Overview
Insightly now groups related emails into threaded conversations, the same way Gmail and Outlook do. Instead of seeing individual emails scattered across a record, you see the full back-and-forth history of a conversation in one place.
This change is available to Synced Email account users. Classic Email account users receive a redesigned email interface and a new send/reply modal, but not threading.
What's New
Threaded Conversations (Synced Email Accounts)
Emails that belong to the same conversation are now grouped together automatically. You'll see:
- A thread counter showing how many emails are in each conversation
- The full conversation history in one view, including both sent and received messages
- Threads across all email views: All Emails, Sent, Received, Shared, Scheduled, and any custom views you've created
- Threads in the Activity tab on Contacts, Organizations, Opportunities, Projects, and other records
Redesigned Email View (All Users)
All users will see an updated email interface, regardless of account type. The refreshed layout includes:
- Header: Subject line, star icon, reply/forward buttons, AI features, print, and an actions menu
- Top section: Thread owner, participants, tags, and timestamps
- Tabs: Details (full conversation history), Comments, Related records, and Tasks
- Actions menu: Create Opportunity, Project, Task, or Lead; manage permissions; delete
- Email tracking events (opens, clicks) are now shown within each individual email in the thread, so you can see exactly which message triggered the activity
New Send/Reply Modal (All Users)
Composing a new email and replying to an existing one now use a single, consistent modal. It works with both Classic and Synced email accounts and includes:
- Multi-account selection: If you have multiple email accounts connected, choose which one to send from
- Recipient management: Search for contacts as you type; recipients appear as removable chips
- Email templates: Pick a template from the dropdown to auto-populate the email body. Templates are available when sending as individual emails; they are not supported for group email.
- Merge fields: Insert contact-specific fields (first name, company, custom fields) that resolve automatically per recipient. Merge fields work with individual sending only; they are not available for group email.
- Individual vs. group sending: Individual sending (the default) sends a separate email to each recipient — templates and merge fields work here. Group email puts everyone on the same thread, but does not support templates or merge fields. Choose the mode that fits the situation.
- Scheduled sending: Pick a future date and time for automatic delivery
Note on per-recipient editing: The preview step in the modal now shows how merge fields will resolve for each recipient. You can no longer edit the email body per recipient within a single send action. If you need to send different content to different people, compose and send separately
AI Features (All Users)
AI capabilities have been updated to work on entire threads rather than individual emails:
- Summarize Thread:
- Generates a concise summary of the full conversation history
- Generate Reply:
- Creates a context-aware draft reply based on the full thread, inserted directly into the send/reply modal
Settings Being Removed
"Open Gmail for Google Apps to Send Emails"
This setting is no longer available. Clicking Reply now opens the reply modal inside Insightly instead of redirecting to Gmail. If you prefer to use Gmail or Outlook directly, you can still access them outside of Insightly as usual.
Custom Email Layouts
The Email Object has been removed from System Settings > Objects & Fields. Custom email view layouts are no longer supported.
If your account had custom email layouts, you will have received a direct communication from Insightly before this change took effect. If you have questions about how to replicate a previous workflow, contact Insightly Support.
Impact by Account Type Synced Email Account Users
You will see the full set of changes:
- Emails display as threaded conversations instead of individual records
- Thread counters show how many emails are in each conversation
- AI Summarize and Generate Reply work across the full thread
- Replying opens the modal inside Insightly; no redirect to an external client
Classic Email Account Users
You will see:
- The redesigned email interface
- The new send/reply modal with templates, merge fields, and scheduling
- Replying opens the modal inside Insightly
Threading is not available for Classic Email accounts due to architectural limitations. To access threading, connect a Synced Email account. Go to User Settings > Email Settings > Add Account > Synced Email Account.
Frequently Asked Questions
Will my existing emails be affected?
Emails that are part of the same conversation will be grouped automatically. You won't lose any email records; they'll just appear organized into threads.
Can I still send emails to multiple contacts?
Yes. Individual sending remains the default: each recipient gets their own separate email, exactly as before. Group email (where all recipients are on the same thread) is now also available if you need it.
What happened to my custom email layout?
Custom email layouts are no longer supported. Affected customers were contacted directly before this change was made. If you need help adjusting your workflow, reach out to Insightly Support.
How do I access threading if I'm on Classic Email?
Go to User Settings > Email Settings > Add Account > Synced Email Account, and connect your Google or Microsoft account. Once set up, threading will be available automatically.
Where do I see email tracking events (opens, clicks)?
Tracking events are now displayed within the individual email in the thread that triggered the activity, rather than at the top of the email view. This makes it easier to see exactly which message a contact opened or clicked.
Need help?
Contact Insightly Support or visit the Help Centre for additional articles on email setup and configuration.