First Class Modules

Universal Inbox

Collects configured external email, SMS, web-form submissions, and other inbound communications into one secured attention layer where unsorted work stays visible and routing rules can classify, prioritize, assign, and queue it for action.

Use Universal Inbox as the front door for communication and work arriving from outside the organization. It gives users one place to see both unclassified incoming items and communication already sorted into a queue, owner, priority, or workflow.

What it does

Collects configured external email, SMS, web-form submissions, and other inbound communications into one secured attention layer where unsorted work stays visible and routing rules can classify, prioritize, assign, and queue it for action.

Key capabilities

• Receive configured inbound email and SMS through native Conversations and messages.
• Receive web-form submissions and other authenticated inbound source events without losing their native source record.
• Keep unmatched or unsorted items visible for human triage instead of dropping them into a hidden channel silo.
• Apply deterministic routing rules and permitted AI classification to assign queues, owners, tags, priorities, and due/SLA attention.
• Open the full native source context, prepare replies or actions, approve governed suggestions, snooze, reassign, and complete work.
• Increment ActivityVersion when new source activity arrives so stale drafts or actions cannot execute.

Common uses

• One intake queue for support, sales, service, operations, and customer requests.
• Sorting unknown inbound communication before it reaches a team or person.
• Shared ownership, SLA, escalation, and GoClaw-assisted preparation across external channels.

How it connects

Email and SMS normalize into native Conversations; web forms remain native submissions; other inbound endpoints keep their canonical source records. Inbox items point to those sources as the attention layer. Sorting changes queue/ownership/attention state—it does not move or copy the underlying conversation, form, or business record.

Where applicable, its records use the universal RecordId conventions so they can participate in secured relationships, activity history, favorites, dynamic fields, notifications, Inbox attention, and global search without copying the source record.

Security and data boundary

An item is visible only when the current user can access its source record and effective queue scope. Routing never grants source access. GoClaw preparation, approval, and execution reapply the user's record/DataRole/location envelope, AI-read gate, action permission, and current ActivityVersion.

• The authenticated service derives the SaaS app, tenant account, user, DataRole, and location scope; browser identifiers are never authorization proof.
• The page editor composes React components with validated data bindings. Those bindings call typed runtime APIs, whose application services execute reviewed stored procedures.
• List, search, detail, relation, activity, favorite, and write operations reapply their required server-side permissions.

Add it to an app

1. Connect each supported external channel through its reviewed email, SMS, web-form, or inbound-endpoint contract.
2. Define the default Unsorted/Triage queue so unmatched communication remains visible and owned operationally.
3. Add routing rules for source, recipient/line, form, intent, customer, location, priority, or other permitted context.
4. Configure queues, assignment, SLA/escalation, and the existing permissions for the people who will triage or act.
5. Enable GoClaw preparation only for permitted users/queues, then test new, routed, reassigned, duplicate, late, and stale-activity cases end to end.