02: Handling conversations

Everything you do in the Inbox: reading, answering, sharing out, and closing incoming conversations. This is the screen where your agents spend the most time.

The Inbox is split into three parts. My inbox holds the conversations assigned to you. All conversations shows everything coming in. Under Team inboxes are the shared queues (for example Sarrai, First Line, Second Line) where conversations land that nobody has picked up yet.

Sarrai (the AI agent) answers the repeatable questions herself. When there's doubt, an urgent tone, or an angry customer, she hands the conversation over to this Inbox so a person can take over. This section explains what you do then.

Articles

• How do I answer a conversation?
• Adding an internal note (for colleagues only)
• Assigning a conversation to yourself or a colleague
• Forwarding a conversation to a colleague or team
• Snoozing a conversation
• Closing and reopening a conversation
• The conversation statuses explained
• Searching and filtering conversations
• Linking a conversation to a contact or company
• Team inboxes: what they are and how you use them