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AI Assistance: Handlet uses AI for intent recognition and, where enabled, drafts, summaries, quote support, social content and call assistance. AI output can be wrong and should be checked before use. Learn More

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How Messages Arrive

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HANDLET LIMITED · Company number 16962053 · Registered office: 27 Wright Way, Sawtry, Huntingdon, Cambridgeshire, England, PE28 5WW · support@handlet.ai

Getting Started
Onboarding

Connecting Gmail
Connecting Outlook
Connecting Custom Email
Tone Preview
How Tone Inference Works

Inbox

Using the Inbox
Conversation States
Why Messages Are Grouped

Messages

How Messages Arrive
Review Before Send
When Messaging Fails

Settings

Channels And Tone
Recalibrating Tone
What Confidence Means

Trust And Safety

AI Transparency
Keeping Your Account Secure
What Gets Logged

Quote widget

Website quote widget
Troubleshooting the quote widget

How Messages Arrive

What happens when a connected channel sends a message into Handlet.

When a connected channel receives a message, Handlet imports it into the workspace and normalizes it for the inbox.

What happens next

The provider sends message data to Handlet.
Handlet records the message with channel metadata.
The message is associated with a customer and conversation when possible.
The inbox updates so your team can review it.

Attachments and metadata

Messages may include provider metadata, thread information, and attachments. Handlet uses this information to keep customer context together.

© 2026 Handlet. All rights reserved.