Daily work
Inbox
Manage active customer and prospect message threads
Inbox gathers supported communication into a conversation-oriented work queue linked to CRM context
What this workspace includes
- Thread list
- Message history
- Record context
- Reply and follow-up actions
Complete workflow
- 1
Review new threads
Open unread or priority conversations
- 2
Read the history
Understand previous messages and record context
- 3
Prepare the response
Use the correct sender and message
- 4
Record the next step
Create follow-up work when needed
How records and settings behave
- Messages remain in their conversation
- Record links appear when matching context is available
- Sender availability follows mailbox settings
Working effectively
- Read the full thread before replying
- Keep replies tied to a clear next step
- Use tasks for follow-up outside the thread
Keep the correct context
Confirm the active organization, agency, client, site, or record before making a change. The name shown in the workspace identifies where the result will be saved.
Frequently asked questions
Where should I start with Inbox?
Open unread or priority conversations
When is my work saved?
Messages remain in their conversation
How do I confirm the result?
Return to the related list or detail view and review its current status. Sender availability follows mailbox settings