CRAIM is built so the inbox is not a separate universe from CRM.
Inbox model
Conversation handling should stay attached to the same workstream context the rest of the team sees.
That means:
- message threads should not become the only source of truth
- follow-up suggestions should be tied to a workstream
- approvals and AI suggestions should stay reviewable
Tasks
Tasks are the execution layer for human follow-up and operational discipline.
Use tasks when:
- a manager needs a manual next step
- a workstream is waiting on a concrete action
- an SLA or response expectation matters
Working rhythm
Inbox to task
When an inbound event needs real work, create or verify the next task instead of relying on memory.
Task to pipeline
When the task outcome changes commercial reality, update the workstream status, stage, or next action accordingly.
Analytics and reporting
CRAIM already exposes dashboard and analytics views. Use them to track:
- workstream movement
- activity volume
- response behavior
- manager load
- AI-assisted operational throughput
Good reporting behavior
- report from structured states, not only from free-text notes
- keep assignments current
- keep stage updates meaningful
- avoid hiding operational work only in message threads
Practical rule
Inbox is where work appears.
Tasks are where work gets owned.
Workstreams are where commercial truth is recorded.