softsync-lab/softsync-skills-hub/softsync-messages

Messages

Messages are everything the workspace has received or written about its records: synced emails, notes and notifications.

Which tool

• About a company or person ("last week's emails with Acme"): resolve them to record ids, then query_messages with those ids and a time window. See the finding-messages reference for the exact sequence.
• By topic, with no company or person named ("emails about the renewal"): semantic_search_messages. Never use it as a fallback when query_messages finds nothing for a company or person — similar text is not proof it is about them.
• Full text of one message: get_message_by_id after finding it.
• Calendar events ("my meetings this week", "when did we last meet Acme?"): use calendar_events (action list) from the meetings skill, not query_messages.
• Meeting summaries: a summary someone saved to a record is a note on that record. Find it with query_messages on the record. Recordings that were never saved to a record stay in the desktop app and cannot be reached from here.
• How many ("how many emails have we exchanged with Acme?"): get_message_statistics counts messages linked to a record or person.
• How-to and policy questions ("what is our refund policy?", "how do I reset the router?"): search_knowledge finds the passages in the workspace's own articles and guides. Quote them and name the source; do not answer from memory. When drafting a reply to a customer, set audience to public so only what the help center already shows customers is used.

Sending a text

• send_message sends a text (SMS) to a contact (toRecordId) or a phone number (to). It shows on the contact's timeline like an email.
• To answer a text conversation in a shared inbox, reply there instead (shared inbox skill), so the answer stays in the same thread.
• A text reaches a real phone and cannot be recalled. Show the exact text and recipient and wait for a clear yes. Pass a clientRef of your own so a retry never sends twice.
• People who replied STOP are skipped; say so if the result reports it rather than claiming it was sent.

Rules

• Resolve a company or person to its record id first (see the records skill), then filter messages by that id.
• You only see messages linked to records you can access. Say so if something the user expects is missing, rather than claiming it does not exist.
• Never guess a message id.

More detail

Read these when the task needs them:

• finding-messages: The required call sequence for "what did we discuss with Acme?" and when topic search is the wrong tool.
• resolving-records: Turning a company or person into every linked record id before reading their messages or acting on them.