Navigating workspace members
Use Directory to understand teammates, contacts, connected-channel people, ownership, and customer memory before assigning or continuing work.
Use this state to review what Max surfaced, what work moved forward, and which source context should be checked before acting.
Read the full product state before configuring behavior.
These captures are intentionally larger and quieter: no artificial labels, just the real screen, the controls that matter, and the operational outcome each state changes.
Use this state to review what Max surfaced, what work moved forward, and which source context should be checked before acting.
Summary
Use Directory to understand teammates, contacts, connected-channel people, ownership, and customer memory before assigning or continuing work.
Concepts covered
Step breakdown
- Open DirectoryStart in the Directory section of Max to understand the operational context.
- Review the product stateUse the visible UI, screenshots, and concepts to understand why this section exists.
- Apply it to daily workConnect the section to tasks, summaries, activity history, teammate context, or connected tools.
What this screen does
Directory shows the people context behind work: teammates, workspace members, external contacts, ownership, roles, sync status, and the collaboration path for follow-up.
Use it when Max surfaces work that belongs to another person, when a contact appears from a connected channel, or when an operator needs to understand who should own a task before assigning or escalating.
Where people come from
People and entities can be created or enriched from Gmail threads, WhatsApp conversations, Slack or channel messages, integrations, CRM interactions, and manual workspace membership.
A customer who emails the team may appear with email context first. The same person may later be enriched by WhatsApp activity, a CRM relationship, a deal or ticket, and teammate ownership. Directory is the place where those signals become visible as operational memory.
How Directory connects to CRM and Max
CRM stores structured customer memory: people, companies, deals, tickets, objects, and relationships. Directory helps operators understand the human layer around that memory — who the person is, who on the team owns the relationship, and which connected systems produced the context.
Max uses this context when suggesting assignees, summarizing handoffs, preparing follow-up, or explaining why a piece of work belongs to a specific teammate.
How operators use it
Check the teammate or contact context before assigning a To-do. Confirm who owns the relationship, which connected channel created the latest signal, who should be looped in, and whether the work needs handoff.
Directory keeps AI-generated work connected to human responsibility. That is the difference between a suggestion and an operationally useful task.
Operational example
Max summarizes a customer signal from Gmail and suggests a follow-up. The operator checks Directory, sees the person, email, sync state, and teammate context, confirms the account owner in CRM, and assigns the task with enough context to continue.
In a WhatsApp support scenario, Directory helps confirm whether the contact is already known, whether a ticket exists, and which teammate should own the escalation.
Product context
Directory gives Work / Max the people layer behind operations. It connects teammates, external contacts, ownership, roles, sync status, and the relationship context created by connected channels.
People and entities can appear through Gmail threads, WhatsApp conversations, other channel messages, integrations, CRM interactions, or manual workspace membership. Directory is where that people context becomes inspectable before Max assigns, escalates, or continues work.
Operational playbook
Use Navigating workspace members as part of the Frontline Max Directory operating loop: inspect the current product state, confirm the source context, and decide what should happen next.
The goal is not to memorize screens. The goal is to understand how the product surface supports repeatable work, AI assistance, and accountable handoff.
Best practices
Start with the operational job before changing configuration. Name the owner, define the trigger or source context, and decide how the result should be reviewed.
Prefer narrow, inspectable setups over broad automation. Teammates should be able to explain why the system took an action from the visible product state.
Troubleshooting
If the result does not match expectation, check the source context first, then permissions, connected integrations, required fields, workflow logs, and any AI-generated output used by downstream steps.
When in doubt, compare the latest product state with the related record, activity, or workflow execution so debugging starts from evidence rather than guesswork.
Review loop
Use Max in a simple loop: orient on Home, review Activity, confirm To-do's, check connected context, then continue work or hand off with a clear next step.
AI-generated work should remain visible in Activity so teammates can audit what happened and avoid repeating context gathering.
FAQs
What is Directory in Max?
Use Directory to understand teammates, contacts, connected-channel people, ownership, and customer memory before assigning or continuing work.
How should teams use this section?
Use it as part of the daily Max operating loop: orient, review context, confirm AI-generated work, and continue execution.
How should Max fit into daily work?
Use Max to orient, review activity, confirm suggested actions, and continue execution. It should reduce context hunting and make AI-generated work visible.
When should a suggested action become a task?
Convert a suggestion when the owner, priority, source context, and next step are clear. Edit or dismiss suggestions that lack enough operational context.
How do Max and Studio workflows work together?
Studio workflows move operational processes. Max helps teammates review what happened, understand activity, and decide which follow-up or task deserves attention.