Two visibility modes

Work

Work contains team-managed conversations from connected workspace channels. Authorized team members can find the thread, see its workflow state and customer context, assign responsibility, reply, and resolve an outcome.

Private Mail

Private Mail connects an individual's work mailbox. Only its owner can see unshared mail. Matching a CRM contact does not make the thread, subject, participants, messages, or attachments team-visible. The owner decides whether to link CRM context, share an approved scope, delegate an outcome, share selected messages, or move future replies to Work.

Private by default, deliberately shared

01
PrivatePrivate Mail account
Mailbox connection belongs to its individual owner.
02
PrivateOwner-only message
Content remains invisible to the workspace by default.
03
BoundaryControlled context share
The owner deliberately shares only what teammates need.
04
SharedTeam-visible work item
Shared context becomes accountable customer work.
05
ControlRevoke when no longer needed
Remove access when the operational purpose ends.

Private Mail remains owner-scoped until its owner selects a defined sharing scope or moves future work to a configured team inbox.

The Work inbox anatomy

Work/Private Mail switcher: Changes the visibility and operating model, not merely a filter
Team inbox selector: Limits Work to a responsibility-owned inbox or all team inboxes
Conversations/Outcomes switcher: Changes whether the queue contains communication threads or accountable outcome objects
Queue chips: All, Needs reply, and additional views such as My Work, Unassigned, Follow-ups, SLA Risk, and High priority
Channel scope: Limits results to all or a connected channel/sender
Conversation list: Shows customer, recency, channel, status, unread, priority, and due cues
Thread: The customer messages and replies
Workflow bar: Channel, details, priority, labels, SLA, Next action, and Resolve controls
Context rail: Customer and related operating context used to decide the next action
Composer: Message, attachment, template, AI-draft review, quote, and channel-specific reply controls

WRKZY Work inbox with a selected customer conversation, workflow controls, and reply context — **The Work inbox keeps queue scope on the left, customer communication in the center, and workflow decisions beside the thread.**

How a conversation reaches Work

A supported channel is connected at workspace level. A team-inbox route determines which responsibility-owned queue receives a new conversation. Anything without a more specific route can remain in the default inbox. Assignment then names the individual accountable for the next step.

These are separate controls:

Connection establishes provider access.
Routing chooses the team inbox.
Assignment chooses the person.
Status, priority, SLA, and Next make the operating state explicit.
Resolution outcome records how the work ended.

From provider to accountable conversation

01
SourceConnected channel
WhatsApp, shared email, or another supported source receives the message.
02
RouteTeam inbox
Channel rules place the conversation with the responsible team.
03
TriageQueue and priority
State, SLA, and filters determine when it needs attention.
04
OwnAccountable owner
One teammate becomes responsible for the outcome.
05
ActReply, resolve, or follow up
The conversation ends with a visible result or next action.

Channel connection establishes transport; routing establishes team responsibility; assignment and workflow state establish the next decision.

Queues answer different questions

Queue	Question it answers
My Work	Which conversations am I accountable for?
All Work	What is active across my accessible team scope?
Needs reply	Where does the current state indicate a customer response is needed?
Unassigned	Which conversations lack an individual owner?
Follow-ups	Which Member-owned next actions are scheduled or due?
SLA Risk	Which response deadlines are near or overdue?
High priority	Which records have been deliberately marked high or urgent?
Outcomes	Which accountable results, including at-risk or completed work, need review?

A conversation can appear in more than one queue. For example, an urgent unassigned conversation with an overdue SLA belongs to three attention views. That is not duplication; it is one record answering three operational questions.

Conversation state is not delivery state

Open, Pending, and Closed describe the team's work. Sending, Sent, Delivered, Read, and Failed describe a message's provider lifecycle. A conversation can be Pending while its last email is Delivered; a Closed conversation can still contain a failed message that should be investigated.

What healthy inbox operation looks like

New messages reach the intended team inbox.
Active work has a person accountable for the next step.
Priority reflects customer impact and urgency.
SLA represents the response commitment; Next represents the operator's follow-up.
Internal notes add decisions, not duplicated transcripts.
Customer replies use the intended sender and show provider evidence.
Resolution captures a truthful outcome.
Private Mail shares only the minimum approved context.

A simple daily rhythm

Start with SLA Risk and Needs reply, then Unassigned, My Work, and Follow-ups. Work one source record at a time. End by ensuring every pending item has a visible future action and every high-risk item has an owner.

Inbox model check

Work and Private Mail visibility understood
Team inbox and individual assignment distinguished
Queue chosen for the operating question
Workflow and delivery state kept separate
Customer context reviewed
Resolution or next action visible