Great field operations start with clear guidance

What this guide covers

This guide explains how to manage conversation workload with clear ownership for Compose, Reply, and Assign Conversations. It is written for the current JobsiteOn implementation and avoids assumptions about unshipped behavior.

What is now in production

• /inbox/compose and reply flows support Send a Bcc to myself.
• Compose and reply flows support Notify customer via SMS.
• Optional SMS phone override and Preview SMS are available when SMS is enabled.
• Reminder automation defaults come from /settings/communications.

Before you begin

• Confirm you can access the relevant route(s) for this workflow.
• Use sandbox first when testing a new process or policy update.
• Keep this article open while you execute each step so your team can follow one consistent path.

Workflow overview

1. Open the correct route and confirm workspace context.
2. Complete the core workflow action in order.
3. Validate downstream impact before handoff.
4. Document exceptions and close the loop with your team.

Step 1: Open the correct route and confirm context

Start from /inbox and confirm you are operating in the intended workspace and environment.

Route checklist

• /inbox
• /inbox/compose

Step 2: Complete the core workflow action

Follow the route sequence above from first screen to final save/submit point. Avoid skipping fields or intermediate review states during first-pass execution.

For outbound compose/reply sends:

1. Confirm recipients and subject/body.
2. Set Send a Bcc to myself as needed.
3. Set Notify customer via SMS and optional phone override.
4. Use Preview SMS before send when available.
5. Send and verify thread activity.

Step 3: Validate downstream impact

After the main action completes, verify that related modules reflect the update. The expected downstream impact for this area is faster response times and cleaner team handoffs.

Step 4: Handle exceptions quickly

If the expected result does not appear:

1. Refresh the current page and confirm the record status.
2. Verify required linked entities (contact/property/team/job/invoice context as applicable).
3. Re-run the action in sandbox if live-state confidence is low.

Step 5: Keep the process repeatable

Capture the final operating sequence for your team and reuse this article as the reference runbook. When behavior changes, update this article in the same change set as the product update.

Validation checklist

• Primary route opened successfully.
• Core action completed without blocking errors.
• Downstream module behavior matches expected workflow.
• Team handoff information is complete.
• Bcc/SMS send controls apply correctly to outbound compose/reply sends.

Troubleshooting

I cannot access one of the listed routes

Confirm account permissions and environment selection. If access is still blocked, route the issue to your admin/support path with the exact URL.

I saved changes but I do not see the result

Reload the route, confirm linked records, and validate whether this workflow is beta-gated in your workspace.

My screen layout looks different

Layout can vary by feature flags or viewport size. Keep following route names and workflow checkpoints from this guide.

FAQ

Is this available in every workspace?

This guide documents generally available behavior in current production routes.

Should we run this in sandbox first?

Yes. Sandbox-first execution is recommended for process changes and first-time team rollout.

How often should this process be reviewed?

Review whenever related auth/onboarding/module/release behavior changes.

Notes

This article covers currently available behavior in active production routes.

Related Articles

• Use Inbox Views and Folders
• Create and Manage Contacts