Reviewing Responses with the Intelligence Inbox

Overview

The Intelligence inbox is where responses become action. It's a triage view of every submission your forms receive, with filters, a detail view of each response, assignment, notes, an event timeline, and read-only classification signals from the Intelligence engine. This guide covers the whole triage workflow.

Open and filter the inbox

1. In StretchForms, open the Intelligence tab.
2. You'll see submissions newest-first. Narrow the list with filters:
- Brand — the brand or site the response came from.
- Form type — for example contact, quote, application.
- Status — for example new.
- Pipeline stage — for example inbox.
3. Click any submission to open its detail view.

Read a submission

The detail view shows the full response field by field, including contact details where present — name, email, phone, company, plus subject and message — along with the source page, the consent flags (terms and privacy), and any metadata. This is admin-gated because it includes personal data.

Alongside the answers you'll find three histories:

• Notes — internal annotations, with the ability to pin the important ones.
• Events — a timeline of everything that happened to the submission (received, viewed, assigned, status changes), each with a type, label, and visibility.
• Assignments — who has owned the submission over time, including the current owner (team or teammate), who assigned it, and why.

Triage a submission

1. Read the response and any classification signals.
2. Assign it to a team or a specific teammate, with a reason if useful. The current owner is tracked and shown in the list.
3. Add a note to capture context for whoever handles it (pin it if it's critical).
4. Advance the stage/status as you work it (for example from inbox onward).
5. Act — reply (contact/quote submissions also live in Messaging › Submissions), or hand off to the right workflow.

The classification engine

When the Intelligence engine is enabled for your workspace, it computes read-only signals to speed triage:

• Spam score / risk — how likely a submission is junk.
• PII detection — flags personal data in the response so you handle it carefully.
• Routing recommendation — a suggested destination team or app.
• Validation quality — whether the response looks complete and well-formed.

Crucially, classification never changes the submission. StretchForms stays the system of record. Under the algorithm contract, classification, routing recommendation, validation quality, and spam/risk detection are allowed now; CRM-handoff scoring, support-priority scoring, and automated assignment are dry-run only; autonomous mutation is off; and any persisted algorithm output is audited.

Example

A support lead filters the inbox to form type support-request, status new. A submission comes in flagged low spam risk with a routing recommendation of Support. The lead reads the message, assigns it to a Tier-2 agent with the reason "needs account access", pins a note with the customer's plan, and advances it out of the inbox stage. The event timeline records each step for the record.

Tips

• Filter first. On a busy inbox, filtering by form type and status turns a flood into a focused queue.
• Assign early. An owner on every submission prevents things falling through the cracks.
• Pin the note that matters so the handler sees it first.
• Treat classification as guidance. Signals speed you up, but a person makes the call — especially anything marked dry-run.
• Mind PII. The detail view shows personal data; only assign and share it with the people who need it.

Troubleshooting

Classification signals aren't showing. The Intelligence engine is gated per workspace. If it's off, you'll still get the full inbox and triage tools, just without the computed signals — ask your administrator to enable the engine.

A submission I expected isn't in the inbox. Check your filters (brand, form type, status, stage) — an active filter may be hiding it. Also confirm the form's type matches the submission's type.

I can't see contact details. The detail view is admin-gated. You need the appropriate read access to view PII.

FAQ

Can the engine auto-assign or auto-route submissions? No. Automated assignment and handoff scoring are dry-run only; recommendations are applied by a person.

Where do contact and quote submissions go? They appear in this inbox for triage and also route to Messaging › Submissions for replies.