Read before replying
Use the available conversation and translation tools to understand the messages. Review an AI draft before sending it when you need help with wording.
Shared team inbox
The next teammate should know where to begin.
Open the conversation, read what has happened and choose the next action. Keep staff work close to the customer's question.
Leave useful context
Add an internal note and assign the conversation to the appropriate teammate. Keep the reason for the next step clear.
Do the work in context
Use supported inbox actions for forms, appointments and private uploads. Review the details before completing the action.
Keep handovers clear
When work needs another teammate, keep the conversation, notes, and assignment together so the next person can continue from the same context.
In your workspace
The assigned teammate can review and continue the conversation.
- Open the conversation and review what has already happened.
- Use translation tools or an AI draft if they help you understand or reply.
- Send the reply, pause it, or keep the conversation with the team as needed.
- Add an internal note, assign the next teammate, or use a supported inbox action.
What happens next
The assigned teammate can review and continue the conversation.
What to know before you start
Assignment does not guarantee a response time. Available actions depend on permissions and configuration.
Your questions, answered
Does translating a conversation send a message?
No. Translation changes how you read the conversation. You still choose what to send to the customer.
Can the customer see internal notes?
No. Internal notes are for the team. Customer-facing messages are separate from notes and assignments.
Can I use an AI draft and review it first?
Yes. You can review a draft before sending it, or write your own reply and check it first.
Connected capabilities
AI conversation controlsGive your AI a clear job and clear boundaries.Cross-channel conversationsKeep useful customer information close to the conversation.Conversational intake and formsThe right questions, in the right format.Secure file uploadsAuthorized staff can review the file and continue the work.