When a piped mailbox receives mail WorkHub can't confidently place, it sets it aside rather than guessing. Settings → Email → 📬 Inbound is where it waits.
Why guessing would be worse
Mail from an address already on a contact record attaches itself automatically. Everything else — a new enquiry, a contractor emailing from a personal address, a supplier — has no obvious home. Attaching it to the wrong tenant's record is harder to notice and harder to undo than leaving it in a queue for someone to look at.
Working the queue
Open Inbound and, for each message, either attach it to an existing ticket, attach it to a contact, or leave it if it's genuinely nothing.
Attaching to a contact is usually the right move for a first email from a new tenant — after that, their address is known and future mail routes on its own.
Keep on top of it
This queue is the one part of email piping that needs a human habit. A minute a day keeps it useful; a month of ignoring it and it stops being a queue and starts being an inbox nobody reads.
If mail isn't arriving at all
Check the mailbox still shows as connected under Settings → Email → 📥 Inbox piping. Authorisations expire, and a shared mailbox that was added as Personal will connect happily and then fail to read — see the note on mailbox types in Piping a mailbox.