Integration guide / Communication
Find the context between the records.
An office note can explain a handoff that a status field cannot. Scope the relevant notes or messages and the people who are allowed to use them.
Scoping guide. Connector availability, records, authorization and refresh behavior require confirmation for your systems.
Records to evaluate
Related notes, message excerpts, dates and references to a customer or order. Discuss attachments separately. A connection to an inbox does not imply access to every message.
Access and coverage
Clarify whether access is delegated by a user or installed for the company. Agree the relevant accounts and folders. Private or unrelated correspondence should not be assumed to belong in the workflow.
Freshness and recovery
Confirm the history available, refresh behavior and what happens when access is revoked. Distinguish a missing note from a source that has not completed synchronization.
A useful first check
Find the note for one familiar order, confirm its date and relationship, and compare the excerpt with the original. Reading a note does not authorize sending a reply.