softsync-shared-inbox

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# 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.

From Softsync-Lab/softsync-skills-hub, MIT.

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