FAQ

At some point you probably discarded the warning prompted when archiving asking you if you also want to close the conversation. Saved warnings / confirmation dialogs can be re-enabled from the Preferences > Warnings section in each user’s settings:

There are two ways to add people to a conversation:

1. Posting a chat comment with a @mention. This always shows the conversation in the mentioned person’s Inbox.
2. Adding the person through the “Add people” menu, at the top of the conversation. In this case, it’s possible to choose whether you want the person to see the conversation in their Inbox or only give them access to the conversation, archived, for future reference. This is done through the Show in their inbox checkbox. This checkbox remembers the last checked / unchecked state you used, so if you have previously unchecked it, you just need to check it again to make sure adding people through this menu will make the conversation appear in their Inbox.

It’s possible (and expected) for the unified inbox to show a lower number of unread conversations than the combined total of sub-inboxes in the case where unread conversations are present in more than one sub-inbox. For instance, if you receive an inquiry at your main shared inbox, then you replied from your personal address and received a reply in your personal inbox. When this happens, the conversation will be counted in both your shared and personal sub-inboxes, but only once in the unified.

Yes, open your preferences and look for the Show recent searches option and change the number pinned searches allowed. To disable this functionality, uncheck the checkbox.

The idea is that members of an organization may have different responsibilities and be interested in different labels. Listing all labels in everyone’s sidebar by default may feel cluttered for those interested in just a few labels. We automatically show newly created labels in the sidebar for the person creating the said label, since they are likely to be interested in it.

Everyone can easily manage labels as they see fit: hidden labels can be opened by clicking the More button just above opened labels, and can be hidden again by hovering and clicking the X button as shown here:

Orange clock icon:
User has snoozed the conversation.

Blue dot (top right corner):
User has not read all emails in the conversation.

Greyed avatar:
User has archived the conversation.

Colored avatar:
User has the conversation in their Inbox or Unassigned mailbox.

Blue allow:
User is currently viewing the conversation:

You cannot label responses. But you can link them with your organization teams. For example, here I created a team name Backend, and then linked a response to it.

When searching a response you can prepend your search with the name of the team (see image below). There I search “backend” and it selected the only response linked to this team. [team name + search query] will find only responses from a team containing the search query.

You can quickly search and apply a label to a conversation by doing the label shortcut Command + Shift + L.

You can also mark a label as a favorite so the label is always easily accessible at the top of the menu. To do so, just right-click any label in the sidebar and select Mark as favorite.

Yes, there are three ways you can open the draft composer:

• In new window. This option is great when you want your draft to be independent from the app's window.
• In popup. Perfect when you need to focus only on the draft.
• Inline. This last option is ideal when you want to see previous messages when drafting a new one.

You can access this setting in the "Composing" section of the preferences.

You can choose a delay time to recall a recently sent email. You will see a banner to undo the action right after sending the message. You can configure the next delay options:

• No delay
• 5 seconds
• 10 seconds
• 30 seconds

You can access this setting in the "Composing" section of the preferences.

Yes, many actions can be undone. There are two ways to do this:

• Use the shortcut Command + Z
• Click the undo banner button. You can enable it in the "Actions" section of the preferences

Yes, we call it out of office status. Learn more.

1. Select any mailbox from the left sidebar.

2. Click filter on the search bar and select Unread

Inside the email composer, on the bottom, click on the clip icon.

Yes. We offer 5 font sizes. You can access this feature in the Appearance settings.

Yes. We have 5 different themes. In the Appearence settings, you can manually select one or choose the Auto option (the theme will be based on your OS appearance settings).

Yes. You can select multiple messages at once by holding the Shift key. You will see a screen with available actions that can be applied to all selected messages.

When applying the filter Assigned to (Person A) on a search or a mailbox, the results will include both conversations assigned to Person A as well as conversations includind tasks assigned to Person A.

Yes, it's possible. Here's how:

1. Go to your All mailbox.

2. Click on the empty conversation.

3. Click on the dark grey word draft (see image below).

4. In the new window, click on Restore.

Notes: Merging cannot be undone and you cannot merge conversations from different organizations.

Option A

1. Right-click a message and click on Copy link

2. Right-click another message and click on Merge copied conversation

3. Confirm the action by clicking Merge

Option B

Create a rule that when matched it will merge messages into a predefined conversation.

Yes, it's possible. Click on the eye icon of a conversation and select the desired settings:

• Watch conversation: All comments will show up in your inbox.
• Unwatch conversation: Only mentions will show up in your inbox.
• Enable/disable desktop notifications.
• Enable/disable mobile notifications.

This is only if you need to update your login credentials such as your email, password or OAuth provider. You can update any other settings without entering your password.

That is meant as a security step to make sure no one but the owner of this account can change the login information.

Missive does not offer a way to show latest emails at the top mainly because of its collaborative nature. In Missive, each conversation is a chat room in itself.

You can add chat comments in between emails, and the natural order for chat is top to bottom. See image below showing an example of a collaborative conversation with emails and chat in between.

You can filter conversations per mailbox. For example, if you wanted to see all emails in the Customer Support team inbox that are unread and starred, you do the next:

1. On the sidebar, click on the Customer Support team inbox.
2. On the search bar, click on filters.
3. Select the Unread option.
4. Click again on the filter button and now select the Starred option.

Only the owner and admins can delete organization labels. Also, email account labels (those not created in Missive) can not be deleted from the app you need to do so from your email service provider (Gmail, Outlook, etc).

To rename anyou organization label, go to your Settings -> Organization -> Labels -> Edit

Note: Email account labels can not be renamed from Missive, you should do it from your previous email client.

In the Organization settings, under the Members sections you will see a Remove button for each member. Be aware that only the Owner or Admins can remove users. A few important points:

• The removed user will lose access to all organizations conversation. This is a background process and can take a few minutes to be finished.
• If the removed user had emails from their personal email account in a shared conversations, those emails will still be accessible to them in a new private conversation.
• The removed user lose access to all shared conversations.
• Any opened conversations where the removed user was the only assignee will be moved back to the related team inbox.

Owners and Admins can delete other people's comment, Members can only delete their own.

Click on the small grey arrow on the right side of the comment and click Delete. The message will be deleted for everyone in the conversation and it cannot be undone.

• Owner. There can only be one per organization. No one can delete them. They can change all settings, see and manage all shared labels, delete any comment. They can manage all contact books and managed signatures.
• Admins. They can manage other Admins and Members. They can change all settings, see and manage all shared labels, delete any comment. They can manage all contact books and managed signatures.
• Members. Can only see the content of labels shared explicitly with them, otherwise they can see labels but not the content of conversations marked with them. They can only delete their own comments. They can only manage contact books they created. They cannot edit managed signatures.

These roles can be applied/changed in the Members section of the Organization settings.

In the sidebar click on More. A list will be displayed, click on the Send later mailbox.

In Missive, you can setup any number of aliases for each of your email accounts, and each alias can have a different signature. Even if you don’t have different alias addresses, you can create multiple aliases with the same Address and Name, just for the purpose of setting a different signature for each.

Here’s where to add aliases the in Accounts settings:

Yes. It’s possible for delegated users to customize their name and signature when sending from a shared account.

To do so, each user must open their Missive settings (by clicking their name in the left sidebar), select the Accounts tab, then select the shared account and click Use my own. Then they can customize their name and / or signature at will.

Sending emails from outside Missive is known to cause duplicate conversations, and it does so for a specific reason. Missive uses a pretty complex algorithm to enable email sharing among coworkers without privacy issues.

Here’s an example: once a company using Missive had a shared conversation (everyone in the company had access to that conversation). One of the employees used Gmail.com to send an email with sensitive content that needed to stay private between just this employee and one of his coworkers. Since the employee used Gmail.com to send his email, he did not think the email would be inserted in the shared Missive conversation… Unfortunately, it did. Everyone else in the company saw the email in Missive and it caused some friction. Since this day, Missive’s email sharing algorithm was updated to always prevent emails sent outside Missive from being inserted in shared conversations. Instead, these emails are only shown to you in a separate, private conversation. It may not be easy to spot, but if you take a look, you will see that one of your “duplicate” conversations contains 1 or more emails that aren’t present in the other, shared conversation. These are emails sent outside Missive.

To sum up: sending emails from outside Missive does create duplicate conversations, and there isn’t much we can do here. We prefer playing on the safe side for the privacy concern explained above.

They do not have access to any alias address to use in the From field. For your teammate to be able to send an email, there are a few options:

1. When you want your teammate to send an email on your behalf, add them to the conversation and create the reply yourself. By creating the reply yourself, you can set the From address to any alias you own. Then once you have set the From address, your colleague can write the email and press Send.
2. You can also share the whole email account with them. This will give them access to all incoming emails and will let them reply using any alias configured on the account.
3. Lastly, your colleague can import their personal email account in Missive and configure aliases for the addresses they must be able to reply from. The emails they send would go through their personal account. Note for Gmail users: to add an alias to their personal email account on Missive, users also need to add it as a “Send mail as” address on their Gmail, as explained on this page.

We do plan on introducing more flexible options in the future, namely allowing teammates to send with specific aliases without sharing the whole account. But right now these are the possible options.

One common reason is you configured your Gmail to not make the All Mail folder available on IMAP, which is required for Missive to sync your emails properly.

See the attached image showing where to enable the All Mail folder on IMAP from your Gmail settings.

Missive supports folders and sub-folders. They are called Labels in the Missive interface. You can open them by clicking the More menu in the left sidebar and look for the Email Labels section.

NOTE You can enable an option to always show a label if there is one or many unread conversations in it. Click on the ellipsis … next to the label name in your sidebar and select the Show if unread option.

Only if the server is configured to support IMAP connections. Supporting the Exchange protocol directly is not something we will implement in the short term. We’ve been in touch with several Exchange users and most of them told us that IMAP access was enabled on their server, so Missive’s support for generic IMAP would work for them.

Yes. You can do so using rules. For each of your email accounts, you would create a rule that applies the desired color to the conversations.

ExtraThis can also be handy with time-based conditions. You could apply a red color to conversations containing messages that haven’t been replied after 2 hours. Read more about rules

If you receive this error when adding your email account:

Your SSL / TLS certificate is invalid, so Missive can’t establish a secure IMAP connection. If this is not a concern to you, choose “none” under Encryption.

It means you probably have an expired certificate or a self-signed certificate. You can contact support@missiveapp.com to know why your certificate is invalid.

Expired certificate

If your server’s SSL/TLS certificate is expired you should contact your certificate authority to get a new one.

Self-signed certificate

Missive currently refuses to connect to IMAP servers with a self-signed certificate, because if we allowed it, it would mean our connections to users’ IMAP servers wouldn’t actually be secure. A self-signed certificate can be generated by anyone, so if our algorithm accepted any self-signed certificate, it means our connection to your server could be intercepted by a hacker who could swap your certificate for theirs, and Missive wouldn’t notice because it accepts anybody’s self-signed certificate. Simply put: someone could read your email data over our connection to your server, and neither us or you would notice.

NoteIf a server’s SSL/TLS certificate is self-signed, it is not signed by a recognized certificate authority. This is often the case on default server installations.

However, people using a self-signed certificate and not planning on purchasing an authority-signed one for their IMAP server is something common. To remain secure by default while supporting this setup, what email applications usually do when people connect an IMAP account is:

1. First, refuse to accept a self-signed certificate
2. Show a warning to the user
3. Offer the user a checkbox that says “Allow the use of my self-signed certificate”
4. If checked, the setting will be remembered for this user only

The procedure above is exactly what we plan to do. We have no ETA yet, but we will offer support for self-signed certificates at some point.

Note that if the above isn’t a concern to you, you should be able to successfully import your IMAP account by choosing “none” as the Encryption method. Same for SMTP.

Unfortunately it is not possible.

But here's a workaround. You should copy all existing emails from the email account you want to delete to an email account you plan to keep in Missive. Once all the emails have been copied and imported in Missive, you can delete the other email account.

If you try to connect a different Office 365 account and you are always forced to select the same one, it’s a bug on Microsoft’s side, completely out of our control. The workaround is to log in to Missive and connect your Office 365 / Outlook account(s) from a private browser window.

Here’s how to do so (on a desktop computer, mobile is not supported):

1. Open a private / incognito browser window (see instructions for Google Chrome, Firefox and Safari).

2. Type mail.missiveapp.com in the address bar.

3. Log in to Missive.

4. Click your name in the lower-left corner of the window, click Accounts, then Add account.

5. Connect your account.

For each account, you may need to start over at step 1. Otherwise, the Microsoft popup may keep forcing you to select the account you previously selected.

There might be two possible explanations:

1. The email you're trying to mark as spam has been snoozed. To fix, unsnooze the email, mark as spam, and snooze again if needed.
2. You're working with a shared IMAP account, and you are not the owner of the message. Only owners can mark as spam.

The Missive interface does not let users modify the hostname of an IMAP / SMTP account in-place because there’s a chance that the new hostname would point to a different email account with different emails, which would corrupt existing Missive conversations.

Please contact us for help.

In Missive there's no need to forward emails. You simply need to share them. There are many ways to achieve this:

• Create a shared address and choose who receives the messages.
• Create a shared account and determine who gets the messages.
• Create a shared label and share it with the appropriate people.
• @mention a Team or the whole Organization.

To enable read tracking in all your sent emails, open your settings and check the Track reads checkbox. Your organization must be subscribed to a paid plan.

NoteIf you send yourself a test email to try out the functionality, Missive will not show that you read your own email if you do so in Missive itself. You will need to open your email in a different app, like Gmail, Outlook, etc.

You can read more about read tracking in Missive on this page.

Email tracking works by inserting different transparent images for each recipient in a sent email.

e.g. TO: a@acme.com, b@acme.com

This email would be sent twice with identical versions apart from the distinct transparent pixel for each recipient.

This way when a@acme.com opens the email in their email client, the email client requests the transparent image from our server. Knowing that this image was used only in the version of the email sent to a@acme.com, we can safely say that a@acme.com read the email.

The problem with distribution lists is that the pixel will be the same for all recipients.

e.g. TO: distribution@acme.com

This email would be sent once with one transparent pixel. The distribution list server will then forward that email to everyone on the list, including that same unique image. Thus, whenever someone from the list reads an email, their email client will load that same image.

We have no way to know that those emails were open by different people.

You have several options related to read tracking. First, and probably most important, you can disable desktop and/or mobile notifications in your Settings.

Then, you may want to keep the Activity room in your sidebar to see the number of new people who read some of your emails, but you may not want this to affect the unread badge on your application Dock or tray (macOS / Windows) or home screen (iOS / Android). You can get this behavior by right-clicking the Activity room and unchecking Include in badge count:

Alternatively, if you want to use read tracking but do not care about live notifications at all, you may just remove the Activity room from your left sidebar by clicking the x next to it.

Select an existing contact book or create a new one. At the bottom of the contact list, select Import contacts (CSV) from the options menu.

At the moment only CSV files built using the Gmail and Outlook formats are supported. Learn how to export a contact list from Gmail and Outlook. If your CSV file is from another source, you can easily adapt it to the Outlook format based on this demo CSV file.

Go to https://contacts.google.com and click Export in the sidebar

Go to https://outlook.live.com/people, click Manage and select Export contacts

Missive needs your Twilio SID and Auth Token, plus your phone number. Both SID and Auth Token should be available in your Twilio console page. Look for them on the right side of your screen.

Still from the console, you can access your Phone Numbers by the “three dots” button in the sidebar. It should be under the Super Network category. Here’s the link in case you can’t find it. From there, you should have the option to buy a number. Once bought, that is the full number you will need to enter back on Missive. Don’t forget to enter the country code as well (your number should start with a plus + sign).

They can simply reply STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT to any of your SMS. No new messages will be sent to their phone number.

They will receive the next message: "You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe."

Both SID and Auth Token should be available in your Twilio console page.

The shortcut to toggle the menu bar on Windows is Alt + M.

You most likely have the "Use small taskbar buttons" options enabled. This automatically disables badges on taskbar buttons. To fix this, disable the "small taskbar" option in your Taskbar settings.

You can download them from the Billing section of the Organization settings.

Yes. You can add it in the billing section of your account. Here's how:

1. Go to Settings

2. Then Organizations

3. Select an organization and go to the Billing tab

4. Click on Change billing info

5. Use the Tax ID field to enter your VAT number.

To change your password, you must click your name in the left sidebar of the app, click Log out, then enter your login email on our password reset page. You will receive an email containing instructions to reset the password for your account.

Yes, users connecting to Missive with an email and password can enable 2FA from their Profile settings.

For users connecting to Missive with Google, here's how to enable 2FA.

Go to your Settings -> Profile -> Enter password -> Login email (enter new one)

Go to your Settings -> Profile -> Click on image/circle

Go to your Settings -> Profile -> Set a password

1. Go to Settings
2. Click on Profile
3. Enter your password
4. Scroll down to the Delete account section and click the Delete button
5. A confirmation popup will appear, click on Delete.

Please know this action cannot be undone.

No, we don't offer a desktop Linux app. Linux users can still use Missive web version. Here's why we don't offer a Linux version for the moment:

• There is not enough demand.
• Each release needs to be tested, as a team of 3 where no one uses Linux, this would take too much of our time.

You are more than welcome to vote for the feature request.

This might be a pinned conversation in your sidebar, such as the activity room. By default, pinned conversations with unread comments or emails are included in the application's badge count.

This behavior can be changed by right-clicking on any pinned item and unchecking the Include in badge count option.

For the time being, no, we don't have an integration with Instagram. But you can upvote this feature request.

You might be interested to know that we do support direct messages from Twitter and Messenger.

Yes, you can import an existing phone number in Twilio, then use it with the WhatsApp integration. Please note that this is a long process (up to 4 weeks). It is commonly known as porting.

Learn more about the porting process.

The servers Missive uses to connect to IMAP servers are hosted on Amazon Web Services (AWS). There are multiple IP addresses active at once and these may change several times a day.

If you need a list of IP address ranges to whitelist on your server, you can use the following file provided by AWS:

https://ip-ranges.amazonaws.com/ip-ranges.json

Although this may change in the future, all our servers currently originate from the US East 1 (N. Virginia) region, so you can filter the file and select only the IP ranges with "region": "us-east-1".

Note that this file may change regularly; you must synchronize the whitelist on your IMAP server accordingly. You can read more on the expected usage of this file.

You can customize spell check dictionaries to use up to 3 at the same time.

To do so, write some random text in the draft composer or the chatbox, then right-click the text, and you will see the dictionary list you can customize. See the following image:

You can achieve this by creating a personal rule for incoming emails that looks like this: