Mail One Mail Help

Reading mail and conversations

• Messages that belong together show as one conversation, including the replies you sent. The newest and unread messages are open; select a collapsed one to open it.
• Choose where messages open in Settings › Inbox › Reading pane: no split, right of the inbox or below it. Drag the divider to resize it; its arrow hides the list while you read.
• Conversations show the oldest message first. To put the newest on top, change Conversation order in Settings › Inbox.
• A sender outside your organisation has an External badge. A red warning above a message means it failed the checks that prove who sent it, so be careful with it.
• Mailing-list mail has an Unsubscribe link next to the sender.
• Images, PDFs and text files open in a preview. Use the arrow keys to move between files.

If a sender asks for a read receipt, a banner offers Send receipt or Don't send. You can choose to be asked each time, always send one or never send one in Settings › General › Read receipts. A receipt is never sent for mail in Spam, mailing-list mail or a copy you got as Bcc.

Your inbox: categories, Focused and pinned

Pick how your inbox is arranged in Settings › Inbox › Inbox type:

• Default: one list, newest first.
• Categories: tabs for Primary, Social, Promotions, Updates and Forums. Mail from colleagues and your contacts stays in Primary.
• Focused: Focused and Other tabs. It learns from what you open, answer and move. Use Move to Focused or Move to Other, and Always to do it for every message from that sender. A line above a message says why it is where it is.
• Unread first: unread mail in its own section at the top.

Pin to top (in a conversation's ⋮ menu or the right-click menu) keeps a conversation at the top of its folder. Mark mail as important with the marker next to the star, or + and -.

Writing and sending

• Select Compose or press c. You can have several messages open at once, minimised or full screen. Replies open inside the conversation.
• Names are suggested from your contacts and your organisation's directory as you type.
• Select A for formatting. You can also add links, emoji and pictures (paste them straight in).
• If you have other addresses (aliases), choose one in From. Each can have its own signature in Settings › General.
• Drafts are saved as you type.
• Templates: save a draft as a template, then insert it from the template button at the bottom of a new message. Placeholders such as {{recipient.firstName}} are filled in for you; edit templates in Settings › Templates.
• Press Ctrl + Enter to send.

Undo send: straight after sending, select Undo in the message at the bottom of the screen. Choose how long you have in Settings › General.

Schedule send: select the arrow next to Send, then Schedule send. You can type the time on another time zone's clock. Scheduled messages wait under More › Scheduled, where you can change the time or cancel them.

To ask for a read receipt, select the arrow next to Send, then Request read receipt.

Attachments and files

Drag files into a message or select the paperclip. Each file is kept once in your DDMS Drive, in the Mail attachments folder. Colleagues in your organisation get access to that one copy, and the message shows it as an attachment card. If Drive can't be reached, the file is attached in the usual way.

• People outside your organisation get the files attached to the message. A file over the attachment size limit (25 MB unless your organisation changed it) reaches them as a download link that works for a limited time.
• Insert from DDMS Drive in a new message: Attach a file of any size (recipients get the version you sent), or Insert as link. A public link of a file you own lets anyone with it view the file for 30 days.
• If a recipient can't open a file you chose, you're asked to share it when you send.

On a message you received you can preview an attachment, Save to Drive (or Save all to Drive), Open in DDMS, or Edit a copy there. A file never changes after it was sent; if its owner edits it later, the card says so and offers the latest version. See Drive help.

Labels, snooze, follow-up and mute

• Labels: select + next to Labels in the left list to create one, with a colour and, if you like, inside another label. Drag conversations onto a label, or press l. Give a label a number from 1 to 9, then l and the number applies it. The same labels work on events, contacts and tasks.
• Snooze (b): the conversation waits in Snoozed and comes back to the top of your inbox, unread, at the time you chose. A reply brings it back early.
• Follow up (the conversation's toolbar, ⋮ menu or Insert): stars the message and adds a task with a date (today, tomorrow, this week, next week, no date or your own, with a reminder). A banner offers Mark complete, Change and Clear flag. See Tasks help.
• Mute (m): the conversation leaves your inbox and later replies skip it. Ignore conversation moves it to Trash, and later messages follow. Both are listed in Settings › Filters, where you can undo them.
• Archive (e), delete (#) and move (v) work on one conversation or a selection. z undoes the last action.

Searching your mail

The search box looks through all your mail except Spam, Trash and Drafts, including the text inside attachments such as PDF, Word and Excel files. The filter icon in the box builds a search for you, and chips under the results narrow it.

You can also type operators, for example from:, to:, subject:, has:attachment, filename:, is:unread, in:sent, larger:5M, after:2026-10-01, older_than:3w, OR, "exact phrase" and -word to leave a word out. Help › Search operators lists them.

Searches are fastest once your mailbox has been indexed. Until then search still works, a little slower. Settings › General › Search shows how far it is.

Filters, rules and clean-up

• Settings › Filters and blocked addresses: make a filter from conditions (sender, recipient, subject, words, size, importance, sent only to you) and actions (label, move, archive, star, mark as read, pin, follow up, forward a copy, delete). Filters run in order; a filter can stop the ones below it.
• Run rules now applies your filters to mail you already have, with Undo. It never forwards anything.
• Forwarding works only to your organisation's own domains and to domains your administrator approved. The page checks an address as you type it.
• Sweep… (a conversation's ⋮ menu or the right-click menu) moves or deletes everything from one sender in that folder, and can do the same with their future mail or keep only the latest message. Undo takes it back.
• Blocked addresses and Safe senders (never put in Spam) are on the same tab.
• Set an automatic reply, with a first and last day, in Settings › General.

Quick steps

A quick step does several things to the selected conversations at once. Run one from the bolt button above a conversation or a selection, the right-click menu, or Ctrl + Shift + 1–9. You start with six: Move to…, To manager, Team email, Done, Reply & delete and Create task.

Add, change, reorder and delete them in Settings › Quick steps. A quick step never sends mail by itself: reply, forward and new message only open the message for you.

Spam and held mail

• A message in Spam says why it's there. Select Not spam, or Not spam, always trust the sender. Report spam with !.
• Some suspicious mail is held for review instead of delivered. Find it under More › Held for you, with the reason and a safe preview. You can release it to your inbox, release it and always trust the sender, or delete it. Some messages can only be released by an administrator.
• When something new is held for you, you get one notice a day at most.

Help from AI

If your organisation has turned AI on, these features run on your organisation's own servers:

• Ask MGRM (the sparkle button at the top): ask a question in plain words. It answers from your mail, the chats you're in and the files you may open, and says where each fact comes from.
• Summarize conversation, with action items you can add to Tasks. Long messages offer Get the gist.
• Smart reply, Help me write and Polish (formal, shorter, longer, proofread, friendlier). Nothing changes in your message until you choose Insert or Replace; Ctrl + Z undoes a Replace.
• Summarize this file on attachment cards.

Every answer is labelled AI-generated — check it. AI can be wrong, so check facts, names and dates before you act on them.

Turn features off for yourself, or delete what was kept for Ask, in Settings › General › AI features. Faster answer gives a quicker, simpler answer. There is a limit on how many requests you can make each hour.

Using mail offline

Turn on Settings › Offline › Enable offline mail on each computer where you want it. Your Inbox, Starred and Sent mail from the last 30 days (up to 500 messages) is saved, unless your organisation set other limits. You can read and search it, and messages you send offline go out once you're back online. Attachments aren't saved.

Only turn this on for a computer you don't share. Mail is saved encrypted in the browser and deleted when you sign out.

Mail on your phone or computer

Mail apps such as Outlook, Apple Mail and Thunderbird sign in with an app password:

1. Turn on 2-Step Verification on your MGRM Account → Security.
2. Under App passwords, create one named after the device. Copy it; it is shown once.
3. Connect your apps, on the same page, shows the server names and ports, with step-by-step guides. For iPhone, iPad and Mac you can download a profile that sets it all up.

You can remove an app password at any time. If your password is reset, make new app passwords. Your organisation can turn mail apps off.

Shared mailboxes

If a shared mailbox (such as support@) is shared with you, it appears under Shared mailboxes in the folder list. A lock means you can only read it. Depending on your rights, you can reply from it, or on its behalf, by choosing it in From.

Snooze, labels, follow-up, quick steps, filters, AI and offline mail are for your own mail and aren't offered there. Search stays in your own mail. In mail apps the shared mailbox appears under Shared.

Keyboard shortcuts

Press ? for the full list. Turn shortcuts on or off in Settings › General.