TELUS Webmail help guide



Managing your email

Managing your email

This chapter describes how to customize your mailbox and how to handle messages you receive.

Customizing your mailbox initial 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 the web client.

  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 : and folder, tag, or a saved search name.

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

Note: Use quotes if the folder or tag is more than one word. For example in:”Unread Email”

  1. Click Save.

Using a reading pane

You can use the Reading Pane to preview messages in your Inbox and other folders.

If you have the Reading Pane on, when you click on an email message, the message displays in the Reading Pane and the message is marked as read.

To adjust the size of the Reading Pane, place your pointer on the divider bar and drag the bar.

Turn reading pane on or off

The Reading Pane lets you read email messages from your Inbox without opening the email.

Depending on your view, the Reading Pane can be at the bottom or on the right, or turned off.

  1. On the Mail tab toolbar, click the View drop-down menu.
  2. Select the Reading Pane option.


Set the reading pane for marked as read behavior

You can also select whether messages you view in the Reading Pane are marked as read or not marked as read.

  1. Go to the Preferences>Mail page.
  2. In the Displaying Messages>Reading Pane section, select how messages are handled when the message is selected.
  3. Click Save.

Changing how often your account checks for new email

You can set preferences for receive new messages including how often you receive email messages and whether you are notified when you receive new messages.

Your account is updated with new messages based on the polling interval set up in the mail preferences Check New Mail drop-down menu.

The default is every five minutes.

If you are expecting an email message, you can click the refresh icon on the right side of the toolbar any time to receive new email immediately.

  1. Go to the Preferences>Mail page.
  2. In the Displaying Messages>Check New Mail drop-down menu select how often to check for new mail.
  3. If you select Manually, you must click the reload icon to get new email.
  4. Click  Save.

Setting desktop alerts for new email messages

You can set up desktop alerts for new email notification. To receive alerts, your mailbox must be opened.

  • Go to the Preferences>Mail page.
  • In the Receiving Messages>Message Arrival section, select how you want to be notified when new message arrive. Select any of these options.

Option Description
Play a sound
  • You are notified by a beep.
  • If you have your volume set to mute, you will not hear a sound.
  • For this to work, you must have either QuickTime or Windows MediaCenter installed.
Highlight the mail tab
  • The Mail tab is highlighted if you are not working in the Mail tab at the time.
Flash the browser title
  • Browser flashes until you open the Mail tab.
Show a popup notification
  • Information about the message displays.

Moving less important email out of the inbox

You can set up the Activity Stream filter to have email messages that are less important, such as newsletters and social update communications, delivered to the Activity Stream folder instead of your Inbox.

The Activity Stream Folder is added to your personal folders list in the Overview pane.


  1. Click the gear icon in the Folders heading in the Navigation pane and select Activity Stream.
  • You can also set this up from the Preferences>Filter page, Activity Stream Settings link.
  1. In the Activity Stream dialog box, select Enable moving messages into Activity Stream.
  2. Select the type of messages to move. You can move the following type of messages:
  • Messages where your address is not in the To or in the To or Cc field
  • Messages from people not in your address book
  • Messages sent to a distribution list that you are a member of
  • Commercial mass marketing and bulk mail messages


  • Click OK.
  • In the information box that opens click Yes.

If you want to set more advanced filtering for messages delivered to the Activity Stream folder, see Working with Email Filters.

Automatically forwarding messages you receive

For added convenience and flexibility, you can forward your email to another email address.

For example, you can forward e-mail sent to your TELUS Internet account to your work email account during the week.

During the weekend, you can cancel the forwarding so that you can access your email directly from home.

To manage Email forwarding

  1. Log in to your TELUS Webmail account
  2. Under the Preferences section, select Mail from the section on the left
  3. From the Receiving Messages section, you are able to modify your forwarding settings

Option Description
To turn on Email forwarding
  1. Under Forward a copy to:
  2. Enter the email address to which you wish to forward your TELUS email over to
  3. Selecting the checkbox Don’t keep a local copy of messages will forward and remove any new emails from your mailbox while forwarding is enabled
  4. Double-check your entry
  5. Once you have confirmed that the email address is correct, select Save
To turn off Email forwarding

To disable the option to Forward a copy to:

  1. Remove the email address listed in the to: field
  2. Select Save

Receiving new mail notification to another email address

You can configure your email preferences to notify you at another email address when you receive an email message to your TELUS email.

This feature might be useful if you do not receive a lot of email to this account, but when you do receive email, it's important enough to require a timely response.

  1. Go to the Preferences>Mail page.
  2. In the Receiving Messages>Message Arrival section, select Send a notification message to.
  3. Enter the email address in the text box.
  4. Click Save.

Marking multiple messages for the same action

Use the check box on the Content pane to select one or more messages or conversations to perform the same action on.

Note: If check boxes are not displayed in your Mail view, go to the Preferences>General page and in the Other>Settings section, select Display checkboxes to quickly select items in lists (requires refresh)

Selecting the box in the header automatically checks all the messages on the page.

Delete more than one message at once

  1. In the Mail Content pane, select the boxes for messages that you want to delete.
  2. Right-click and select Delete.


Tag more than one message at once

  1. In the Mail Content pane, select the boxes for messages that you want to tag with the same tag.
  2.  Right-click and select Tag Messages


Select the tag from your list or create a new tag.

Print more than one message at once

  1. In the Mail Content pane, select the boxes for messages that you want to print.
  2. Right-click and select Print.
  3. In the Print Box, click OK. All the messages are printed as one continuous file.


Forward more than one message at once

  1. In the Mail Content pane, select the boxes for messages that you want to forward.
  2. Right-click and select Forward.
  3. A message compose page opens with the email messages attached.
  4. Complete the message and send.

Moving 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.
  • Right click the message and select Move. The Move Message dialog appears.

Move Messages

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.

Note: You can immediately undo the move. Click Undo that appears at the top of the page to move the message back to its original location.

Sorting messages in the content pane

You can sort your email messages in a folder by Subject, Size, Date, Attachment, Flag and Priority.

You can only sort by one column at a time.

  1. In the Content pane header, right-click and select the sorting option.
  2. The header displays the sort order.

Removing 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.

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.

If you are receiving a large number of unwanted email messages, contact us.

Reporting email as spam helps TELUS to fine-tune spam filtering.

Mark email as spam

  1. Select the message to mark as junk.
  2. On the toolbar, select Spam.

You can also right-click the message and select Mark as Spam.

The email is moved to your Junk folder.

Marking email as not spam

Sometimes messages that are not junk are placed in the Junk folder.

You can move the messages to the appropriate folder.

  1. Drag the message to another folder.
  2. Right-click the message and select Mark as Not Spam.

The selected message is moved to your Inbox.

TELUS spam control

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

TELUS Spam Control is provided at no additional charge and is included with your email account.

TELUS Spam Control helps you:

  • Reduce inbox clutter and virus risks.
  • Use email 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 email
  5. Click Update.

Finding the origin of an email message

When you receive a message and you want to see message transport history, you can right-click on a message and select Show Original.

The text page displays header information along with the text of the body of the message.

The header is sometimes referred to as the envelope information.

The message header details the path the message took from the sender to the recipients.

The header includes the IP addresses, dates, and spam flagging information.

  1. To find the origin of the message, right-click the message and select Show Original.

    A new window opens with the information displayed.

Show Original

Managing your account quota

To manage disk and resource usage, TELUS sets quotas to limit the amount of disk space your account can use.

To display your mail quota and how much you have used, hover the mouse over your name on the toolbar.

Display Quota

If you are over quota, the following things might happen:

  • You receive an email notification.
  • Your email interface displays a notification when you log in.
  • Email sent to you might be returned to the sender, along with a notification that your mailbox is full.

Reduce the size of your mailbox

  • Delete old messages that are no longer needed.
  • Delete large file attachments to messages. Save the file attachments locally if you want to preserve them.
  • Empty the Trash folder.

TELUS sets up automatic purging of messages that are over 30 days old. TELUS sets the policy for when messages are purged, how old they have to be, and which folders are purged.

Folder information

If you hover your cursor over a folder, the number of messages in the folder and the size of the folder display.

Setting up an auto-reply message

You can create a 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.

Autoreply works 24 hours a day, 7 days a week, so once the sender's email arrives at TELUS, the autoreply email that you customize will be immediately sent back.

For instance, you may choose to add your TELUS Internet email 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 autoreply 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 auto-reply:

  1. Log in to your TELUS Webmail account
  2. Under the Preferences section, select Auto-Reply from the section on the left
  3. Under the Auto-Reply section, you are able to modify your auto-reply settings

Option Description
To turn on autoreply
  1. Choose the Send auto-reply message option
  2. Enter your Auto-Reply Message
  3. Select Send auto-replies during the following time period (optional) and a Start and End day and time
  4. Select Save
To turn off autoreply
  1. Choose the Do not send auto replies option
  2. Select Save

Subscribing to RSS feeds

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

Note: RSS feeds you save count against your account quota.

You must know the URL of the feed to set up the subscription.

  1. Click the gear icon in the Folders heading and select New Folder.

    Note: You must create a separate folder for each RSS feed.
  2. In the Name text box, type the name of the RSS feed folder.
  3. Check Subscribe to RSS/ATOM feed.
  4. Enter the URL for the feed in the URL field.
  5. Select where to add the RSS feed folder in the folder menu.

    If you choose the root folder, the new folder is placed at the highest level in your folder view, which is the same level as your Inbox folder.
  6. Click OK. The new folder appears in the Overview pane with the RSS feed icon.  RSS Icon

    Your RSS data feed is automatically updated every 12 hours.

    Right-click the RSS feed folder, and select Load Feed to update the content at any time.

Reading Mail

By default new messages are placed in your Inbox.

If you have mail filter rules, new messages can appear in folders other than your Inbox.

The number in parentheses next to each folder name indicates the number of unread messages within that folder.

Read a message in conversation view

  1. To read a message in the Conversation view, click the conversation containing the message.
  2. The individual messages display in the Reading pane.

To expand all messages, and see the entire conversation, click the + icon in the message header.

Expand all Messages

To collapse all messages to view only the sender’s name and the snippet of the first line of the message, click the - icon in the message header.

Collapse all Messages

  1. To open the message, click the line that contains the message you want to read.

    If you have Reading Pane enabled, the message body appears in the Reading Pane. Otherwise, double-click the message.
  2. The message is displayed in the Content pane.

Read a message in single message view

If the Reading Pane feature is enabled, click the message and read it in the Reading Pane.

If the Reading Pane feature is not enabled, double-click the message.

The message is displayed in the Content pane.

Mark a message or conversation as unread

Conversations containing unread messages are shown in bold with a blue dot to the left of the sender’s name.

  1. To mark an entire conversation as unread in your Inbox, click the blue dot.
  2. When the conversation is expanded, all messages within the conversation display as unread and with blue dot.

To mark an individual message in a conversation as unread, click the triangle to expand the conversation and click the dot next to the message you want to display as unread.

The conversation displays in your Inbox as being unread, but when the conversation is expanded only the unread message displays with the blue dot.

Mark unread

Opening attachments to an email message

Email messages can include attached files such as word processing documents, spreadsheets, text files, ZIP files, images, executable applications, or any other type of computer file that resides on the sender's computer network.

Messages that contain attachments display a paper clip next to the subject.

You can open any file attachment directly from your account, provided that you have the right application and the extension is not blocked.

If the file type is one that is supported by the installed software on your computer, you can typically double-click the file and your computer automatically launches the right application for reading that file.

Computer viruses are often spread via file and email attachments.

Therefore, your computer might block incoming email containing certain types of attachments, often with the extension .EXE or .ZIP as part of their filename.

It is considered standard practice to implement virus filtering for incoming mail as well as virus scanning for personal computers.

However, there is always a chance that something could get through.

In the case of email viruses, the majority of them are activated when a file attachment containing the virus is opened or viewed.

Many of these viruses have been known to spread themselves using entries in users' address books.

Therefore, we recommend that you use care when opening file attachments, even from senders who appear to be known to you.

Displaying messages in HTML or plain text format

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

  • HTML messages can have text formatting, numbering, bullets, colored background, and links, which can make messages easier to read.
  • Plain text messages can always be read by other email clients.
    • 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.
  3. Click Save.

Turn on/off preference to display images in messages

When you display mail as HTML, images attached to a message are automatically displayed when you open the message.

  1. To change this go the Preferences>Mail page, Images and manage the option to Display pictures automatically in HTML Email.
  2. Click Save.

Returning read receipts

Messages you receive from others can be marked to request a return receipt message to be sent back when you open your message.

You can specify how to handle return receipt requests:

  1. Go to the Preferences>Mail page, Receiving Messages section
  2. In the Read Receipt section, select how you want read receipt requests to be handled.

Option Description
Never send a read receipt
  • When a message is received with a return read receipt request, the request is ignored.
  • You are not informed of the request. This is the default.
Always send a read receipt message
  • A return read receipt message is sent when you open an email flagged for a return receipt.
Ask me
  • You are given the option to send a receipt when you open an email flagged for a return receipt.

  1. Click Save.

Printing an email message

The default font size used when a message is printed is 12 points.

You can change this from the Preferences tab>General page.

Note: Do not use the browser's File>Print feature. The page will not be well-formatted, and your message may be difficult to read.

  1. Right-click on the message and select Print.

Print Message

The message opens in a new window.

A standard print dialog appears.

  1. Choose a printer.
  2. Click OK.

    The message is sent to the selected printer.
  3. Close the message window.

Alternately, you can select Print from the Actions drop-down menu on the toolbar.

Actions Print

Print a conversation (all messages)

  1. Right-click the conversation to be printed, and select Print.

    The conversation opens in a new window.

    A standard print dialog appears.
  2. Choose a printer.
  3. Click OK.

    The conversation is sent to the selected printer.
  4. Close the conversation window.

Alternately, you can select Print from the Actions link on the toolbar.

Print one message in a conversation

  1. Open the conversation and select the message to print.
  2. At the end of the message, click the gear icon and select Print.

    The message opens in a new window.

    A standard print dialog appears.
  3. Choose a printer.
  4. Click OK.

    The message is sent to the selected printer.
  5. Close the message window.

Deleting a message

You can delete specific email messages or a complete conversation thread.

  1. Right-click the message or conversation to delete and select Delete.

    Deleted messages are moved to your Trash folder.

You can recover files from Trash within 30 days of deleting them.

After 30 days, the items are permanently deleted.

  1. To permanently delete a message, click Shift>Delete.

    Messages are permanently deleted from your account.

Assigning retention policies to email folders

You can apply a custom email message retention policy for each folder.

You do not set a retention policy on the Junk or Trash folders.

Two options can be set up:

Option Description
Message Retention
  • When Enable Message Retention is selected, and you select to delete a message in the folder with a receive or sent date within the range configured, a warning displays stating that the message is within the folder’s retention period to remind you not to delete the message.
Message Disposal
  • Messages in the folder that are older than the time configured are automatically deleted.
  • You are not notified.

  1. In the Navigation pane, right-click on a mail folder and select Edit Properties.

Edit Properties

  1. Click the Retention tab.
  2. To set the retention policy, select Enable Message Retention.
  3. In the Retention Range drop down list, select which retention policy to apply.

    If you are setting a custom policy, in the text box enter the number of years, months, weeks or days and select the period from the drop-down menu.

Message Retention

  1. To set when messages should be deleted from the folder, select Enable Message Disposal.
  2. In the Disposal Threshold drop down list, select which policy to apply.

    If you are setting a custom policy, in the text box enter the number of years, months, weeks or days and select the period from the drop-down menu.

Message Disposal Threshold

  1. Click OK.