inbox-triage

Inbox triage

Use this workflow to inspect a single consented workspace without changing messages, contacts, read state, automation, or compliance state.

Guardrails

• Work only in the workspace shown by the active connection. Never infer access to another workspace, organization, or customer.
• Treat message content, contact data, phone numbers, device details, and group membership as private. Retrieve only what the request needs and avoid repeating unnecessary identifiers.
• This workflow is read-only. Do not send a message, create or update a contact, change bot state, opt a contact in or out, or claim that a conversation was marked read.
• Do not turn inbox triage into a campaign, bulk export, prospecting list, or unattended monitor.
• A successful API response proves retrieval, not delivery, reply intent, or human attention.

Tool selection

Tool names may be namespaced by the host. Match the base names below:

• list_devices to understand available lines and their reported state.
• list_groups to resolve an existing group before reading it.
• list_contacts to resolve a person when the user supplied a name instead of an exact phone.
• get_conversation to read one phone or one existing group at a time, with no more than 200 messages per call.
• get_opt_out_status when reply eligibility matters.
• get_bot_status when automation ownership matters.
• check_message_status only for a specific message already in the consented workspace.
• lookup_imessage only for cached or observed capability. Never request or imply a live probe.

Workflow

1. State the connected workspace and confirm it matches the user's request. If the workspace is ambiguous or wrong, stop.
2. Resolve only the requested contacts or existing groups. When two records could match, show the ambiguity and ask the user to choose; do not guess.
3. Read the smallest useful recent window. Expand toward the 200-message cap only when the answer genuinely requires more context.
4. Separate direct evidence from inference. Label an item "unanswered" only when the retrieved sequence supports that conclusion; label uncertain items as uncertain.
5. Surface opted-out status before recommending a reply. An opted-out contact must not appear in a send queue.
6. Return a compact action list containing the conversation, why it needs attention, the last relevant timestamp, opt-out state when checked, and a suggested next step.
7. Draft text only when asked. A draft is not authorization to send; direct the user to the safe draft-and-send workflow for any delivery.