Work through your Inbox
Review incoming work, keep what matters, and start a Session with useful context.
Inbox brings items from connected services into one place for review. It helps you decide what needs attention without turning every email, message, or event into a Session.
Find what needs attention
Open Inbox from the main navigation.
Use the filter to move between:
- Active, for items still waiting for a decision;
- Mentions, for items that refer to you; and
- Done, for items you have already dealt with.
Search narrows the current view. Related messages may be grouped into one thread so you can review them together.
Read the full context
Choose an item to open its details. Depending on the source, you can see the parsed content, the original presentation, people involved, dates, source actions, and the surrounding thread.
The source system remains authoritative. Inbox is a working view of connected information, not a replacement for the original mailbox, calendar, or service.
Decide what happens next
Use the smallest action that fits:
| Action | Use it when |
|---|---|
| Archive | No more work is needed |
| Restore | A completed item needs attention again |
| Start agent session | You want to work from this item. The play control opens a new Session with it attached as context |
| Draft reply | A Gmail item needs an agent-prepared draft for you to review |
Start a Session the same way as from a Channel: the play control seeds the item into the composer. Add a Channel there if the work belongs with shared records.
A Session keeps the Inbox item as context
Starting a Session from Inbox attaches the selected item as source context. Archive items you do not need to keep in the Active queue.
Understand source actions
Some actions can also update the connected service. For example, archiving a Gmail item may archive it in Gmail rather than only hiding it in the Twin workspace.
The workspace reports a failure when a source action does not complete. Do not assume that the original service changed until the action is confirmed.
Keep Inbox useful
- Archive items that no longer need a decision.
- Start a Session only when there is a clear outcome for the agent.
- Use the composer to say what you want done, not merely to repeat the message.
- Check the original source before acting when the parsed view is incomplete.