Read email threads and receipts

Use the original thread to verify who said what and what your agent actually sent. A summary helps you find the exchange, but it is not the original message.

Open it

On desktop or mobile, open Home → History → Emails. Select the person or subject for the exchange you need.

Read a thread

1. Check the subject, participants, and time.
2. Read the concise outcome if one is available.
3. Expand Original messages for the actual content.
4. Expand Earlier messages when quoted history is collapsed.
5. Open Details for the agent's actions, still-pending items, or wrapped-up work.

A connected Gmail exchange can offer Open in Gmail. In those threads, your own outbound messages are identified as yours. Do not attribute every sent email in a personal mailbox to your agent.

Check the result you care about

Look for the sent content, audience, attachments, and any commitment. “Drafted a reply” and “sent a reply” are different results. If the thread is waiting on another person, ask for a deadline or reminder rather than assuming the exchange is finished.

For important wording, open the message and its source instead of copying a generated paraphrase. If an attachment is not available in the record, ask for it or open the provider's original thread.

Continue the same matter

Use the related Action Center item or Chat to give the next instruction. State the audience and boundary: “Prepare a reply to just the sender, keep the same subject, and show me the attachment before sending.”

Change default reply behavior in Settings → How your agent works; a History view is for reviewing records. Correct mistaken identity through the available person-profile action.

If the thread cannot be loaded

Use Retry. Check connection status and the current account. A warning about incomplete or older history means the visible list may not include everything. Contact support with the subject, time and timezone, and source account if the original exists but the view still fails.