TELUS Webmail help guide



Manage your email

Manage your email

You can view your email messages as single messages or as conversations and you can view messages with the Reading Pane off, displayed at the bottom, or displayed on the right.

To change how messages are grouped in your mailbox, on the toolbar click View and select whether to view by conversation or by message and where you want the Reading Pane to display.

View email messages by conversation

In the Conversation view your messages are grouped to make it easier to follow the thread of an email exchange.

A conversation thread begins when you send or receive an email and then send or receive subsequent replies and forwards based on the original email.

The subject displays only once in your Inbox and the number of email messages in the conversation is shown.

Conversations containing unread messages are shown in bold.

Conversations can span folders.

For example, one could be in your Inbox another in your Sent folder and others in another folder.

If you move a conversation from one folder to another, all messages within that conversation are also moved to that folder.

Messages in the Sent folder and in the Trash folder are not moved.

To create a new conversation thread, you must create a new message, not reply to or forward an existing message.

Manage how email is displayed

You can view your email messages as either Messages or as Conversations.
To change how messages are grouped, go to the Preferences>Mail tab and change Group mail by:
You can also view messages in a three-pane view, with the Reading Pane on the Right.


Email grouped as messages are displayed with the most recent message first in your email folders.

Unread messages are shown in bold.

When you review the message line, you can see whom the message is from, whether there is an attachment, the subject of the message, in which folder the message is saved, the size of the message, and when it was received. 

If messages have a flag enabled or tags, these are also shown.


If you group mail by conversations, your messages are grouped by subject. 

A conversation is a group of messages that have the same subject. 

If the subject is changed, the message is not included in the conversation.

The subject displays only once in the Conversation pane.

The number of messages in the conversation is displayed in parentheses after the subject.

When new email comes in, the conversation is moved to the top of your email messages.

The sender list displays the names of the last eight participants in the conversation.

Conversations containing unread messages are shown in bold.

Conversation view

Double-click the conversation to display the messages within the conversation.

Click on a message to display its contents in the Reading Pane below.

In the message toolbar, you can click the  icon to display the message in a new window.

All messages related to the conversation are displayed, even if the messages are stored in other folders.

The Folder column shows the folder where the message is stored.

Conversations do not continue indefinitely.

If the last message in the conversation is 30 days old or older, messages sent with the same subject begin a new conversation.

Customize your mailbox view

In your Preferences Mail page, Default Mail Search specifies the initial view when you log into your mailbox.

The default search is your Inbox folder.

Therefore, when you sign in, the results of your Inbox display.

You can change this to have another folder, tag, or a saved search displayed when you first open TELUS Webmail.

  1. Go to the Preferences>Mail page.
  2. In the Displaying Messages>Default Mail Search text box specify which messages are displayed when you open your mailbox.

    Enter the search keyword, followed by a : (colon) and folder, tag, or a saved search name.


  1. The following table lists some examples to enter in the text box.

Option Description

To display only unread messages


To display email messages that are tagged with specific tags.
For example, to display only messages marked with the ToDo tag, type tag:ToDo


To display messages that are sent to a specific folder via an email filter

  1. Click Save.

Display messages in HTML format or plain text

You can view email messages in two formats, HTML or plain text.

HTML messages can have text formatting, numbering, bullets, coloured background, and links, which can make messages easier to read.

Plain text messages can always be read by other email software.

Plain text does not support any text formatting, styles, links or images.

You can view a message in plain-text mode even if it contains HTML.

The HTML tags are displayed in the body of the message in the plain text view.

Set message display format

  1. Go to the Preferences>Mail page.
  2. In the Displaying Messages>Display Mail, select either As HTML (when possible) or As Text.

  1. Click Save.

Move email messages

You can move email messages or entire conversations from a folder.

  • Drag and drop the item to the desired folder in the left-hand Overview pane.

If you are moving a few messages within a conversation, the conversation appears in both places.

The Conversation Detail View window shows the new location of the message that was moved.

  1. Open the conversation or message to be printed and on the message toolbar, click Print.
  2. Click OK


  • You can change the print font size in the Preferences>General.
  • The default font size is 12 points.

Use the trash folder

Deleted items are placed in the Trash folder and remain there until you manually empty the trash or until the folder is purged automatically.

Mail is purged from this folder after 30 days.

Recover deleted items

The Trash folder is available for each application in your account.

When you open the Trash folder from the application, only items for that application are displayed.

But when you select Empty Trash from any application, items from all applications are deleted.

You can recover files from the Trash by opening the Trash folder, selecting the email messages to recover and moving them to another folder.

Messages left in the Trash might be automatically purged, in which case you cannot recover them.

Delete email messages

To delete messages from Trash, open the Trash folder and in the Content pane, click Delete.

All messages are permanently deleted.

In addition, your account can be configured to automatically purge old messages from any folder after 30 days.

Purged messages cannot be recovered.

Remove spam

Most filtering of unsolicited automated email (also known as spam or junk mail) is handled by a spam filter before those email messages reach your Inbox.

If you're receiving email that isn't being detected as spam, you can still block these messages.

You can report unwanted messages as spam via TELUS Webmail:

  1. From your Inbox, click the message you'd like to report as spam.
  2. From the top taskbar, click Spam.

Email that might possibly be junk mail, but is not certain to be junk, is placed in your Junk folder.

You can review these messages and either move them out of the Junk folder or delete them.

If you do not move or delete the messages, they are purged after 30 days.

TELUS Spam Control

If you are receiving a large number of unwanted email messages, TELUS Spam Control filters annoying and offensive junk e-mail before it reaches your mailbox.

TELUS Spam Control is provided at no additional charge and is included with your e-mail account.

TELUS Spam Control helps you:

  • Reduce inbox clutter and virus risks.
  • Use e-mail more effectively.

Service options to choose from include tag, delete or opt out.

Once you change an option, it may take up to 30 minutes to become effective.

Update Spam Control settings by:

  1. Log in to your TELUS Home Services account
  2. Under the Products & services section, click View details / modify, to the right of the TELUS High Speed section (or TELUS Dial-Up section).
  3. From the E-mail boxes section, click Update Spam Control for the email address you wish to set
  4. Choose the best option:
    1. Automatically delete all spam before delivery
    2. Mark suspected spam and deliver to this mailbox
    3. Do not filter e-mail
  5. Click Update.

Subscribe to RSS / Atom feeds

You can subscribe to Web sites that provide your favourite RSS (Really Simple Syndication) and podcast feeds to send updated information directly to your mailbox.

You create a folder for each RSS feed.

Before proceeding, know the URL for the RSS.

  1. In the Overview pane Folders section, click edit.

  1. On the toolbar, click New RSS/Atom Feed.

  1. Type the folder name, select the location for the folder, and enter the RSS URL from the Web site to the URL field.

  1. Click Create Feed.

    The folder is created in your Overview pane.

Open the folder to access the link.

To update the content, right-click and select Reload in the folder.

Setting up an auto-reply message

You can create an auto-reply message that automatically replies to all emails sent to your TELUS email address (and all associated aliases).

An auto-reply message is simply an automatic reply email to the person (or sender) that emailed you.

Auto reply works 24 hours a day, 7 days a week, so once the sender's e-mail arrives at TELUS, the auto-reply e-mail (that you customized) will be immediately sent back.

For instance, you may choose to add your TELUS Internet e-mail address to your Web site so you can send your customers customized information when they need it most.

You may also simply use it as a vacation notice or an out of office reply.

The auto reply is a great tool for any individual or a small business.

Auto reply is setup so that it only sends one autoreply message to each incoming email address per week.  If a customer receives another email from that same address a week later, they will receive the autoreply message again.

To manage autoreply:

  1. Log in to your TELUS Webmail account
  2. Under the Preferences section, select Mail, to the right of the General section
  3. Under Receiving Messages, you are able to modify your auto-reply settings

Option Description
To turn on autoreply
  • Select the checkbox to Send auto-reply message
  • Enter your Auto-reply message
  • Enter a Start Date and End Date (optional)
  • Select Save.
To turn off autoreply
  • Select the checkbox to remove the checkmark to Send auto-reply message
  • Select Save