Great field operations start with clear guidance

What this guide covers

This guide explains how to manage conversation workload with clear ownership for Use Inbox Views and Folders. It is written for the current JobsiteOn implementation and avoids assumptions about unshipped behavior.

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

Step 2: Complete the core workflow action

Use the left-side views to narrow the queue before you open a thread:

• My Tasks shows threads assigned to you.
• Assigned Out shows threads assigned to someone else.
• Unassigned shows open threads without an owner.
• Starred shows open inbox threads you flagged for follow-up.
• All shows the full open queue.
• Sent shows outbound mailbox threads.
• Archived shows threads moved out of the active inbox.

When you review a thread in /inbox, the current read-state contract is:

• Single-click a thread to select it and review the conversation without changing unread status.
• Double-click the thread row when you intentionally want to mark it as read.
• Right-click the thread row and choose Mark as read for new unread conversations, or Mark as unread for conversations you already reviewed.
• The same right-click menu exposes Star or Unstar and Archive, and those actions should persist in whichever workspace environment is currently active.

Use this sequence when triaging new conversations so read state reflects an intentional handoff instead of accidental selection.

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.

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.

I clicked a thread and it stayed unread

That is expected. Single-click selection only opens the thread. Use a double-click to mark the thread as read.

I need to return a thread to unread

Right-click the thread row in /inbox and choose Mark as unread. The thread and its emails should return to the unread state together.

I right-clicked a new thread and need to clear the unread state

Right-click the unread thread row in /inbox and choose Mark as read. If the thread is already read, the same menu should switch to Mark as unread instead of showing the read action again.

I starred or archived a thread and the view did not update

Confirm you are still on the intended /inbox view and environment, then refresh once. Starred, Sent, and Archived should reflect the saved thread state immediately after the action completes.

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

• Compose, Reply, and Assign Conversations
• Workspace Settings Map