Communications
Work with organization email threads, tickets, assignments, notes, templates, labels, SLAs, and linked returns.
What this module does
Communications is the organization inbox and customer-support workspace. It combines email threads with ticket context, folders, labels, assignments, internal notes, replies, attachments, templates, SLA indicators, and related operational records.
The workspace includes a thread list, message view, folder navigation, ticket context, and a configurable right rail. Organization settings provide communication profiles, signatures, preferences, labels, topic labels, templates, and SLA policies.
When to use it
Use Communications to read and respond to customer email, organize conversations, assign work, record internal context, connect a conversation to an order or return, and review communication performance.
Use Orders for the complete transaction and Returns for the return-specific record.
How it fits into CapitalOS
Communications uses the organization’s connected Nylas account to synchronize supported email data. Tickets can connect conversations to customers, orders, returns, and other CapitalOS context.
Users can work with returns from the communication workspace, including reviewing return information and creating supported return records without losing the customer conversation.
Main concepts
- Mailbox and folder: the connected email source and its navigation structure.
- Thread: a group of related messages in a conversation.
- Ticket: the organization work record associated with a customer conversation.
- Assignment: the team member responsible for the ticket or conversation.
- Internal note: team-only context that is not sent as customer email.
- Topic label: organization-configured classification for communication work.
- Template and signature: reusable organization content for consistent replies.
- SLA indicator: timing context based on configured service-level policies.
- Communication profile: the connected sending identity and related settings.
Typical workflow
- Select the organization and mailbox.
- Use folders, ticket views, labels, or search to locate a conversation.
- Open the thread and review customer, order, ticket, and return context.
- Assign the work and add an internal note when team coordination is needed.
- Reply inline or compose a message using the correct recipients, profile, signature, and optional template.
- Add attachments or update supported ticket fields.
- Create or connect return work when the conversation concerns a return.
- Use analytics and SLA information to review workload and response performance.
Permissions and prerequisites
You need Communications access and a connected, usable Nylas account for synchronized email. Sending behavior also depends on the selected communication profile and organization settings.
Orders and Returns context requires access to those modules and matching identifiers. A delayed thread can indicate backfill or synchronization is still running.
Guides planned for this module
- Navigate inboxes, threads, and tickets.
- Reply, add notes, and assign work.
- Configure profiles, templates, and SLA policies.
- Link conversations with orders and returns.
- Use communication analytics and workload views.
- Troubleshoot missing, delayed, or unsent messages.