Inbox and channels

Learn how Work, Private Mail, queues, team inboxes, conversation state, customer context, and outcomes fit together.

Understand Private Mail's owner-only boundary, mailbox sync policies, CRM links, private AI controls, and path into team-managed Work.

Interpret message and email-provider states, distinguish submission from receipt, and choose safe recovery based on evidence.

Triage one team conversation from queue selection through customer context, reply, follow-through, and truthful resolution.

Capture team-only decisions, apply reusable labels, and connect the customer context needed for a reliable handoff.

Connect a shared business address, validate receiving and direct sending, route it to Work, and monitor email delivery health.

Choose the correct Meta connection mode, add a company-owned WhatsApp sender, route it, and prove inbound and outbound behavior.

Build an intentional inbox scope with queues, team inboxes, channels, ownership, status, date, unread state, and search.

Use conversation state, urgency, response deadlines, and next-action timing as distinct controls for truthful queue management.

Compose a context-aware reply, verify recipients and sender, use attachments or templates safely, and confirm delivery evidence.

Choose the minimum team-visible scope, destination inbox, and audit trail when private email creates a shared customer commitment.

Select a verified conversation cohort, apply assignment or workflow changes safely, and reconcile partial or conflicting results.

Create single-person accountability, explicit customer commitments, and handoffs that remain understandable without side-channel messages.

Locate a WhatsApp or email failure across provider connection, receiving, routing, sending, and recipient delivery boundaries.