Email, SMS and MMS, inbound web leads, and internal user-to-user messages all land in the same conversation model. That is not a convenience feature. Because every conversation is a first-class platform record, it inherits the entire security model without a single line of inbox-specific permission code.
Inbound mail is parsed and mapped onto the record it belongs to, and outbound mail queues through the same transactional layer.
Text conversations appear as threads alongside everything else rather than in a separate tool nobody checks.
Form submissions from your site arrive as conversations attached to a contact, not as an email nobody owns.
User-to-user direct messages live in the same place, so a handover does not require a second application.
The routing model is deliberately small, because inbox routing is where most systems accumulate special cases.
Owned by one user. Their email address, their direct number, their messages.
Owned by a role rather than a person, so support@ or dispatch@ reaches whoever currently holds that role instead of whoever set it up.
Owned by neither, visible to everyone permitted to see the records they attach to.
A personal line can be routed to that user's AI agent, which drafts and queues responses for approval rather than sending unattended.
This is the design decision that pays off repeatedly.
Every conversation is bound to the universal record layer. That single choice means conversations automatically get:
Notifications surface a count of items awaiting review, so the inbox is something people act on rather than something they discover late.
For most cases, no. Conversations, assignment, follow-up, and reporting are part of the platform, and the support-desk build guide walks through a complete example.
Yes. Personal lines are owned by a user, and normal record permissions apply to everything else.
Yes. Conversations are records, so they export with everything else, including attachments.
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Get started free Read the docsUniversal Inbox brings work needing attention into one place while conversations, form submissions and business records remain their original sources. Refresh a changed item before approving an action. GoClaw research and planning are read-only; material changes require the configured approval policy and permission for the specific action.
Read the guideFor records that support Personal, explicitly choose Personal or an eligible DataRole. Personal records belong to their owner and have no location. Chat Rooms, Discussion Boards, Knowledge, Company News and Files are shared-only: choose one DataRole. For shared records, choose an authorized location or All when permitted; a blank location is not All. Child records inherit their parent’s scope. A shared record cannot be converted to Personal.
Read the guideChat rooms and messages require current room membership as well as DataRole and location access, including when opened through Graph, Activity or Favorites. Find them in native Chat Rooms search; general and AI search exclude chat content. Administrators add eligible members, and saves check current authority again. Room removal preserves history through soft deletion; an authorized restore does not revive independently removed messages.
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