Inbox and email
Work shared conversations without losing ownership, context, or the next step.
- For
- Revenue teams
- Owner
- Communication operations
- Outcome
- Send and receive customer email with a visible record of delivery.
- Last verified
- 2026-08-30
- Next review
- 2026-11-28
- Status
- supported
Customer journey
Run frontline daily work
- Estimated time
- 15 min
- Permissions and roles
- Manager · Frontline user
Open the completion checklistSteps, proof, and recoveryClose checklist
Prerequisites
- A supported and healthy email connection
- An approved sending identity and domain state
- A non-sensitive test thread
Permissions in practice
- Manager: approve the sending identity and escalation path.
- Frontline user: work assigned threads and approved templates.
Steps
- Open the customer thread and confirm identity, ownership, and context.
- Check the sending identity, provider, domain, and template before sending.
- Send one controlled internal or approved test and inspect delivery state.
- Reply from the thread, record the outcome, and create the next task.
- Review reliability evidence before expanding the workflow.
Success proof
- The message appears once with the expected sender and visible delivery state.
- The thread remains linked to the right customer and owner.
Common failures
- Domain or webhook verification is incomplete.
- A request times out and the sender repeats the message blindly.
Recovery
- Check provider and Sakhaa delivery state before retrying.
- Keep failed work visible and use the email troubleshooting guide for safe evidence.
Rollback
- Pause the affected send path and keep the current approved provider available.
- Restore the previous sender or template after owner review.
Next task
Review the communication provider connection and fallback.
The Inbox is the place for active conversation work. Email settings, content, templates, and reliability controls support the same journey, but they serve different decisions.
Work from the conversation
Open a thread when you need to reply, assign ownership, inspect the customer context, or decide what happens next. Keep the conversation identity intact when work moves between people or channels.
Set up before sending
- Confirm the sending identity and provider settings.
- Verify the domain and DNS requirements where the workspace asks for them.
- Use Content for reusable templates and blocks.
- Send a controlled internal test before turning on a broad workflow.
- Watch Communications Reliability for delayed, failed, or ownerless work.
Failure is a state, not a disappearance
If a message cannot be sent or a dependency is unavailable, the workspace should leave a visible record of what happened and what needs review. Do not replay a customer action just because a UI request timed out.