Conversations, Folders, Tags & Categories
Threads with reply, reply all, forward, drafts and attachments; fixed and custom folders; one colored tag per thread; company categories; starred and flagged views; live updates.
Employee & HR Experience · My Inbox
Every Benefits Conversation, One Secure Inbox
Employees write to HR and HR writes back — inside the platform, next to the employee's record. The inbox sorts what matters, reads the tone and the risk, drafts a reply, and turns a message into a help-desk ticket in one click.
My Inbox is the message center of the employee experience. An employee opens it from Employee Home, writes to the benefits team, files and tags conversations, and gets an answer — as an in-app message and, if they prefer, as an email too. On the HR side, every conversation opens with a card that says how the employee feels, how urgent it is and whether there is a compliance risk, with suggested replies ready to send. When a message is really a problem to solve, Create Ticket hands it to BR Resolve with the story already filled in and a check that nobody has raised it before.
Focused & OtherTone · urgency · riskSuggested repliesMessage → ticketDirectory & calendar
Reimagining the Benefits Conversation
"Most benefits questions arrive as email to a shared HR mailbox: no link to the employee's record, no way to tell an angry, time-critical message from a thank-you, and a copy-and-paste into the help desk when it turns out to be a problem. Benefits Reimagined keeps the conversation inside the platform. The employee writes from their own home page; HR opens the thread next to that employee's coverage and to-dos; the platform sorts, reads and drafts; and a ticket is one click away — with the proof that it is not a duplicate."
MailFolders, tags, Focused and Other, liveAI on Every ThreadTone, urgency, risk, suggested repliesMessage → TicketOne click, pre-filled, duplicate-checkedContacts & CalendarDirectory shortcuts and scheduled sendsOn Your PhoneThe same inbox in the BR Mobile App
1inbox for every benefits conversation — the employee's and HR's — kept with the employee's record instead of a shared mailbox
3readings on every opened thread — tone, urgency and compliance risk — plus two or three suggested replies, all advisory
1click from a message to a BR Resolve ticket, with the subject, category and priority proposed and a similar-ticket check first
0messages, replies, tags or tickets created by the platform on its own — a person presses Send or Create every time
How My Inbox Behaves — the Rules Everyone Can Rely On
What is shared, what is personal, what the platform decides and what it only suggests.
Conversationsharedthe subject and every message in a thread are the same for everyone on it
Housekeepingpersonalstarred, flagged, archived, deleted, filed and tagged are your view only
Focused / Otheronce, at send timedecided from the subject, wording, sender, recipient count and attachment; never re-sorted
Draftsprivatenot sorted, not delivered, not counted until sent
Tagsone per threadyour own labels from ten preset colors; a new tag replaces the old
Analysisadvisorytone, urgency and compliance risk on open; suggested replies to edit and send
Ticketsone click, one checkproposed subject, category and priority; a similar-ticket check before the form opens
Email copyby preferencedelivered as email too when the employee's own preferences include email
Behaviour as implemented in Benefits Reimagined, September 2026. Names and counts in the illustrations are examples.
One Message, Five Stages
Follow one message — "My spouse was dropped from medical" — from the employee's inbox, through the reading the platform adds, to the ticket it becomes; then see the directory and the calendar HR works from, and the same inbox on a phone.
Read, write and file — the inbox employees and HR share.
Everyone lands in Mail. The sidebar holds the fixed folders — Inbox, Outbox, Drafts, Archived, Trash — then the folders a person creates, each with its own icon and a favorite mark. Below them sit the person's tags, one color each, and the company's categories, which carry a color and an icon and are attached when a conversation starts. The list itself is split into Focused and Other, decided once when a message is sent from the subject, the wording, who sent it, how many people received it and whether there is an attachment; drafts are never sorted. Open a conversation and the whole thread appears, oldest first, with the sender and recipient chips, attachments kept in the document store, and reply, reply-all and forward. New messages and updated counts appear as they happen, without a refresh.
What a person can do
- Write, reply, reply all, forward, attach, format and save a draft
- File to a folder, tag with one of their own labels, star or flag, archive or delete — their view only
- Search, sort and filter by date; switch between Focused and Other
- Receive a second copy by email when their preferences say so
Why it matters
The message is shared; the housekeeping is personal. Two people on the same thread each keep their own folders, tags and read state.
Quick filters for unread, with-attachment and compliance-flagged conversations are on the roadmap; the date-range filter is live today.
Tone, urgency, risk — read for you, decided by you.
When an administrator opens a conversation, a card at the top says three things about it: the tone of the employee — upset, neutral, pleased — how urgent it is, and a compliance-risk level of high, medium or low with a short reason on hover. Under the card sit two or three suggested replies written for this thread; clicking one opens a reply with that text ready to edit. Each reading is made once per conversation and is advisory: the platform never sends, files, tags or closes anything on its own. The Focused and Other decision made at send time uses the same kind of reading, so the urgent, personal, single-recipient message lands in Focused and the newsletter lands in Other.
What the card and the replies give
- Tone and urgency, so the upset and time-critical message is answered first
- A compliance-risk level with its reason — a dropped dependent inside a life-event window, protected details, a deadline
- Suggested replies that match the question, to edit and send
- A Focused and Other split that keeps the newsletter away from the emergency
Why it matters
HR reads a hundred threads a day in open enrollment; the card says which ten to open first and why.
All readings are suggestions. Nothing is sent, filed or created until a person clicks.
One click from a conversation to a BR Resolve ticket — without retyping the story.
Some messages are questions; some are problems that need a team. For those, the administrator presses Create Ticket on the thread. The platform reads the conversation and proposes a subject, a category and a priority, with how confident it is. Before anything is created it checks for a similar ticket — the same employee, the same problem, recently — and offers to open that one instead, so the help desk never works the same case twice. Then the ticket form from BR Resolve opens with the employee already set from the conversation and, for administrators, the routing section to choose who works it. The administrator reviews, adjusts and creates; from there the ticket follows the help desk's own rules, can become a case, and the thread stays in the inbox for the reply.
What Create Ticket does
- Proposes subject, category and priority from the thread, with a confidence level
- Checks for a similar recent ticket and offers to open it instead
- Opens the BR Resolve form pre-filled — employee locked to the conversation, routing for administrators
- Creates only on confirmation; the ticket is then worked, and can become a case, in BR Resolve
Why it matters
The story is already written in the thread; nobody should have to type it a second time into a ticket.
Create Task and Create Event buttons on a message are previews in this release; the ticket path is live.
The directory and the calendar HR writes from.
Contacts is a live directory of employees — search by name, ID or email, filter by department, division, location, state, country and status, select one or more people and press Compose to start a pre-addressed message. For an administrator each row also opens the employee's record, their audit history, payroll and deduction checks in BR ReVerge, carrier reconciliation, their open high-priority to-dos from Employee Home, and the history of earlier conversations with them — the context to answer well, one click from the message. Calendar, for administrators only, shows the benefits communications scheduled from Communication Hub — reminders, notices, nudges — by month, week or day, colored by the kind of offer, with a status filter and the details of each send. It is a window, not a workbench: schedules are made and changed in Communication Hub.
What administrators get
- A searchable directory with filters, multi-select and a pre-addressed Compose
- Shortcuts per employee: record, audit history, payroll checks, reconciliation, to-dos, past conversations
- A read-only calendar of scheduled communications, colored by offer type, with status and send details
- Employees see the directory and Compose only — the shortcuts and the calendar are for administrators
Why it matters
Answering "why was my spouse dropped?" well means seeing the record, the audit trail and the last three conversations — without leaving the message.
The Tasks tab is a preview in this release and does not keep tasks; it is not part of what we promise today.
The same inbox, in a pocket.
My Inbox is in the BR Mobile App with the same folders, tags, categories and Focused and Other views as the desktop, and the same rules: the housekeeping is personal, the message is shared, and a draft saved at a desk is sent from the bus. A new message arrives as a push notification that names the sender and opens the thread after unlock; a reply can carry a photographed attachment; and when the employee's preferences include email, the same message reaches their email as a second copy. Contacts works the same way on the phone — search a colleague, press Compose — and administrators keep their shortcuts into the employee's record and the calendar of scheduled communications. The app signs in through the HR system, then with a fingerprint or face, and it opens from the same Employee Home screen the employee already uses.
What carries to the phone
- Folders, tags, categories, Focused and Other, and your own read state — the same on both screens
- A push that names the sender and opens the message after unlock; email too where preferred
- Reply, reply all, forward, attach from the camera, save a draft and file with a thumb
- For administrators: the analysis card, suggested replies and Create Ticket, on the phone
Why it matters
The upset, urgent message is answered from the phone during the shift, not from a desk at the end of the week.
Push notifications never carry the message text; they say who wrote and the app shows the rest after unlock.
Core Capabilities of My Inbox
A secure inbox, the readings the platform adds, and the shortcuts that connect a message to the record, the help desk and the calendar.
Focused & Other
Decided once at send time from the subject, wording, sender, recipient count and attachment, so urgent personal messages are separated from broadcasts.
Analysis Card & Suggested Replies
Tone, urgency and a compliance-risk level with its reason on every opened thread, plus two or three replies drafted for it — all advisory.
Create Ticket with Similar-Ticket Check
A proposed subject, category and priority, a duplicate check, and the BR Resolve form pre-filled with the employee.
Contacts with Administrator Shortcuts
A filterable live directory with pre-addressed Compose; administrators also open the record, audit history, payroll checks, to-dos and past conversations.
Calendar & Send as Email
A read-only calendar of scheduled communications by offer type and status; a second copy by email when the employee prefers it.
A Shared HR Mailbox vs. My Inbox
Most benefits questions still arrive as email to hr@ or benefits@. Here is what changes when the conversation lives inside the benefits platform.
| Moment | Shared HR mailbox | Benefits Reimagined My Inbox |
|---|---|---|
| Where the message sits | In an email client, apart from the employee's record. | Next to the record — coverage, to-dos and past conversations one click away. |
| Which to open first | Newest on top; the angry one is somewhere in the pile. | Tone, urgency and compliance risk on every thread; Focused and Other from the start. |
| Writing the reply | From scratch, or from a personal template file. | Two or three suggested replies for this thread, ready to edit. |
| Turning it into a ticket | Copy, paste, retype the employee's details. | One click: subject, category and priority proposed, employee filled in, duplicate checked. |
| Filing and labels | Shared folders everyone fights over. | Your own folders and tags; the message stays shared, the housekeeping is yours. |
| Knowing what HR already sent | Search the sent folder and hope. | A calendar of scheduled communications by offer type and status. |
| Reaching the employee | Whatever address they used last. | The directory, and a second copy by email when they prefer it. |
| On a phone | Email on a personal phone, or nothing. | The same inbox in the BR Mobile App, with a push that opens the message. |
AI in every thread
The Platform Reads. A Person Replies.
Three readings sit on every opened conversation in My Inbox: the tone of the employee, how urgent it is and whether there is a compliance risk — and two or three suggested replies beneath them. The same intelligence that powers Athena on Employee Home writes these readings from the thread itself, and BR Intelligence proposes the subject, category and priority when the thread becomes a ticket. Everything it produces is a suggestion; the reply, the tag and the ticket are always a person's click. Here is one thread as an administrator sees it.
- Tone — upset, neutral or pleased — read from the whole thread, not just the last line
- Urgency — dates and phrases in the text; a closing window raises it
- Compliance risk — high, medium or low, with the reason on hover — a dropped dependent, protected details, a deadline
- Suggested replies — two or three drafts for this question; click, edit, send
- Never acts alone — no message, reply, tag or ticket is created without a person pressing the button
Jordan Rivera: Our daughter was born on 08/14 and I added her, but today my spouse shows as dropped from medical. Enrollment closes on 09/13 and nobody has answered my last message. What is going on?
Analysis card · advisoryTone: upset. Urgency: high — the life-event window closes on 09/13. Compliance risk: high — a covered spouse appears to have been removed during an open life-event window; check the enrollment written on 08/20 and the dependent proof filed on 08/22. Similar ticket: none open for this employee.
Suggested reply: "We are checking your coverage now…"Suggested reply: "Please confirm the date you saw the change…"Create ticket
Create ticket.
Ticket suggestion · BR Resolve form readySubject: "Spouse removed from medical during birth life-event window". Category: Enrollment · dependent coverage. Priority: High. Confidence: 92%. The employee is set to Jordan Rivera; choose the routing and press Create. The conversation stays here for your reply.
Open the formChange category
Reply, file, tag, or create a ticket…
What My Inbox Changes
Conversations stay with the record
Every benefits message, reply and attachment sits next to the employee's coverage and to-dos, not in a shared mailbox.
The urgent one surfaces
Tone, urgency and compliance risk on every thread; Focused and Other decided at send time.
Replies start half-written
Two or three suggested replies for the thread that is open, to edit and send.
A ticket is one click, never a duplicate
Subject, category and priority proposed, employee filled in, similar ticket checked, BR Resolve form ready.
Context one click from the message
Record, audit history, payroll checks, to-dos and past conversations for the person who wrote.
One inbox, desktop and phone
The same folders, tags and readings in the BR Mobile App, with a push that opens the message.
What Employees Are Writing About, Seen From HR
Because every conversation is a record, HR can see the inbox as a whole: how many threads, how many Focused, how many carry a high compliance risk, how many became tickets — and what people are writing about, in what tone. During open enrollment that is an early-warning system: a spike in upset messages about dependent coverage says something about the verification queue before the tickets do. Athena reads the picture and points at the threads to check first; the reply, and any reminder sent through Communication Hub, is a person's decision.
- Volume and sorting — conversations, Focused and Other, high-risk flags, tickets created from mail — by week
- Topics and tone — what employees write about and how they feel about it, from the readings on each thread
- Tickets from mail — how many threads became tickets, and how many the similar-ticket check stopped from being raised twice
- Calendar status — which scheduled communications went out this week, which were skipped or failed
- What is not claimed — no task tracking, no create-event from a message and no unread or attachment quick filters in this release — on the roadmap
Bring Your Busiest Week of HR Email. Watch It Sort Itself.
We will load a sample of your benefits mailbox into My Inbox on your own portal, show you which threads the platform flags first and why, turn one into a BR Resolve ticket with the similar-ticket check, and open the calendar of your own scheduled communications — on your portal, with your people.
Focused & OtherTone · urgency · riskSuggested repliesOne-click ticketDirectory & calendarDesktop & mobile
My Inbox FAQs
It is the message center inside Benefits Reimagined where employees and the HR or benefits team write to each other about benefits — questions, replies, forwarded notices, attachments — without the conversation leaving the platform. Every message stays with the employee's record, and an HR administrator can turn a message into a help-desk ticket in one click.
Every employee and every administrator. Employees read, send, reply, forward, file, tag, star and archive their own conversations and can look a colleague up in Contacts. Administrators see the same mail plus a read-only calendar of scheduled benefits communications, and extra shortcuts on each contact into that employee's record, audit history, payroll and deduction checks, and past conversations.
When a message is sent, the platform looks at the subject, the wording, the sender, how many people it went to and whether it has an attachment, and decides once whether the conversation belongs in Focused or Other — much like the split people know from their work email. Drafts are not judged. The decision is made at send time and is not changed afterwards.
Three things, read from the whole thread when it is opened: the tone (is the employee upset, neutral, or pleased), how urgent it is, and a compliance-risk level — high, medium or low — with a short explanation on hover. The card advises; it never files, forwards or replies on its own.
Two or three short reply drafts written by the platform for the thread that is open. Clicking one opens a reply with that text ready to edit. Nothing is sent until the person presses Send.
An administrator presses Create Ticket on the thread. The platform reads the conversation and proposes a subject, a category and a priority, checks whether a similar ticket already exists so nothing is raised twice, and opens the same ticket form used in BR Resolve with the employee already filled in. The administrator reviews, adjusts and creates it.
Folders are where a conversation is filed: the fixed ones — Inbox, Outbox, Drafts, Archived, Trash — plus any folders a person creates, each with an icon. Tags are a person's own colored labels, one per conversation, chosen from ten preset colors. Categories are set by the company, carry a color and an icon, are attached when a conversation starts, and work as a filter. Starred and flagged are quick views on top of all of that.
Yes, when the employee's own communication preferences include email. In that case a message sent in My Inbox is also delivered to their email address as a second copy. If their preferences do not include email, the message stays inside the platform. The sender does not switch this per message; the employee's preference decides.
A read-only view, for administrators, of the benefits communications scheduled from Communication Hub — open-enrollment reminders, life-event notices, deadline nudges — by month, week or day, colored by the kind of offer, with a status filter for pending, in progress, sent, skipped and failed. Schedules are created and changed in Communication Hub, not here.
A Tasks tab that saves tasks, buttons to create a task or a calendar event from a message, and quick filters for unread, with-attachment and compliance-flagged conversations are shown as previews or are not yet switched on. Today the date-range filter, the folders, tags, categories, search and the Focused and Other views are the live ways to find a conversation.
One Inbox. Read by the Platform. Answered by People.
Every benefits conversation next to the employee's record — on the desktop and on the phone.