Use messages to centralize customer communication, record context, assign threads, send drafts, manage templates, sync connected channels, and keep AI-assisted replies safe.
Last updated: May 29, 2026
Messages centralize communication connected to customers, records, and workspace work. Use messages to keep email, SMS, Slack, internal comments, attachments, templates, assignees, and thread status in one operational view instead of losing context across separate inboxes.This reference explains what messages should contain, how channels and threads work, and what to check before syncing, sending, drafting, assigning, archiving, importing, or troubleshooting messages with AI, workflows, integrations, or manual entry.
Claude/Codex
Review this message thread before replying. Check customer, channel, recipients, subject, latest message, related records, assignee, status, attachments, template fit, privacy risks, and whether a draft reply is safer than sending now. Do not send the message yet.
Reviewing messageI reviewed the thread. Confirm recipients, related records, latest context, privacy risks, and approval needs before sending or scheduling a reply.
Ask for another message check...
What a message represents
A message can represent an inbound conversation, outbound reply, internal note, saved draft, scheduled message, or imported thread from a connected channel. It should help the team answer:
Who is the customer, contact, vendor, or teammate involved?
Which channel did the message come from or go to?
What record, order, invoice, deal, task, support issue, or workflow is related?
Who owns the next response?
Is the thread active, archived, unread, assigned, resolved, or waiting?
Is the reply a draft, scheduled message, sent message, or failed send?
What evidence, files, links, or audit trail support the response?
Common fields and context include:
Thread title or subject
Channel, sender, recipients, cc, bcc, or phone number
Message body, preview, timestamp, unread state, and status
Assignee, owner, follower, or responsible team
Related company, contact, deal, order, invoice, task, ticket, custom object, or file
Attachments, links, templates, and message body templates
Sync source, imported history, draft state, scheduled time, sent time, and failure state
Messages should preserve business context without exposing private information to the wrong recipient. Treat customer replies, support responses, billing messages, and legal or contract-related messages as review-sensitive.
Channels, threads, and templates
Messages can come from workspace-level channels or personal/account-level channels, depending on how your team connects communication tools.
Workspace channels centralize shared team communication such as support, operations, billing, or sales inboxes.
Account channels let an individual user compose from a connected personal account when allowed.
Threads group messages by conversation and can have status, assignee, unread state, and archive state.
Templates help standardize replies, reminders, confirmations, and handoffs.
Body templates provide reusable content for specific message types or objects.
Sync and import history show whether connected channel messages were pulled into Sanka successfully.
Creating or syncing a message thread does not automatically resolve a support issue, update an order, approve a refund, close a deal, or complete a task. Those changes should happen in the related records, workflows, or actions after review.
Review before sending
Ask AI to prepare drafts first, especially for customer-facing or sensitive messages.
Sample prompt
/sanka Draft a reply for this message thread. Check the latest customer message, related records, order/invoice/payment status, assigned owner, prior replies, attachments, and privacy risks. Keep the reply as a draft and list what a human should verify before sending.
For sync or import issues, review channel and history before assuming messages are missing.
Sample prompt
/sanka Troubleshoot this missing message thread. Check the connected channel, sync status, import history, active/archive filter, assignee, unread state, search terms, related customer, and whether the message is in another workspace or personal account. Do not change channel settings yet.
Expected behavior
When messages are configured correctly:
Connected channels show active threads and unread counts that the workspace can access.
Sync or import pulls supported messages into Sanka according to channel settings and permissions.
Threads can be assigned, unassigned, archived, restored, or moved through supported statuses.
Drafts, scheduled messages, sent messages, and failed sends keep their own status.
Templates can be reused, updated, or deleted without changing already-sent messages.
Related records keep communication context for handoff, audit, and support review.
Notifications and workflows can use message status, mentions, tags, or thread changes when configured.
Messages do not guarantee external delivery unless the selected channel is connected, recipients are valid, required fields are present, and the send action succeeds. Messages also do not automatically update the business record unless a workflow or action is configured to do so.
Troubleshooting
A message thread is missing
Check active versus archived view, connected channel, sync/import history, channel permissions, workspace, personal account scope, search terms, date range, and whether the thread is tied to a different customer or record.
A reply was not sent
Check channel connection, sender account, recipients, cc/bcc, subject, message body, schedule time, required credentials, and failure status. Keep a failed reply as evidence and resend only after confirming the correct recipient.
A message is assigned to the wrong person
Review the current assignee, manual assignment history, workflow assignment rules, owner of the related record, and whether the thread should be unassigned, reassigned, or escalated.
A template looks wrong
Check whether the template is workspace-wide or object-specific, whether placeholders were reviewed, whether the selected language and tone fit the customer, and whether the template was changed after a prior message was sent.
Imported Slack or email history looks incomplete
Check import filters, import status, channel scope, permissions, date range, failed count, and whether private or inaccessible channel content was intentionally excluded.
AI cannot decide whether this is a bug
Ask AI to compare channel setup, sync/import history, thread status, assignee, related records, recipients, draft/send/schedule status, templates, permissions, and audit history. Treat it as a possible bug only after confirming setup and source-channel data are correct.
Checkpoints
Before sending, scheduling, archiving, assigning, syncing, importing, or replying to a message support question, check customer identity, channel, recipients, latest thread context, related records, privacy risks, template content, assignee, status, permissions, and audit history.
Search Sanka...
Review message reply
Logs
Search logsAll actionsAll dates
ID / ActionDateTarget / ItemChangeActor
3Thread reviewed2026/05/20 10:00Billing question from Green Salon GroupChecked latest message, invoice, payment status, and assigneeSupport user
2Draft prepared2026/05/20 11:00Customer reply draftPrepared reply and held for invoice confirmation before sendingClaude / Codex
1Thread assigned2026/05/22 09:30Operations handoffAssigned thread to billing owner and linked related invoiceOperations admin
Message review should confirm the latest context, correct recipients, related records, and privacy boundaries before sending customer-facing replies.
