Two members talking over coffee and laptops in the tershouse lounge armchairs

08 — inbox & crm

One inbox.
One connected record.

One shared inbox for your team, with every conversation connected to the right member, prospect, company or event. Assign owners, add internal notes and keep the full context in one place.

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The prospects board in the backoffice: five columns from needs response to lost, with a type filter above — fig. 01 — the prospects board, every type across five stages

Your own address

Staff connect their own mailbox, and mail goes out from their own address.

Each staff member connects their Gmail or Microsoft 365 account with a normal sign-in. Quotes and replies then go out from their own address and sit in their own Sent folder, and the mail they already exchange with a customer shows up beside that customer.

The Email connectivity settings page with the Google card, the Microsoft card and the never-log list — fig. 02 — the Email connectivity settings

The Google card in the email settings with the Connect Google button and the sending-only link — fig. 03 — the Google card, with the sending-only option

Sending only, if you prefer

Choose sending only and tersOS never reads your mail, but it still goes from your address.

The Email and Delete actions at the top of a prospect record — fig. 04 — the Email button at the top of a prospect’s page

An Email button on every profile

Write to a member, prospect, client or event contact with their address filled in.

The composer opened on a prospect record, showing the From, To and Subject rows — fig. 05 — the composer on a prospect’s page, sending from the shared address

A broken mailbox never blocks a send

If a connected mailbox stops working, its owner is told and the mail still goes out.

Shared inbox

Mail is grouped into conversations, and each one belongs to the member, prospect or event it is about.

Every message is threaded into a conversation, including everything tersOS itself sent, so nothing is missing from the middle. A conversation can be handed to a colleague, opened and closed, given staff-only notes and linked to the member, prospect, company or event it is about.

Filters for who owns what.

Filter the list to unread, needs triage, mine, open or closed, so a colleague can pick up where the last one left off.

Assign a conversation to a colleague, open it or close it
Internal notes that only staff can see
Link a conversation to a member, prospect, company or event
Turn a thread into a prospect or an event enquiry in one click

The inbox filter tabs: all, unread, needs triage, mine, open, closed — fig. 06 — the inbox filter tabs

Prospects

Every enquiry is a prospect on a board, filed by type.

A request from the Public Hub, a lead captured by tersAI or a thread turned into a prospect all land on the same board. There are six prospect types, each with its own stages: membership, tour, day pass, trial, virtual office and general. Staff drag cards between stages, or switch to the list.

The prospects pipeline as a list with contact, email, type, details, stage and created columns — fig. 07 — the same pipeline as a list

Prospect cards in the needs response and in conversation columns of the board — fig. 08 — prospect cards in the needs-response and in-conversation columns

A card is a person and a stage

Name, type, stage and what they asked for, on a card you drag to the next stage.

The type filter chips above the prospects board — fig. 09 — the type filter above the board

Filter by type

Show only membership, tour, day pass, trial, virtual office or general enquiries.

The pipeline counts beside the New prospect button — fig. 10 — the pipeline counts beside the New prospect button

The counts above the board

How many prospects are active, need a response, are in progress or done.

What to do next

A prospect’s page says what to do next and offers only the actions that apply.

The page holds the contact, what they asked for, their message, the linked conversations and every stage change. tersOS suggests the next step for that prospect, and the action list only shows what applies right now: contacted, scheduled, arrived, completed, no-show, closed or reopen.

Next best action

A suggested next step, with the reason, based on the prospect’s type, stage and message.

The actions list on a membership prospect record — fig. 13 — the actions list on a membership prospect

Convert in one step

Convert to a member, team, day pass or virtual office, and their sign-in details go out.

The reclassify panel with the option to convert the prospect to an event inquiry — fig. 14 — the reclassify panel, with the move-to-Events option

Reclassify, or move it to Events

Change a wrong type, or turn it into an event enquiry and its mail comes along.

In Gmail

The Gmail add-on shows who the sender is, next to the mail.

Staff who live in Gmail set up the add-on once with a one-time code. From then on the sidebar tells them who the sender is, summarises the thread or answers questions about it, drafts a reply, saves the mail as a note, creates a prospect from it or moves a prospect to the next stage.

The same prospect, wherever you open it.

Look up a sender and tersOS tells you whether they are a member, client, prospect or event enquiry, with their recent activity. This is the same prospect, opened from the board.

Look up the sender
Summarise or chat about the thread
Draft a reply, save a note, create a prospect
Move a prospect to the next stage

A prospect opened in the quick view panel over the prospects board — fig. 15 — a prospect opened in the quick view over the board

Privacy

Some mail must never enter the CRM, and that is a setting.

Put an address or a whole domain on the list tersOS must never keep, and mail with the lawyer, the accountant or HR never becomes a shared conversation. You can also stop tersOS reading a mailbox without disconnecting it: sending keeps working from your address while reading stops.

Mail that tersOS never keeps.

Add one address to keep out that person, or a whole domain to keep out everyone at that company.

Mail with anyone on the list is never read or kept
Stop tersOS reading a mailbox and keep sending from it
Mailbox sign-in details are kept encrypted and never shown

The never-log section of the email settings with its address input — fig. 16 — the never-log list in the email settings

Where it shows up

The same prospect, wherever you look.

An enquiry is the same prospect whether it came in through the Public Hub, by email or from a tersAI conversation. The board shows it, the prospect’s page is where you work it, the Gmail add-on shows it beside the mail, and the email settings decide which mail comes in at all.

The first columns of the prospects board — fig. 17 — the first columns of the prospects board

Boardbackoffice · staff

Stage, next best action and actions on a prospect record — fig. 18 — stage, next best action and actions on a prospect’s page

Recordbackoffice · one prospect

fig. 19 — the Gmail sidebar, drawn

Gmail add-onstaff · inside Gmail

The email connectivity settings — fig. 20 — the email connectivity settings

Settingsadmins · email connectivity

Also included

The rest of what Inbox & CRM does.

Mail

Everything tersOS sent is in the thread too
Reopen a closed conversation
A dismissed suggestion stays dismissed
Search conversations by subject or sender to link them

Pipeline

Six prospect types, each with its own stages
Mark a prospect contacted, scheduled, arrived, completed, no-show or closed
Requests from the Public Hub arrive on the board as prospects
Leads tersAI captures on the Public Hub become prospects
A misfiled lead moves to the Events pipeline with its mail attached
Developers can reach the same data through the tersOS API

Gmail add-on

Look up the sender
Summarise the thread or chat about it
Draft a reply and save the mail as a note
Create a prospect from a mail, or move one to the next stage
Set up once with a one-time code
Type any email address and see who it is, with their recent activity

The Tuesday enquiry

An enquiry lands at 08:41, and tersAI says who it is from and drafts the reply.

In the shared inbox tersAI suggests which member, prospect or event a thread belongs to, and staff accept or dismiss the suggestion. On a prospect, staff ask for a draft written for that prospect’s type, stage and message, then edit it and send it themselves. tersAI never sends mail on its own.

“Who is a.hodzic@kolektiv.ba? She is asking if the amphitheatre is still free on the 12th.”

tersAI — Amina Hodžić is the contact on the Kolektiv September offsite inquiry, open since March. This thread is not linked to it yet. Link it?

“Yes, and draft a friendly reply confirming the 12th.”

tersAI — Linked. The draft is in the reply panel; edit it and send it from your own mailbox.

a sender looked up, a thread linked and a reply drafted; staff send it

The Draft reply with AI panel on a prospect record, with a generated subject and body ready to edit — fig. 21 — the Draft reply with AI panel on a prospect

“We don’t have to ask who someone is. The inbox already tells us.”

The tershouse team, Sarajevo

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One inbox.
One connected record.