutes. The first sync imports up to 500 recent threads. After that, Zudo uses incremental sync to pull only new activity. Messages are automatically matched to accounts based on contact email addresses.

## Unreplied thread alerts

Zudo checks for threads where the last message is from a customer and your team hasn't replied within the configured threshold (default: 8 hours of business time). These raise [flags](/flags/overview) and email notifications so nothing slips through. The alert email goes to the account's assigned CSM, then to the CSM of its parent account, then to the org's [fallback CSM](/settings/organization#fallback-csm). If none of those is set, the flag is raised unassigned and no email is sent.

## Daily and weekly summary digests

Zudo sends per-recipient daily and weekly summary emails that roll up alerts, requests, tasks, meetings, and email volume. Content is **scoped to your CSM accounts** if you're a CSM on at least one account; otherwise you get the org-wide view. Each digest can be turned off org-wide by an admin or per-user from your [Profile](/settings/profile) page.

## Email forwarding

You can also log emails manually by forwarding or BCC'ing to your unique forwarding address (found on your [Profile](/settings/profile) page). Forwarded emails are matched to accounts automatically.

<Tip>
  For custom email analytics beyond this view — response time trends, volume by account, or weekly summaries — use
  [Analytics](/reporting/analytics) or [Custom Reporting](/reporting/custom-reporting).
</Tip>


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