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Sales CRM · Feature guide

Retire and restore opportunity email links

Remove an email association from the active timeline without deleting or changing the original message.

Audience: authorised staffPermission: Sales CRM opportunity Edit plus current relationship and original mailbox read accessReviewed 30 October 2026
Where to goSales CRM → Deals → Open opportunity → Open timeline → Read email

Before you start

Use your own authorised staff account in the intended Britixo workspace. The Sales CRM module must be available and your role must include the permissions stated above. Existing leads, customers, communications and customer portal pages retain their normal access rules.

Follow these steps

  1. Open Read email for the association you want to retire.
  2. Select Retire association.
  3. Return to the timeline and confirm it is omitted from the default active view.
  4. Enable Include retired notes and email links to find the retained association.
  5. Open the retired email and select Restore association when it should return to the active timeline.

Behavior and limits

  • Retirement changes only the opportunity’s association. It does not delete, trash, archive, unsubscribe, mark read or otherwise alter the native email.
  • Retired links remain subject to all current mailbox and relationship checks. Their content is not exposed merely because the link is retained.
  • Restoration requires the original message, mailbox access and matching current customer contact or lead to remain available.
  • The association keeps its original source message and participant reference. It cannot silently be redirected to a different person or message.
  • Retired links count toward the 200-association limit. The workflow has no permanent-delete action.
  • An archived opportunity must be restored before its email associations can change.
  • Concurrent changes to the association or opportunity context are rejected until the latest version is reopened.

Check it worked

  • Toggle the retired-entry option to confirm the association is retained and hidden as expected.
  • Check the original mailbox message remains unchanged.
  • After restoration, confirm the email appears in the default timeline.

Troubleshooting

  • If the association is unreadable after access was removed, its message details remain hidden. Use the normal mailbox/customer permission process to resolve legitimate access.
  • If a source message was deleted or its participant relationship no longer matches, restoring the association cannot recreate or copy that source.
  • If a duplicate appears during linking, inspect the existing active or retired association, including the synchronized copy of a sent message.