Builder Guide

Universal Inbox

External email, SMS, web forms, and other inbound communications in one attention layer—unsorted or routed, always actionable.

The Universal Inbox is the common attention layer for communication and work arriving from outside your organization. Configured email, SMS/text messages, web-form submissions, and other authenticated inbound sources all become visible in one place—whether they are still unsorted or have already been classified and routed.

Every inbound source keeps its real record

• Email and SMS normalize into native Conversations and messages, then create or update Inbox attention.
• Web forms remain native form submissions and create or touch the Inbox item that needs review.
• Other inbound endpoints retain their canonical source record and project only the attention/ownership state into Inbox.

The Inbox does not replace Conversations, forms, customers, cases, or other business records. It points to them so a user can triage and act with the full authorized source context.

Turn an email address into a support-ticket channel

A tenant account owner can open Email ticketing setup in Universal Inbox and enable the Ticketing checkbox for an individual inbound email address. Choose a short prefix such as SUP. Each new conversation received by that mailbox then receives one permanent, mailbox-scoped number such as SUP-000123.

Replies on the same conversation retain the ticket number. Turning Ticketing off stops numbering new conversations but does not erase existing ticket identities. Other email addresses continue to behave as normal Inbox channels.

Ticket resolution states

Support tickets deliberately reuse the Inbox lifecycle: New, Open, WaitingCustomer, WaitingInternal, Snoozed, Resolved, and Closed. The Support tickets view filters to numbered items, and the ticket detail labels this shared state as its resolution state. A new inbound reply reopens resolved or closed work through the normal Inbox activity path and increments ActivityVersion.

Unsorted first, routed when ready

If an item does not match a routing rule, it stays visible in an Unsorted or Triage queue. Nothing should disappear because the system could not classify it. Rules—and permitted AI classification—can then set queue, owner, priority, tags, due/SLA attention, and next workflow.

Common routing destinations include:

• Personal — conversations belong to one person (a rep's own line).
• Role-routed — conversations go to everyone holding a role (e.g., Support).
• Shared — conversations are visible to the whole workspace.

Sort and act

From an Inbox item, an authorized user can open the native source, assign or reassign ownership, change queue/priority, add tags, snooze, reply, create follow-up work, link records, start a workflow, approve a GoClaw suggestion, or complete the item. The exact actions depend on the source record and the user's existing action permissions.

Permission and stale-context protection

Routing never grants access. The signed-in user must still be allowed to read the source record under the tenant, DataRole, field, and location rules. New source activity increments the Inbox ActivityVersion; a reply or action prepared against an older version must be reviewed again rather than executing stale work.

Capability review: 2026-09-14. For exact current technical availability, use the generated API Map and first-class module inventory.