An Inbox workflow is available only when your onboarding includes the relevant Inbox integration and permissions. An MCP connection does not automatically include every feature visible in the Inbox web application.
Start with a read-only task#
Choose an approved test conversation or contact. Ask the AI to retrieve only the fields needed for the task and identify the workspace. Review the result before accessing a larger set of conversations.
Using my enabled Inbox read tools, retrieve the approved test
conversation. Summarise the latest customer question and any
recorded follow-up. Do not send a reply or change its status.Prepare a reply#
Give the AI the approved facts and the intended tone. Ask it to distinguish information from the conversation from information that still needs checking. Review the proposed reply before a sending action is authorised.
If no sending tool is enabled, the AI can still prepare a draft for a human to use in the Inbox application. It must not claim that a draft was sent.
Follow-up and handoff#
Confirm the contact, channel, workspace and timing. Channel-specific consent rules and delivery limitations still apply. If a conversation needs a human, follow your team's escalation process rather than continuing an uncertain automated exchange.
What to verify#
After an authorised change, check the conversation or record in the source system. Record whether the operation created a draft, queued a message or completed delivery; these are different states.
For connection errors use troubleshooting. For new Inbox capabilities, ask DigLab to verify the corresponding tool and account permissions before including them in a recurring workflow.