softsync-lab/softsync-skills-hub/softsync-shared-inbox

Shared inbox

Each customer conversation in a shared mailbox is a normal task record in the group chosen for that mailbox. The task is the single place for who has it and whether it is done; there is no separate inbox assignment.

How a conversation maps to its task

• ticket_id is the task's ticket number (e.g. TICK-000042). The app gives it on create; never send it. Search by it to find a ticket the user names.
• contacts and customers link the customer's contact and company when known. A brand-new customer is linked once the team replies.
• The task's email_thread field is <mailboxId>:<conversationId>: the mailbox (integration) id and the id of the email that started the conversation. get_message_by_id shows it: a reply has a thread_reply relation whose messageId is that first email; an email without one started its own conversation.
• owner is who handles it (empty = unassigned). status says whether it is done: completed or cancelled is done, anything else is open.
• The task is in the group chosen for the mailbox when tasks were set up. Look the group up with describe_workspace_schema.

Common requests

• Unassigned: search_records on tasks in the mailbox's group where owner is empty and status is neither completed nor cancelled. The inbox's Unassigned view also lists conversations that have no task yet, such as mail from before tasks were set up; those only show up in query_messages.
• Mine: the same, with owner equal to @me (the person asking).
• Give it to someone: update_record the task's owner. Done: set status to completed. Open again: set it to not_started.
• Read the emails: query_messages for the mailbox and time window, then get_message_by_id for the full text. A task's email_thread names the mailbox and the conversation's first email.
• A conversation with no task (older mail, or one nobody made a task for): build its email_thread from the email, check with search_records that no task has it, then record_creation a task in the mailbox's group with the subject as title and that email_thread. A task you create is yours; clear owner with update_record if it should wait for the team.

Rules

• New tasks come from the "Turn customer emails into tasks" automation, set up once in the app. It only covers mail that arrives after it was set up; older conversations stay without a task until someone assigns, closes or creates one. If the mailbox has no tasks at all, tell the user to set it up from the shared inbox.
• Reading the mail needs access to the mailbox; seeing the task needs membership of the mailbox's group. These are separate, so say which one is missing when something is not visible.
• Confirm before handing out or closing many tasks at once.

Reading and replying in the inbox

• inbox with action mailboxes: the shared inboxes you can work, with unread, waiting and yours counts.
• inbox with action list for one inbox's conversations, newest first, then action get for the whole thread.
• manage_inbox with action mark: read or unread, for you only.
• manage_inbox with action reply: answer as the shared mailbox in the same thread — an email for email, a text for texts. Pass a client reference of your own so a retry never sends twice.
• inbox with action channels: which kinds of messages the workspace keeps and the connections texts can go out through.
• A reply reaches the customer and cannot be recalled. Show the text and wait for a clear yes.