Three gestures, three places. You reply from the bar under the last email. You forward from the ”⋯” menu of the email to forward, or from “Other actions”, the ”⋯” at the end of that bar. You write to someone who has not written to you yet from the “New email” button.
In all three cases, the email goes out from the shared mailbox’s address, not yours, and your signatures are added when it is sent, unless you remove them for that email.
Reply
Under the last email, the bar offers “Reply”, or for example “Reply to Élodie” when you’re on the email. The reply opens in the bar’s place, already addressed. On a phone, it takes the whole screen.
At the top, two tabs: “Reply” and “Team note”. Each keeps its own text when you switch to the other. See Leave a team note.
By default, the reply goes to the person who wrote the latest email received
in the conversation. The other people who were in To or Cc on that email are
put in Cc: it is the same as replying to all. Your mailbox’s own address is left
out. The subject is kept with Re: in front.
To answer another email of the conversation, a question asked two emails earlier or an email from the team that got no answer, open that email’s ”⋯” menu and choose “Reply to this email”. The reply then takes its recipients and its subject, and quotes that email. At the top of the reply, “Replying to the email from Paul Durand, Oct 12, 2026, 2:32 PM” names the email chosen, and “Show the email” finds it in the conversation. If a newer email has arrived since, the reply says so, and “Reply to the latest” goes back to the latest email received. A reply you have started keeps its text when you change emails; there is one reply in progress per conversation.
The editor offers bold, italic, underline, link, colors, highlight, lists, fonts, sizes, alignment and tables: see Formatting an email.
For a link, select the text and press Cmd + K (Ctrl + K on Windows), or click “Insert link”. A small panel opens under the toolbar, with the address and the text. Enter applies, Esc cancels. With the cursor in an existing link, the same shortcut opens “Edit link”, with a “Remove link” button.
Send, and file the email or not
At the bottom, two buttons, each saying what it does:
- “Send and mark done”: the email goes out and the conversation moves to “Done”. It is the usual case, when the exchange is over. A “Reply sent, moved to Done” message offers “Undo”: the conversation goes back to do, and your reply has still gone.
- “Send”: the email goes out and the conversation stays to do. Use it when you are waiting for an answer. If it was already done, it comes back into the list.
On a phone they are one above the other, “Send and mark done” on top.
Filing a reply in “Done” does not archive it in Gmail or Outlook: only “Mark done” does. The Cmd + Enter shortcut (Ctrl + Enter on Windows) is “Send and mark done”.
If the person replies later to a conversation filed in “Done”, it comes back by itself. You do not have to plan for it.
Once sent, your reply shows in the conversation with “Sent by you”, and the mailbox’s address on the line under it. The other members read your first name, for example “Sent by Claire”: the team knows who replied.
Change the recipients or the subject
At the top of the reply, a line sums up the recipients. Click it to edit the recipients and the subject; “Cc, Bcc” opens the copy fields. Handy to copy in a member, take someone off the copy, or fix a subject that no longer means anything three weeks later.
As you type an address, Trupeo suggests the mailbox’s matching contacts. Enter, comma, semicolon or Tab confirm an address typed in full.
When you add someone who was not part of the conversation and the history is included, Trupeo tells you: “A new recipient isn’t part of this conversation, so its history will be included to give them the context.” That is on purpose: the person is joining partway through.
Quoted history
Under your reply, the line “History included”, followed by “Show” and “Remove”, tells you that Trupeo quotes the email you are answering, after a line that gives its date and its sender. Your recipient finds the conversation without searching. “Show” shows you what will be attached. “Remove” sends your text alone, and “Put back” quotes it again.
If a member replies at the same time
Two replies to the same person is what Trupeo prevents. As soon as a member starts writing a reply, the others read under the subject, for example, “Camille is writing a reply”. If they open the reply, it shows “Camille is replying” and stays locked. You can still leave a team note meanwhile.
If you started writing at the same moment, Trupeo shows “Someone is already replying. Your text is kept.” Nothing you typed is lost.
Forward
Each email of the conversation has its ”⋯” menu, at the top right of the unfolded email. On the email the forward carries, choose “Forward this email”: the “Forward this email” panel opens under the conversation.
“Forward” is also in “Other actions”, the ”⋯” at the end of the bar under the last email, on a computer as on a phone. It forwards the same email, without unfolding it.
The forward carries the latest email received in the conversation, with its images and its attachments, under a header that recalls the original sender, recipients and subject.
- Recipients: To, and Cc or Bcc if needed. The mailbox’s contacts are suggested as you type. Ten recipients at most, counting To, Cc and Bcc together.
- Subject: prefilled with
Fwd:in front of the original subject, and editable. - Message: a word above the forwarded email is required. The “Forward” button stays inactive while the field is empty.
The forward opens a conversation of its own, linked to the original. Once sent, it does not show in the original conversation:
- The original conversation keeps its state and the person on it. Between its emails, a line notes “Camille forwarded this email”, with an “Open the forward” link.
- The new conversation is yours and filed in “Done”: it waits for the recipient’s answer, not for the team. A line in it says “Camille forwarded this email from another conversation”, with an “Open the original conversation” link, and it stays in the same scopes as the original.
If the recipient replies, the reply arrives in the forward’s conversation, which comes back to do for you. The original conversation is not touched, and “Reply” there still writes to the person who wrote to you.
Write a new email
On a computer, the “New email” button (once called New message) is at the top of the column on the left, under “Search”. On a phone, it floats over the list. It opens a “New email” window: To, Cc, Bcc, subject, message. A recipient and a subject are required.
From a contact’s card, “New email” opens the same window, already addressed to that person, at their primary address. To write to another of their addresses, the “Write” button beside that address, in the card’s email addresses, opens the same window addressed to that one.
For a long email, the “Enlarge the compose window” button, beside the cross at the top of the window, enlarges it: a large window in the middle of the screen on a computer, the whole screen on a phone. The same button makes it small again. Trupeo remembers your choice for next time, in this browser.
The email goes out from the shared address, and the conversation it starts shows in the mailbox like the others.
On a mailbox with scopes, the “Scope” field says which one the conversation will be born in. If you see the whole mailbox, it offers “Whole mailbox” by default and each of the scopes. If you are limited to scopes, the conversation is born in yours, and the window says so; with several, choose the email’s one before sending.
Open email links with Trupeo
On a website, a click on an email address link (a mailto link) can open a new email in Trupeo rather than elsewhere. In your settings, on the “Profile” page, the “Open email links with Trupeo” line and its “Open them with Trupeo” button ask your browser, which asks you to confirm. Chrome, Edge and Firefox allow it, Safari does not. The Trupeo app installed on a computer from Chrome or Edge opens these links too.
The new email opens in the mailbox you last opened in this browser, with what the link holds: recipients, copy, blind copy, subject and message. An address Trupeo cannot write to is left out, and the window names it. If you are signed out, Trupeo asks you to sign in, then opens the email.
Reuse and move recipients
Write to the people of an email. In the ”⋯” menu of an email in a conversation, “New email to these people” opens a new email to everyone on it: the sender and the recipients in To, the copy in Cc, and, on an email the team sent, the blind copy in Bcc. The mailbox’s own address is taken out. Then remove or move whoever you like.
Copy addresses from an email. The To, Cc and Bcc lines of an open email are text: select them with the mouse (or with a long press on a phone), copy, then paste into a recipient field. Each person becomes a recipient again, with their name.
Paste a list. A list copied from Gmail, Outlook or a spreadsheet pastes in one go into To, Cc or Bcc: addresses separated by commas, semicolons or line breaks each become a recipient. What Trupeo cannot read stays in the field, and a line under the field says so.
One recipient, once. An address already in To, Cc or Bcc is not added a second time: the recipient already there flashes.
Move, copy, edit. Click a recipient (or tap it on a phone): its menu moves it to To, Cc or Bcc, copies its address or puts it back in the field to edit it. On a computer you can also drag it from one field to another. With the keyboard, ← from an empty field goes to the last recipient, ← and → move between them, Delete removes one and Ctrl + C (Cmd + C on a Mac) copies it.
Attach a file
“Attach”, with its paperclip, is in the row of buttons next to Send, in a reply, a forward and a new email alike. Click, choose your files, and they appear as chips with their size. The cross removes one. On a phone it opens your phone’s own picker, which offers the camera, your photos and your files.
You can also drag files from your computer onto any part of an open email: “Drop here to attach” shows while you drag, and the files are attached when you let go. A file copied in the Finder or the Explorer (a PDF, a spreadsheet, a ZIP) and pasted into the text (Cmd + V, Ctrl + V on Windows) is attached too.
How much an email can carry depends on the mailbox it leaves from, all files together:
- Gmail: 25 MB per email.
- Microsoft 365 and Outlook: when the mailbox belongs to the Microsoft account that connected it, aliases included, 25 MB per email for a work or school account (Microsoft 365) and 18 MB for a personal account (Outlook.com, Hotmail); 3 MB per email for a shared or delegated mailbox.
- IMAP mailbox: 20 MB per email.
The 3 MB of a shared or delegated Microsoft mailbox is not Trupeo’s choice. A known bug in Microsoft Graph (the service Trupeo sends through), which Microsoft acknowledges publicly, refuses an app’s upload of large attachments to a mailbox shared with you or delegated to you. So Trupeo cannot send more than 3 MB of attachments per email from such a mailbox. To send more, use a regular Microsoft 365 mailbox, connected with its own account, rather than a shared one: see Microsoft 365 shared mailbox or alias.
A file that would take the email over that limit is refused as you pick it, and Trupeo says which limit applies. An email carries 20 files at most.
For a forward, the original email’s attachments count towards that total too. If they take it over the limit, Trupeo refuses the send, tells you, and nothing went out. Use a sharing link for large files.
A team note takes no attachment: it goes nowhere, it has no envelope.
Paste an image
In a reply, a forward or a new email, paste a screenshot (Cmd + V, Ctrl + V on Windows), or drop an image file into the text: the image goes where you put it. It leaves in the body of the email, and your recipient sees it in the text, in Gmail as in Outlook; a few email programs also show it as an attachment. To remove it, delete it from the text: it has no chip.
A pasted image counts as an attachment: it weighs in the total the mailbox can send, and counts among the 20 files of an email (see Attach a file). An image that would take the email over the limit is refused with the same message as a file. Screenshots and ordinary photos (PNG, JPEG, GIF, WebP) go in the text; dropped into the text, an image in another format, such as an iPhone HEIC photo, goes as an attachment.
An image copied from a web page stays in the email. When you paste a passage with its images, or an image that is only a link to another website, Trupeo downloads it and attaches it to the email, like an image pasted from your computer: your recipient sees it without fetching it from the site. The send button shows “Fetching images…” while it downloads. If the site refuses, or the image is too large, it goes as a link to its website, as in Gmail, and a note under the text says so: it shows for the recipient if their email app loads images. Only an image behind an insecure (http) link is removed, with a message.
A file dropped into the text that is not an image becomes an attachment, as if you had picked it with the paperclip. A file dropped anywhere else in Trupeo, outside the email you are writing, does nothing: the cursor shows it while you drag, and Trupeo stays on screen with what you were writing.
A team note takes no image.
Send an email without a signature
When you have a signature, Trupeo shows under the editor which one will sign, with a “Signature:” button to pick another one, or “None” for your part or the mailbox’s: see Your signature. To send one email unsigned, choose “None” for every part in that menu: the button then reads “Signature: None”. Pick a signature again to undo it.
It works for a reply, a forward and a new email. The choice only applies to that email, and a draft keeps it: the next email is signed again.
Keyboard shortcuts
- Cmd + Enter (Ctrl + Enter on Windows): sends the reply and marks it done, sends the forward or the new email, or adds the team note.
- Cmd + K (Ctrl + K on Windows): adds a link, or edits the one the cursor is in.
- Alt + F10: moves from the text to the formatting toolbar.
- Esc: closes the reply and keeps the draft.
Drafts: what is kept, and for how long
Trupeo saves your drafts. What you start writing (a reply, a forward, a new email or a team note) is saved on its own, with its images and attachments. You find it again after reloading the page or on another device: in the “Drafts” view of the column, and with the “Draft” tag in the list. You can close the reply with the cross (“Close, the draft is kept (Esc)”) and come back to it later. A draft is yours alone: the rest of the team does not see it. It is kept until you send or delete it; “Delete the draft” throws the text away, and the “Draft deleted” message offers “Undo” to put it back.
On the other hand, if you open another email, close the tab or reload the page, what you wrote is lost. Closing the forward panel or the “New email” window also clears what is in them. For a long email, write it in one go or prepare the text elsewhere. One exception: if your session expires while you are writing a reply, Trupeo gives it back once you are signed in again, in the same tab. It gives back the text, not the pasted images: Trupeo takes them out and says so, “The images in this reply could not be kept while you signed back in.” Paste or drop them again before sending.
When sending fails
A send can fail for four reasons.
The mailbox is no longer connected. Trupeo shows “This mailbox is no longer connected, so the email was not sent. Reconnect it and send again.” The email did not go out, see Reconnect a paused mailbox.
The email provider refused. Trupeo says so in one sentence and keeps your text. When another try stands a chance, the send button becomes “Try again”. When a Microsoft 365 administrator has to act, “See how to fix it” leads to the article that explains it.
The attachments go over a shared Microsoft mailbox’s 3 MB. This happens with a forward, whose original attachments count too. Trupeo refuses the send before anything goes out, and says that a known Microsoft bug keeps it from sending more than 3 MB of attachments per email from that mailbox. Send it with fewer or smaller attachments; to send more, use a regular Microsoft 365 mailbox, connected with its own account.
Microsoft refused the email’s size. Trupeo shows “The email was not sent: Microsoft refused it as larger than it lets this mailbox send. Remove some attachments, then send it again.” The email was under what Trupeo lets the mailbox send (25 MB for a work or school account, 18 MB for a personal account, 3 MB for a shared or delegated mailbox), but Microsoft can refuse it below that: a Microsoft 365 administrator can set a lower limit on a mailbox, and a personal account (Outlook.com, Hotmail) counts the whole email, its text included, into its 25 MB. Microsoft does not tell Trupeo before the send. Send it with fewer or smaller attachments, ask your administrator for the mailbox’s limit, or share a link to large files from your own online storage.
For a reply or a forward, nothing shows in the conversation until the email provider has accepted the email: an email shown as sent really was. For a new email, the conversation can be created before the failure: the email shows in it with “Not sent”, “This email was never sent.” and a “Try again” button.
What comes next
To discuss an email without the person who wrote to you seeing it, see Leave a team note. For what gets added at the bottom of every email, see Your signature.