The Wraptor handbook

Inbox (WrapMail) — your shop's email, built into Wraptor

Who it's for

The owner or manager who handles customer email — quote questions, "how much for a full wrap," design back-and-forth, and replies to the quotes and invoices Wraptor sends out. WrapMail gives your shop a real email address that lives inside Wraptor — or connects the mailbox you already use — so customer conversations sit next to the jobs and customers they belong to instead of getting lost in a personal Gmail.

The Inbox is a gated surface. Opening it needs the Shared Inbox permission. The built-in Manager role has it; the built-in Designer, Production and Installer roles do not. If a front-desk person works your email, give their role Shared Inbox in Shop → Team → Roles & Permissions.

Where it fits

WrapMail is the communication layer that wraps around the whole job lifecycle. A stranger emails asking about a wrap → you turn that email into a job or a draft quote in one click. You send a quote → the customer's reply lands back in your inbox, threaded to the job. See workflow-map.md for the full lifecycle and personas.md for who does what.

Customer email needs a paid plan or a live trial — WrapMail needs a paid plan. During the 7-day trial, connect the mailbox you already use (Sign in with Microsoft, or an app password for Gmail and others); it sends and receives inside Wraptor. A hosted @wrapmail.net address is for paying shops only and is not available during any trial. Wraptor Starter includes one address, Wraptor Shop up to three, Wraptor Fleet up to five. There is no free plan: a shop without a plan lands on the plan picker instead of the Inbox, and its data is kept. Directory and website inquiries land in the separate Lead Inbox at Leads — see marketing.md.

Overview

WrapMail is a full email client inside your dashboard. Your shop runs on one mailbox at a time, and you pick which:

A WrapMail inbox we host. Wraptor mints an address on wrapmail.net from your shop name (something like yourshop@wrapmail.net) in one click. Nothing to configure at a provider.
The mailbox you already use. Connect Gmail, Google Workspace, Outlook or Microsoft 365 with an app password. Wraptor sends from your existing address and reads both incoming and sent mail.

Either way, every customer-facing email your shop sends — quotes, proofs, invoices, receipts, status updates, and any free-form message you write — goes out from that address, and replies come back into your Inbox. Settings shows the exact rule in one line at the top of Customer messages: Customers see mail from … · replies go to … · Change → Email accounts.

On a WrapMail address the Inbox also sorts mail for you: a classifier reads each incoming message and tags it (Job Lead, Customer, Business, Personal, Newsletter, or Spam), so the messages that matter float to the top in the Smart Inbox view. Mail from someone already in your customer list is matched to that customer automatically and tagged Customer. Mailing-list mail (anything with an unsubscribe header) is tagged Newsletter, and other automated notifications Business, without the classifier reading them. Each message the classifier does read counts toward your plan's daily incoming emails read by AI allowance (Plans); past it, or without an active trial or membership, new mail is tagged Business so it still shows in Smart Inbox. The tagging is WrapMail-only — mail synced from your own connected mailbox arrives untagged (it still shows in Smart Inbox, and it still links to the customer whose address it came from). Either way, replies inside a job's thread show that job's number.

You can read, reply, compose, star and search. You can spin up a job or a draft quote straight from an inquiry. Mail that arrives at a WrapMail address and looks like a real inquiry is also captured into your Lead Inbox, so it lands in the leads list as well as your mailbox. And if you're on a WrapMail address and would rather not live in the dashboard all day, Wraptor can forward every incoming message to your normal personal email — you just reply inside Wraptor to keep the conversation threaded. A private inbox (set to Only these people) is left out of both: its mail is never copied into the Lead Inbox or forwarded.

Emails carry attachments both ways, within a size cap and a file-type allowlist. Automated customer mail also respects two timing controls: a send-later schedule on the previews Wraptor shows you, and a shop-wide quiet hours window that defers automated sends — never your manual ones — to a more polite hour.

Inbox (/inbox) Reached from Inbox in the sidebar — it sits at the top of the rail. On a phone the bottom bar carries Jobs, Scheduling, Money and Customers, so the Inbox is one tap further, under More.

The page has three states:

Unlock WrapMail — a shop without an eligible plan, such as one whose membership lapsed. Buttons: Unlock WrapMail, and Turn it off — hide from my sidebar (which removes the Inbox link; Show in my sidebar puts it back).
Your inbox isn't set up yet — nothing connected. Shows the two setup cards side by side.
The mail client — once a mailbox is connected.

The client is a three-pane layout:

Folder rail (left) — a Compose button, five views, then Sync and Email settings (which opens Settings → Email accounts). On a phone or narrow tablet the rail is hidden: the five views become a strip of tabs, and three buttons beside the search box carry Compose, Sync and Email settings.
Message list (middle) — the emails in the selected view, newest first, with a Search emails... box on top and, when your shop has more than one address, an All inboxes filter. Each row shows a star, the sender (or To: … on sent mail), the time, the subject, a one-line preview, the tag chip if the message has one, the customer's company name, the job number, and a dot when the message is unread. The list opens on the newest 50; when there are more, Load older emails at the bottom pulls in the next 50 (searches too). Empty state: No emails in this view.
Reading pane / composer (right) — the selected email's full thread, or the compose form.

The five views in the folder rail:

Smart Inbox — the default. Incoming mail only: job leads, known customers, general business mail, and anything not yet tagged. Newsletters and spam are hidden.
All Mail — everything, inbound and outbound.
Job Threads — mail tagged as a job lead or an existing customer. Untagged mail never lands here, so on a connected own mailbox this view stays empty.
Sent — messages you've sent.
Starred — anything you've starred.

New mail arrives on its own: the list re-reads every 25 seconds and briefly highlights when the count grows. Sync pulls a pass immediately.

Settings → Email accounts (/settings?section=email-accounts) Where you set up, inspect and disconnect the mailbox: the WrapMail / Your own inbox mode switcher, Sending and Receiving status dots, the address list with Copy and Disconnect, and Add another address when your plan has room. A connected own mailbox also gets Sync now and Disconnect & delete password. On the WrapMail path a Sync, forwarding & per-job addresses section holds Gmail forwarding, Email Forwarding, and a Per-job email address note — informational only: per-job BCC/forward addresses aren't switched on, so don't route mail to one. See settings.md.

Settings → Customer messages (/settings?section=email) Where the automated customer mail lives: the sender line, every message your customers can get, Quiet hours with its timezone picker, and the Activity timeline (what was queued, sent, delivered, opened, bounced or canceled).

Job → Email tab A composer for that customer, the job's Email Thread, and a Sent Emails list. Anyone who can open the job sees it, so mail filed under a private inbox (Only these people) shows only to the people granted that inbox — that includes mail synced from a teammate's own connected email linked to a private inbox. Quotes, invoices and other shop mail show to everyone on the job.

Job → Customer tab What we've sent them — the same message history the Activity timeline shows, narrowed to that job.

Capabilities

Setting up your inbox

Get a WrapMail inbox → Create my inbox. Wraptor provisions an address on wrapmail.net from your shop name and confirms with "Your WrapMail address is ready — you can send and receive right away."
Use your own email → Connect with app password. One app password does send and receive; it pulls in the last 30 days, then syncs every 30 minutes.
One mailbox at a time. To switch, disconnect the one you're on first.
Disconnect takes an address out of service after a confirm step ("Disconnect this address? Its email history stays." → Yes, disconnect). Disconnecting your own mailbox is Disconnect & delete password, which also removes the stored app password.
On Wraptor Shop and Wraptor Fleet, Add another address mints extra inboxes (three and five respectively) — separate sales, production, or a second location. Extra mailboxes bought as an add-on raise that ceiling; see plans.md.

Reading and replying

Click any message to open the full thread in the reading pane.
Reply opens the composer pre-filled with the recipient and a Re: subject. A reply stays pinned to the inbox the thread arrived on, so its From address never silently changes.
HTML emails render inside a sandboxed frame; plain-text emails show as text.

Composing

Compose opens a blank message: From (only when your shop has more than one address — one you can't send from is listed but greyed out), To, Cc (optional), Subject, and body. Send or Discard.
As you type in To, Wraptor suggests matching customers from your customer list — it looks at company name, contact name and email address — so you can pick the right address without copying and pasting.
Attach files with the paperclip.

Attachments

Attachments on an inbound email show as chips under that message — an image thumbnail for photos, a filename/size chip for everything else.
Click a chip to open it, or use the download icon to save it.
Save to job copies an attachment onto the linked job's Files tab. It only appears once the email is filed against a job.
Limits: 10 MB per file and 25 MB per send.
Allowed types: images (jpg, jpeg, png, gif, webp, heic, heif), PDF, Word / Excel / PowerPoint, and plain text (txt, csv, rtf). Executables, scripts, HTML and SVG are refused — on the way out with a message under the composer, on the way in by being skipped.

Send-later and quiet hours

When Wraptor shows you a preview before sending an invoice or a proof, you can click Schedule for later, pick a date and time, and click Schedule Send instead of sending immediately.
Quiet hours (Settings → Customer messages, off by default) sets a daily window — in your shop's local time — during which automated customer messages are held and released when the window ends. Pick your Timezone in the same card first: turning the switch on without one is refused with "Pick your timezone first".
Manual sends are never held. Anything you press Send on — a quote, an invoice, a proof, a Compose message — goes out immediately, as do approval confirmations, payment receipts, and booking confirm/decline/change mail.
Settings → Customer messages → Activity lists everything queued — your send-later picks and anything quiet hours deferred — with a Cancel button on each row before it goes out.

Organizing

Star a message from the list.
Search matches the subject, sender name, sender address, and recipient.
The Inbox has no mark-as-read control. A message's read state is set once, when Wraptor stores it, from what the mailbox said at that moment; opening it here doesn't clear the dot.

Linking to your records

A message from an address that matches a customer — or one of that customer's contacts — is linked automatically and shows their company name.
A reply inside a job's thread is filed against that job and shows its number.

Turning email into work

Create Job on an inbound email. Wraptor finds (or creates) the customer from the sender's address, opens a new job using the email's subject as the title and its body as the description, files it at your default workflow stage, and opens the new job's card on the Jobs board so you can add the vehicle and due date. The confirmation also carries an Open job button. The email is retagged Customer. The job goes to your shop's default location when you work there, otherwise to the first location you're assigned to. It needs the Jobs permission as well as Shared Inbox, and a shop without an active plan is held to its one active job, as with any new job.
Draft Quote on an inbound email reads the AI-extracted details and creates a DRAFT quote — never sent on its own. It comes back priced as Good/Better/Best when Wraptor can identify the vehicle and price the service by area, and as an unpriced draft when it can't. The confirmation's Open quote button takes you to the draft. It needs the Billing & Quotes permission as well as Shared Inbox. See Quotes.
Email leads. Mail arriving at a WrapMail address that the classifier reads as a genuine inquiry is also captured into your Lead Inbox under Email leads. So is an inquiry a team member forwards to the inbox from their own address — Wraptor parses the forwarded original and files the real sender as the lead. A private inbox (Who sees this inbox set to Only these people) is never captured: the Lead Inbox is open to everyone with Marketing access, so its mail stays with the people granted that inbox.
The email lead follows its conversation. An email lead and the Inbox conversation it came in on are one inquiry. Replying to the customer in the conversation marks the lead replied (a reply to the teammate who forwarded it doesn't), so it stops counting as waiting on you on the Leads page, the Leads badge and the dashboard. Create job or File to job on any message in it makes that job the lead's. If the lead was already converted from Leads, its conversation is filed onto that job: Create job here opens the existing job ("Already linked to a job — Opening it."), and Draft quote opens that job's draft instead of starting a second quote. A customer writing again in the same conversation shows on the existing lead as Customer replied rather than becoming a new lead. The lead card's Open thread in Inbox link brings you here with that conversation already open in the reading pane — wherever it sits in the list, and whichever inbox tab you were on — and marks it read. Reply answers from the inbox the conversation arrived on. If the conversation is in an inbox you can't read, the Inbox opens as usual with a short "Couldn't open that conversation" note.

Forwarding

On a WrapMail address, turn on Email Forwarding in Settings → Email accounts to have every incoming message copied to your personal inbox. Wraptor forwards to your explicit forwarding address if you set one, otherwise to your shop email, otherwise to your sign-in email. Mail to a private inbox is never forwarded. Off, the line reads "Customer replies stay in Wraptor only."
Shops on their own connected mailbox don't get the section at all — the mail is already in that mailbox.

AI assists (see ai.md)

AI Reply drafts a response to an inbound email; review it in the AI Draft Reply panel, then Use & Reply, Copy, or Dismiss. It works on any inbound message.
On a WrapMail address, each incoming message gets a tag chip, and an inbound email Wraptor has read as a job request carries an AI detected: badge naming the vehicle and service it found.

Step-by-step tasks

Set up your shop email (one time)
1. Open Inbox from the sidebar. If nothing is connected you land on Your inbox isn't set up yet.
2. To use a hosted address: on Get a WrapMail inbox, click Create my inbox. Your address appears and you can send and receive right away.
3. To keep your existing address: on Use your own email, click Connect with app password, then enter the address and the app password. Wraptor pulls the last 30 days and syncs every 30 minutes after that.
4. From then on, all customer emails send from here and replies return to your Inbox.
Read and reply to a customer
1. Open Inbox from the sidebar (on a phone, More → Inbox).
2. Stay on Smart Inbox (or pick All Mail).
3. Click the message to read the whole thread.
4. Click Reply, type your message, and click Send. Your reply is threaded into the conversation and appears in Sent.
Draft a reply with AI
1. Open an inbound email in the reading pane.
2. Click AI Reply. A draft appears in a panel.
3. Read it. Click Use & Reply to drop it into the composer, Copy to grab the text, or Dismiss.
4. Edit as needed and Send.
Turn an inquiry into a job
1. Open the inbound inquiry in the reading pane.
2. Click Create Job.
3. Wraptor creates (or reuses) the customer from the sender's email and opens a new job titled from the email subject, at your default workflow stage. The new job's card opens on the Jobs board so you can finish filling it in (the confirmation's Open job button gets you back to it). Your shop needs a default location first, or the button answers "Add a shop location in Settings before creating jobs from email."
Send a new email to a customer
1. In the Inbox, click Compose.
2. If your shop has more than one address, pick the one to send from under From.
3. Start typing the customer's name in To and pick them from the suggestions (or type any address).
4. Add a Subject and your message; optionally add a Cc.
5. Click Send.
Forward your WrapMail address to your personal inbox
1. Go to Settings → Email accounts.
2. Open Sync, forwarding & per-job addresses, find Email Forwarding, and toggle it on. Wraptor shows where messages will be forwarded.
3. Reply from inside Wraptor (not from your personal client) so the conversation stays threaded on the job.
Send or receive an attachment
1. Composing or replying: click the paperclip, choose a file (up to 10 MB), and repeat for more files (up to 25 MB total), then Send.
2. Receiving: open the message — attachments show as chips under the body. Click one to open it, use the download icon to save it, or Save to job to copy it onto the linked job's Files tab.
Set up quiet hours
1. Go to Settings → Customer messages and scroll to the Quiet hours card.
2. Pick your Timezone from the select in that card — the switch won't turn on without one.
3. Toggle Quiet hours on and set From and To (your shop's local time, e.g. 10:00 PM to 7:00 AM). Automated sends inside that window queue up and release when it ends; your own manual sends are unaffected.
Cancel a scheduled or deferred email
1. Go to Settings → Customer messages → Activity.
2. Find the queued row you want to stop and click Cancel. The toast reads Canceled, with the message that won't be sent underneath.
Give a front-desk teammate the Inbox
1. Go to Shop → Team → Roles & Permissions.
2. Grant their role Shared Inbox. Until then the Inbox link doesn't appear for them and /inbox refuses.

Settings & permissions

It needs a paid plan or a live trial. Your own connected mailbox works on a paid membership or during the live 7-day trial. A hosted WrapMail address is paying shops only — during a trial the setup screen leads with Use your own email and marks WrapMail Paid plans. Wraptor Starter includes one address, Wraptor Shop up to three, Wraptor Fleet up to five. There is no free plan; a shop without a plan lands on the plan picker, and canceling keeps its data. See plans.md. Directory and website leads live in the Lead Inbox (see marketing.md).

It needs the Shared Inbox permission. The Inbox is the shop's customer email, so it is not a staff-wide surface. The built-in Manager role holds Shared Inbox; Designer, Production and Installer do not. Grant it per role in Shop → Team → Roles & Permissions.

Setup is required. Even on a paid plan, the inbox doesn't exist until someone creates a WrapMail address or connects a mailbox. Until then /inbox shows the setup chooser, and sends and syncs report that email isn't set up yet.

Setting the mailbox up is an owner/manager job. Creating a WrapMail address takes the same standing as billing: the shop owner, or a Manager who also holds Billing & Quotes. A teammate with only Shared Inbox can work the mail but not mint the address — they get "Only the shop owner or a manager can manage billing."

When the Inbox link appears. The link shows in the rail when your shop has customer email or hasn't dismissed the upsell — a locked shop still sees the link, which lands on the Unlock WrapMail screen. Once you click Turn it off — hide from my sidebar, the link disappears until you show it again or subscribe.

Sending address. Your customer-facing address is whichever mailbox you set up. On a WrapMail inbox, mail goes out under your shop's name from the WrapMail address, replies come back to it, and your shop contact address is CC'd. On your own connected mailbox, mail goes out from that address and replies go to your shop contact address. A shop with neither falls back to noreply@wraptor.app under your shop's name, with replies pointed at your contact address. The live answer is printed on the sender line at the top of Settings → Customer messages.

Quiet hours are opt-in and off by default, and they need a timezone. Only automated messages wait — nothing you press Send on is ever held.

Mailboxes above your plan's limit go view-only. If you drop to a smaller plan, extra addresses stay readable and are marked view only; replies pinned to one are blocked with a note rather than re-sent from a different address.

Tips & common pitfalls

Set up email before you expect replies. Quotes and invoices can be drafted first, but customer email only flows once a mailbox is connected.
Reply inside Wraptor. If forwarding is on and you reply from your personal email instead of from the Inbox, that reply won't be threaded back onto the job. Use the forwarded copy as a heads-up, then answer in Wraptor.
Disconnecting doesn't erase your mail. Wraptor confirms it: "Its email history stays in WrapMail." Disconnecting is still how you switch between a WrapMail address and your own mailbox, so don't use it as a quick toggle — and on your own mailbox it deletes the stored app password, which you'll have to enter again.
Opening a message doesn't clear its unread dot. There is no mark-as-read control here, and nothing rewrites the read state after the message is stored.
AI tags are a starting point, not gospel. On a WrapMail address the Smart Inbox hides newsletters and spam based on automatic tags. Check All Mail occasionally so a mis-tagged real customer doesn't slip past you.
A bounced customer email rings a bell. Email to {address} bounced, with the subject underneath. Nothing is unsubscribed or corrected for you — fix the address on the customer record and send again.
"Create Job" reuses customers by email. If the sender's address exactly matches a customer's email (letter case ignored), the new job attaches to that existing customer rather than making a duplicate. If they emailed from a new address, a new customer is created — tidy it up later in Customers.
Two inboxes, two purposes. /inbox is WrapMail — your shop's real customer email: a WrapMail address on a paid plan, or your own connected mailbox on a paid plan or trial. /leads is the Lead Inbox — directory and website leads, plus the Email leads a WrapMail address feeds it. They look similar but are different tools; see marketing.md.
Attachments have a type allowlist, not just a size cap. 10 MB per file and 25 MB per send apply to everything, but only images, PDFs, Office documents and plain text get through. An executable, script, HTML file or SVG is refused even under the size limit.
Newsletters and marketing blasts are separate. Sending bulk newsletters is a marketing feature, not part of this inbox — see marketing.md.
Draft Quote lives here too. Inbound inquiries can become a draft quote in one click — see Quotes.

Marketing — the Lead Inbox, directory leads, the Email leads this inbox feeds, and paid newsletters.
AI (Rex) — AI reply drafts and the job details Wraptor extracts from an inquiry.
Jobs — turn an email into a job; each job has an Email tab and a Customer tab of its own.
Customers — emails auto-link to customers; composing suggests customer addresses.
Quotes — draft a quote straight from an inbound inquiry with Email-to-Quote.
Autopilots — the automated sends that quiet hours governs, with what each one has sent.
Settings — Email accounts (set up, forward, disconnect), Customer messages (timezone, quiet hours, Activity, every automatic customer email).
Quotes, Invoicing & billing, Proofs — the customer emails these modules send all go out from your shop's mailbox.
Plans — which plans include customer email, and how many addresses.