Summary
Communications is the most important day-to-day operating surface in TruAgents. This is where teams should expect to review activity across channels, inspect individual threads, and keep operational decisions tied to real communication history instead of treating each channel like an isolated inbox.Who this is for
- Operators working live customer communications
- Campaign managers reviewing campaign impact
- Support or communications teams responding to incoming activity
Where to find it in the app
- Communications
- Communications → thread detail
What this workflow should accomplish
The Communications workflow should help a team:- filter the activity they care about
- inspect sent and received communications in context
- understand which campaign or thread a communication belongs to
- decide what follow-up action is required
A strong day-to-day operating loop
- Start from Communications.
- Filter by channel, direction, status, contact, campaign, or run as needed.
- Open the thread or communication detail instead of relying only on the table row.
- Confirm what campaign, run, or draft context explains the current communication.
- Decide whether the next action belongs in communications review, campaign review, contact cleanup, or admin setup.
What you can usually filter by
The current Communications workspace strongly suggests filters for:- channel
- direction
- status
- test versus non-test activity
- campaign
- campaign run
- contact
- date range
Why this is the primary story
The app navigation and route structure already suggest that Communications is the long-term unified workflow, while separate channel-specific route trees are transitional. That means this page should become the center of the customer-facing operating story.What to look for in the current product flow
- channel filtering and cross-channel visibility
- thread-level inspection
- relationships to campaigns and campaign runs
- sent versus received context
- tags, analytics, and detail-level review paths where relevant
Example triage paths
| If you are trying to answer… | Start here | Then go deeper into… |
|---|---|---|
| ”Did this message actually go out?” | Communications row | Communication detail |
| ”Why is this here?” | Communication detail | Related campaign run or campaign |
| ”Is this part of a larger thread?” | Communications | Thread or detail view |
| ”Do we need to change contact data or tagging?” | Communication detail | Contact or related tag workflow |
What a row can tell you quickly
Even before opening the detail view, the current feed structure suggests a row can help you inspect:- channel and direction
- contact identity
- preview text or transcript hint
- status
- campaign or run context
What not to do
- do not jump straight to old channel-specific pages unless you have a specific reason
- do not assume the table row alone tells the whole story
- do not debug campaign behavior without checking actual communication outcomes
Good operator habits
- start broad, then narrow with filters
- treat test-run activity separately from live activity
- open detail views before making assumptions
- use campaign and run context to explain communications instead of guessing from message text alone
- feed real communications findings back into campaign, contact, or setup changes
Operational checks
- Your team knows when to start from Communications instead of hunting through older channel-specific pages.
- You can find the thread or communication detail you need without relying on internal-only tools.
- Campaign activity can be connected back to real communications behavior.
- Incoming responses or follow-up activity have a clear operational home.