The smart inbox

Client work rarely arrives as a tidy to-do list. It arrives as email: "can you update the opening hours", "the contact form is broken", "we need the invoice again". The smart inbox turns those emails into tracked client requests automatically, so nothing is lost in a personal mailbox and the whole team can see what a client has asked for.

The addresses you get

Every address lives on the same mail domain (by default requests.tldtrack.com) and routes into the same requests inbox. What differs is how much TLDTrack already knows about who sent it:

• Your org-wide smart inbox. This is the main one. It reads as your agency slug, for example [email protected]. If your organisation does not have a slug yet, it falls back to a token form such as [email protected]. Mail here is routed by AI (see below).
• A per-client address. Each client on your books can have its own address of the form c-<token>@requests.tldtrack.com. Mail to it is filed against that client with no guessing.
• A per-site address. Each website can have its own address of the form d-<token>@requests.tldtrack.com. Mail to it is filed against that site, and against the site's client too.

Your org-wide address is shown on your agency workspace. The per-client and per-site addresses appear on the client and website pages. Use whichever fits: the org-wide one for general "forward it all here" convenience, a specific one when you want mail filed exactly.

How an email becomes a request

When a message lands, TLDTrack does the following:

1. It matches the address to your client, your site, or your org-wide inbox, and confirms your organisation has the agency add-on active.
2. It cleans up the subject (stripping Re: and Fwd:) and creates a new client request set to open, with the sender recorded as the requester.
3. The body of the email becomes the first message on the request's thread.
4. An AI reads it and writes a short summary with clear action items, so you see what needs doing at a glance rather than a wall of forwarded text.
5. A task is created and dated for the next day, so the request also shows up on your tasks list and calendar feed. Any action items the AI found become a checklist on that task.
6. The team gets a push notification that a new client request has arrived.

Smart routing: how forwarding works

The org-wide address is the one that makes forwarding effortless. When a client emails you directly, you can simply forward that email to your agency address. TLDTrack then:

• Looks inside the forwarded message for the original From: line, so it treats the real client as the sender rather than you, the forwarder.
• Compares that sender, the subject and the content against your list of clients and their domains, and files the request against the client it identifies.
• Keeps the full forwarded original attached to the request, so nothing is lost even if the match needs a second look.

This means you do not have to set up a per-client address for everyone. One address handles the whole book, and the AI sorts the post.

Threads, replies and re-opening

A request is a conversation, not a single note. Everything to do with one job stays on one thread:

• When you reply to a request from the workspace, your reply is added to the thread and sent to the client by email.
• If the client replies to that email, their message is captured back onto the same thread. TLDTrack recognises a request reference such as [REQ-1234] in the subject and appends to the right ticket instead of opening a new one.
• A reply to a request that was already marked resolved or closed automatically re-opens it, so a follow-up question never slips through as "done".
• You can also add an internal note that stays visible to your team only and is never sent to the client.

Adding requests by hand

Not everything comes by email. A phone call, a message in a meeting, a job you spot yourself: you can log any of these as a request manually from the workspace, pick the client and site it relates to, set a priority and assign it to a team member. From that point it behaves exactly like an emailed one.

Setting it up

1. 1
   Open your agency workspace and find your org-wide address in the Smart inbox strip on the Overview screen. It is also shown under Settings > Client portal.
2. 2
   Send a test email to it, or forward a real client email, and watch it appear as an open request within a minute or two.
3. 3
   For clients or sites you want filed precisely, grab their dedicated c- or d- address from the client or website page and hand it out, or forward to it.
4. 4
   Optionally set an auto-forward rule from your existing shared mailbox so capture is completely hands-off.
5. 5
   Reply to a request from the workspace to see the thread build, and mark it resolved when the job is done.

Where to set this up

Good to know

• Requests are grouped by where they came from: emailed and manually-added ones sit in the Requests list, while tickets raised through the client portal have their own Support tickets list.
• The AI summary and client matching are best-effort. If a forwarded email is matched to the wrong client, you can re-link it by hand on the request.
• A request can be turned into a full task, or into a new client with a domain and services, straight from the request page.
• If your organisation changes its slug, the old slug-based address keeps routing, so handed-out addresses do not break.